BACKGROUND: Early unplanned return visits (EURV) to the Emergency Department (ED) are stressful to children and caregivers. Dissatisfaction with the first ED visit may influence the decision to revisit the ED. The aim was to comprehensively evaluate parents' satisfaction with the first ED visit.
METHODS: A prospective questionnaire-based study of parents of EURV patients was conducted in a pediatric ED. Participants were enrolled based on convenience sampling. The study instrument was the parental satisfaction questionnaire (PSQ). The 27 PSQ items evaluates four themes of satisfaction; attitude and respect, information provided, continuity of care, and waiting times. Items are rated on a 5-point Likert scale.
RESULTS: During the 18-month study, 101 parents of EURV patients were surveyed and 98 agreed to participate. On the return visit, 63 EURV patients were discharged and 35 EURV patients were hospitalized. Eighty-seven (88.7%) caregivers scored the overall level of satisfaction with the first visit to be 8-10 on a 10-point Likert scale. Median scores in 22 PSQ items were 4 (interquartile range [IQR] 4-5 or [IQR] 3-4). Median scores in "physicians attention and answering questions and concern" and "physicians clear and understood explanations" were 3 (IQR 3-4) and 2 (IQR 2-3); respectively. PSQ scores were similar between patients who were discharged on the return visit and patients who were hospitalized.
CONCLUSIONS: Parents were satisfied with the care provided at the first ED visit. There was a lower level of satisfaction with physician interaction.