Consumers' perceptions of emergency departments.

Studies indicate that hospital emergency departments are being increasingly utilized by consumers for a wide variety of health problems. This study was conducted in order to learn how consumes viewed their experiences in three emergency departments in the Salt Lake City, Utah, area. The non-random sample consisted of 31 emergency department patients, or individuals accompanying patients, from each emergency department, making a total of 93 subjects. Data regarding age, use of emergency departments during the past year, reason for coming to the emergency department, diagnosis, length of time spent in the emergency department, and whether or not the patient had a private physician was collected for each subject. Subjects were interviewed by telephone to determine their opinions about their experiences in the emergency department. A predominance of females and individuals less than 30 years of age were noted in the sample. Average time spent in the emergency department was 68 minutes. Subjects appeared to be most concerned with the attitudes of the emergency department personnel and how quickly they were treated. A marked difference in perceptions of waiting was noted. Most subjects reported that someone had taken a personal interest in their problems and there appeared to be a high level of consumer satisfaction. The data suggested a possible relationship between consumer satisfaction and subjects’ expectations, but no relationship was noted between consumer satisfaction and the size of the emergency department or numbers of emergency department staff. A general reluctance to criticize, or express negative feelings, was noted by the investigator. The investigator concluded that additional research into the experience of waiting for treatment in an emergency department and the influence of attitudes of emergency department treatment would be helpful. An awareness on the part of emergency department personnel of the importance of a friendly, concern attitude toward consumes as well as making an effort to keep consumes informed would probably serve to increase consumers satisfaction with the care received in a emergency department.