Patient satisfaction with triage nursing in a rural hospital emergency department.
This study examined what relationships or differences exist between patient and nurse characteristics, satisfaction with triage nurse caring behaviors, general satisfaction with the triage nurse, and intent to return to a rural hospital emergency department (ED). The ED, located at a 401-bed teaching hospital in a small southern city, averages 28,000 visits annually. Samples of ED nurses (N = 11) and ED patients (N = 65) were asked to respond to demographic forms and the Consumer Emergency Care Satisfaction Scale (CECSS) Adapted. Findings indicated that the nurse's acuity rating and the patient's perception of condition had a positive relationship. The patient's perception of condition, patient satisfaction, and caring satisfaction were predictors of intent to return. When patients perceived themselves as seriously ill or injured, they expressed less intent to return to that ED.
Regional Medical Center, Madisonville, Ky, USA. BDavis@usi.edu
Regina
R
Elder
Carolyn
C
Neal
Barbara A
BA
Davis
Elizabeth
E
Almes
Lynn
L
Whitledge
Nancy
N
Littlepage
D000328:Adult; D001291:Attitude of Health Personnel; D016529:Emergency Nursing / Q000592:standards*; D004636:Emergency Service, Hospital / Q000592:standards; D004645:Empathy; D005260:Female; D007722:Health Knowledge, Attitudes, Practice; D006780:Hospitals, Rural; D006784:Hospitals, Teaching; D006801:Humans; D007629:Kentucky; D008297:Male; D009042:Motivation; D009723:Nurse-Patient Relations; D009730:Nursing Assessment / Q000592:standards*; D015403:Nursing Evaluation Research; D009741:Nursing Staff, Hospital / Q000193:education / Q000523:psychology / Q000592:standards; D017060:Patient Satisfaction; D012720:Severity of Illness Index; D011795:Surveys and Questionnaires; D014218:Triage / Q000145:classification / Q000592:standards*