title: Comparison of mailed vs. on-site emergency department patient satisfaction surveys.
abstract: BACKGROUND
  Patient satisfaction is one measure of the quality of emergency department (ED) care. The impact of survey delivery method on patient satisfaction in the ED remains unknown.
  
  
  OBJECTIVE
  We hypothesized that self-administered surveys in the ED would yield a higher response rate and different satisfaction compared to mailed surveys.
  
  
  METHODS
  This observational study was conducted during a 2-month period in an urban, tertiary-care, university-based ED. Eligible patients were randomized to either complete an on-site satisfaction survey in the ED at discharge or to complete an identical survey mailed 1 week after discharge. The primary outcome was the reported overall satisfaction of on-site vs. mail-out surveys. Satisfaction was measured using Likert-type scales and dichotomized outcomes were compared using a χ(2) test and logistic regression.
  
  
  RESULTS
  Two hundred and forty-two of 457 eligible patients randomized to the on-site group and 275 of 1152 patients in the mail-out group completed a survey (53% vs. 24%; p < 0.001). Compared with the mail-out group, on-site subjects reported higher overall satisfaction (79.6% vs. 68.9%; p = 0.006), significantly higher satisfaction with their nurses' (p < 0.001) and doctors' listening skills (p < 0.001), and were more likely to recommend this ED to friends or family (71.4%, vs. 56.6%; p = 0.001).
  
  
  CONCLUSIONS
  We found that patients who completed satisfaction surveys in the ED reported higher satisfaction than those who received mailed surveys. In addition, measuring patient satisfaction by self-administered on-site surveys at the time of discharge from the ED yields a significantly higher response rate than measuring satisfaction using mailed surveys.
authors.affiliation: Center for Policy and Research in Emergency Medicine, Department of Emergency Medicine, Oregon Health and Science University, Portland, Oregon.
authors.forename: Lalena M
authors.initials: LM
authors.lastname: Yarris
authors.affiliation: Center for Policy and Research in Emergency Medicine, Department of Emergency Medicine, Oregon Health and Science University, Portland, Oregon; Department of Public Health and Preventive Medicine, Oregon Health and Science University, Portland, Oregon.
authors.forename: Rongwei
authors.initials: R
authors.lastname: Fu
authors.affiliation: Center for Policy and Research in Emergency Medicine, Department of Emergency Medicine, Oregon Health and Science University, Portland, Oregon.
authors.forename: Rebecca
authors.initials: R
authors.lastname: Duby
authors.affiliation: Center for Policy and Research in Emergency Medicine, Department of Emergency Medicine, Oregon Health and Science University, Portland, Oregon.
authors.forename: Brooke
authors.initials: B
authors.lastname: Frakes
authors.affiliation: ICON Clinical Research, USA.
authors.forename: Heather
authors.initials: H
authors.lastname: Brooks
authors.affiliation: Center for Policy and Research in Emergency Medicine, Department of Emergency Medicine, Oregon Health and Science University, Portland, Oregon.
authors.forename: Robert L
authors.initials: RL
authors.lastname: Norton
mesh_terms: D000328:Adult; D000368:Aged; D015709:Correspondence as Topic; D003430:Cross-Sectional Studies; D003625:Data Collection / Q000379:methods*; D004636:Emergency Service, Hospital / Q000592:standards* / Q000706:statistics & numerical data; D005260:Female; D006801:Humans; D016015:Logistic Models; D008297:Male; D008875:Middle Aged; D017060:Patient Satisfaction / Q000706:statistics & numerical data*; D011177:Postal Service; D011795:Surveys and Questionnaires
keywords: emergency department; emergency medicine; patient satisfaction; satisfaction scores