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Patient Satisfaction with Emergency Department Triage Nursing Care: A Multicenter Study

Raper, Jim DSN, CRNP; Davis, Barbara A. PhD, RN; Scott, Linda PhD, RN

Journal of Nursing Care Quality: August 1999 - Volume 13 - Issue 6 - pp 11-24
Population-Specific Improvement

This descriptive, correlational study examines relationships between (1) individual patient and nurse characteristics and (2) patient satisfaction with triage nursing care, patient satisfaction with the triage nurse, and patient's intention to return to a specific Emergency Department. The convenience sample consisted of Urgent/Delayed patients (N = 378) triaged in an urban academic medical center, a public hospital in a small city, and a Catholic hospital in a small city. Analysis of variance revealed significantly higher levels of patient satisfaction at the academic medical center, whereas higher levels of intent to return were reported by subjects from the Catholic-affiliated hospital. Educational preparation of the triage nurse was identified as a significant predictor of both patient satisfaction with triage nursing care and loyalty to a specific.

Jim Raper, DSN, CRNP; Assistant Research Professor of Medicine; Affiliate Faculty, School of Nursing; University of Alabama; Birmingham, AL

Barbara A. Davis, PhD, RN; Professor; College of Nursing and Health Professions; Marshall University; Huntington, West Virginia

Linda Scott, PhD, RN; Professor and Associate Dean; College of Nursing and Health Professions; Marshall University; Huntington, West Virginia

This research was supported in part by a summer research grant from Marshall University.

Copyright © 1999 by Aspen Publishers, Inc.