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dc.contributor.advisorIverson, Lindsayen_US
dc.contributor.authorHestermann, Cynthiaen_US
dc.contributor.authorMcCary, Kathrynen_US
dc.contributor.authorRichardson, Abbyen_US
dc.date.accessioned2013-06-11T21:15:18Z
dc.date.available2014-05-18T08:40:21Z
dc.date.issued2013-06-11
dc.identifier.urihttp://hdl.handle.net/10504/43119
dc.description.abstractProblem: Patient satisfaction has been identified as a key element of success in a competitive healthcare market, being used as an indicator of quality care as well as reimbursement incentives. Emergency Departments (ED) can have an important impact on patient satisfaction, as the ED can be the initial hospital contact for many patients. The problem identified for this project is the need for high patient satisfaction in the ED setting.| Purpose: To determine the effectiveness of a telephone follow up call (TFC) on patient satisfaction. |Methods: This study was conducted at two EDs within a multi-hospital, non-profit system. Sampled patients received a follow up call from a trained registered nurse within 72 hours of discharge, based on previously established hospital protocol. The sample inclusion criteria consisted of: (1) a patient in the ED of one of two study hospitals, (2) an adult over 19 years of age correlating with Nebraska state law, (3) English speaking, (4) access to a working telephone, and (5) verbal consent to participate in the study. Patients were asked to participate in a satisfaction survey following the initial follow-up call. Participants were asked 3 questions for the survey and demographically categorized by gender and age.| Results: One hundred three patients were included in the study. Of these patients, 68.9% were female, 31.1% were male. Twenty-two point 3 percent of the patients contacted were between 19-29 years old, 19.4% of the patients were between 30-39 years old, 13.6% of the patients were between 40-49 years old, 15.5% of the patients were between 50-59 years old, 9.7% of the total patients were between 60-69 years old, 9.7% of the patients were between 70-79 years old, and 9.7% of the patients were over the age of 80. Ninety-nine percent agreed or strongly agreed that their additional questions or concerns were satisfactorily addressed, 87.3% agreed or strongly agreed their understanding of discharge instructions improved, and 97.1% agreed or strongly agreed that their overall satisfaction of the ED visit improved with the TFC. | Conclusion: This study revealed that the use of a TFC is a cost effective way to improve patient satisfaction in the ED. This study was limited by a small sample size implicating the need for future studies to determine if a larger sample size would elicit the same results, or establish that a TFC is not a successful way to maintain high patient satisfaction for EDs.en_US
dc.rightsPlease contact Kathryn McCary RN, BSN for permission.en_US
dc.subject.meshPatient Satisfactionen_US
dc.subject.meshEmergency Service, Hospitalen_US
dc.titleEffects of Telephone Follow up Call on Patient Satisfaction in the Emergency Departmenten_US
dc.typeManuscripten_US
dc.rights.holderKathryn McCary RN, BSNen_US
dc.description.noteManuscripten_US
dc.description.pages27 pagesen_US
dc.description.pages27 pagesen_US
dc.description.pages27 pagesen_US
dc.program.unitCollege of Nursingen_US
dc.program.unitSchool of Nursing (1971 - July 2013)en_US
dc.embargo.terms2014-05-18
dc.degree.levelMSNen_US
dc.degree.disciplineMaster of Science in Nursing (MSN) Degree Programen_US
dc.degree.nameMaster of Science in Nursingen_US
dc.degree.committeeCarrico, Cathyen_US


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