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Type: Journal article
Title: Patient satisfaction in emergency general surgery: a prospective cross-sectional study
Author: Kinnear, N.
Herath, M.
Jolly, S.
Han, J.
Tran, M.
Parker, D.
O'Callaghan, M.
Hennessey, D.
Dobbins, C.
Sammour, T.
Moore, J.
Citation: World Journal of Surgery, 2020; 44(9):2950-2958
Publisher: Springer Nature
Issue Date: 2020
ISSN: 0364-2313
Statement of
Ned Kinnear, Matheesha Herath, Samantha Jolly, Jennie Han, Minh Tran, Dominic Parker, Michael O’Callaghan, Derek Hennessey, Christopher Dobbins, Tarik Sammour, James Moore
Abstract: Background: The importance of the patient experience is increasingly being recognised. However, there is a dearth of studies regarding factors affecting patient-reported outcomes in emergency general surgery (EGS), including none from the Southern Hemisphere. We aim to prospectively assess factors associated with patient satisfaction in this setting. Methods: In this prospective cross-sectional study, all consecutive adult patients admitted to an acute surgical unit over four weeks were invited to complete a validated Patient-Reported Experience Measures questionnaire. These were completed either in person when discharge was imminent or by telephone  <4 weeks post-discharge. Responses were used to determine factors associated with overall patient satisfaction. Results: From 146 eligible patients, 100 (68%) completed the questionnaire, with a mean overall satisfaction score of 8.3/10. On multivariate analyses, eight factors were significantly associated with increased overall satisfaction. Five of these were similar to those previously prescribed by other like studies, being patient age  >50 years, sufficient analgesia, satisfaction with the level of senior medical staff, important questions answered by nurses and confidence in decisions made about treatment. Three identified factors were new: sufficient privacy in the emergency department, sufficient notice prior to discharge and feeling well looked after in hospital. Conclusions: Factors associated with patient satisfaction were identified at multiple points of the patient journey. While some of these have been reported in similar studies, most differed. Hospitals should assess factors valued by their EGS population prior to implementing initiatives to improve patient satisfaction.
Keywords: Humans; Surgical Procedures, Operative; Prospective Studies; Cross-Sectional Studies; Adolescent; Adult; Aged; Aged, 80 and over; Middle Aged; Emergency Service, Hospital; Patient Satisfaction; Female; Male; Young Adult; Patient Reported Outcome Measures
Rights: © Société Internationale de Chirurgie 2020
RMID: 1000021025
DOI: 10.1007/s00268-020-05561-8
Appears in Collections:Medicine publications

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