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Caregiver Expectations and Satisfaction of Urgent Care in a Pediatric Emergency Department

Marconi, Greg P. MD; Pham, Phung K. MS; Nager, Alan L. MD, MHA

The Journal of Ambulatory Care Management: July/September 2017 - Volume 40 - Issue 3 - p 214–219
doi: 10.1097/JAC.0000000000000157
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Health care delivery expectations that may affect patient and caregiver satisfaction are not clearly understood. This study examined caregiver expectations and satisfaction with urgent care in a pediatric emergency department. Of 201 caregivers surveyed, we found that caregivers have specific expectations regarding clinical care of their child in terms of radiographic imaging, blood testing, antibiotics, pain management, and subspecialty consultation. Caregivers were generally less dissatisfied with the actual care provided than the urgent care physicians expected.

Division of Emergency and Transport Medicine, Children's Hospital Los Angeles, Los Angeles, California (Drs Marconi and Nager and Ms Pham); AND Department of Pediatrics, Keck School of Medicine at the University of Southern California, Los Angeles (Drs Marconi and Nager).

Correspondence: Greg P. Marconi, MD, Division of Emergency and Transport Medicine, Children's Hospital Los Angeles, 4650 Sunset Blvd, Mailstop #113, Los Angeles, CA 90027 (gmarconi@chla.usc.edu).

The authors thank Michelle Y. Yang, BA, Lizet Guevara, and the research assistants of the Spring 2015 MEDS-490 (Undergraduate Health Minor, Research Course) for their assistance with the data collection.

The authors have disclosed that they have no significant relationships with, or financial interest in, any commercial companies pertaining to this article.

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