The Journal of Emergency Medicine
Volume 32, Issue 2 , Pages 131-135, February 2007

Diagnosis and satisfaction scores in emergency department patients who return a mailed survey

Presented at the American College of Emergency Physicians Research Forum, Chicago, Illinois, October, 2001.

  • Gregory D. Smith, MPH

      Affiliations

    • UMDNJ-Robert Wood Johnson Medical School, New Brunswick, New Jersey
    • ,
  • Jeffrey H. Luk, MD

      Affiliations

    • Morristown Memorial Hospital Residency in Emergency Medicine, Morristown, New Jersey
    • ,
  • Dennis G. Cochrane, MD

      Affiliations

    • Morristown Memorial Hospital Residency in Emergency Medicine, Morristown, New Jersey
    • ,
  • John R. Allegra, MD, PHD

      Affiliations

    • Morristown Memorial Hospital Residency in Emergency Medicine, Morristown, New Jersey
    • ,
  • Barnet Eskin, MD, PHD

      Affiliations

    • Morristown Memorial Hospital Residency in Emergency Medicine, Morristown, New Jersey
    • Corresponding Author InformationReprint Address: Barnet Eskin, md, phd, Department Of Emergency Medicine, Morristown Memorial Hospital, 100 Madison Avenue, Morristown, NJ 07962-1956
    • ,
  • Ronald P. Cody, EDD

      Affiliations

    • UMDNJ-Robert Wood Johnson Medical School, New Brunswick, New Jersey
    • ,
  • William Dalsey, MD

      Affiliations

    • UMDNJ-Robert Wood Johnson Medical School, New Brunswick, New Jersey

Received 6 April 2005; received in revised form 22 December 2005; accepted 15 May 2006.

Abstract 

Previous studies of patient satisfaction scores (PSS) have been of insufficient size to examine the influence of diagnosis on PSS. Our objective was to utilize a large database to determine if PSS for patients who return a widely used mailed proprietary survey differ with different diagnoses. We retrospectively analyzed a cohort at 11 hospital emergency departments of non-admitted patients who returned a mailed satisfaction survey. We grouped patients according to International Classification of Diseases, 9th Revision (ICD9) diagnoses and calculated mean scores for each diagnostic group. We rank-ordered by mean scores all ICD diagnoses having at least 50 survey responses. Scores were compared using analysis of variance. We analyzed 14,098 surveys. Among all diagnoses, 65 had at least 50 responses. The analysis of variance for the scores showed significant differences (p < 0.0001). Scores differ with respect to diagnosis. This could be used to choose interventions to improve scores of patients who return a mailed survey.

Keywords: Satisfaction scores, diagnoses, emergency departments

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 Original Contributions is coordinated by John Marx, md, of Carolinas Medical Center, Charlotte, North Carolina

PII: S0736-4679(06)00649-4

doi:10.1016/j.jemermed.2006.05.039

The Journal of Emergency Medicine
Volume 32, Issue 2 , Pages 131-135, February 2007

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