This study evaluated patient satisfaction levels in the emergency department of a hospital in New Delhi, India. Patients were assigned to either a test group that was informed about wait times and treatment procedures, or a control group that received no information. Questionnaires found that the test group reported significantly higher satisfaction levels than the control group for factors like wait times, staff behavior, and overall treatment. The study concludes that providing information to patients and managing expectations is more effective at improving satisfaction than just decreasing actual wait times.

1. Shallu Chauhan, Deepak Agrawal JPNATC, AIIMS, New Delhi ,India 01/06/12

9. 01/06/12 1.Explanation of procedures to the patient. 2.Communication of staffs. 3.Problems faced by patient/relatives and 4. overall patient satisfaction level.

11. 01/06/12 MATERIALS AND METHODS Questionnaire Used

12. 01/06/12 Ninety patients were included in this study. The highest satisfaction rates were observed for cleanliness of hospital in both the groups and most of them rated it as very good.

13. 01/06/12 Overall treatment Control Group 34% in control group 34% rated as poor & fair 67% rated as good and very good Test group 78% rated as very good and excellent. 22% rated as poor and fair

14. 01/06/12 OBSERVATION Comparing both groups

16. 01/06/12 OBSERVATION AVERAGE TIME TIME MAXIMUM TIME MINIMUM TIME CONTROL GROUP [FOR 30 PATIENTS] 180 MINUTES 30 MINUTES TEST GROUP [FOR 60 PATIENTS] 120 MINUTES 15 MINUTES

17. 01/06/12 OBSERVATION STAFF BEHAVIOUR 7% rated as an excellent/good in control group 36% rated as an excellent/good in test group.

18. 01/06/12 OBSERVATION PROMPTNESS OF STAFF BEHAVIOUR OF STAFF

19. 01/06/12 BRIEF OVERVIEW * Mann-Whitney Test Test Group (n=60) Control Group(n=30) P value* Median (Min., Max.) Median (Min., Max.) Overall Treatment 4(1-5) 3(1-5) 0.033 Overall Time Management 3(1-5) 3(1-5) 0.149 Waiting for X-ray or CT 4(2-5) (n=58) 3(1-5) (n=28) 0.012 Waiting for Dr. reviews 3(1-5) 2(1-5) 0.016 Waiting for Discharge or Treatment 3(1-5) 3(1-5) 0.623 Waiting for Dressing or Suturing 3(1-5) 2.5(1-5) 0.002 Cleanliness 4(2-5) 4(2-5) 0.416 Promptness of Staff 3.5(1-5) 2(1-5) 0.002 Behavior of Staff 4(1-5) 3(1-5) 0.121

20. 01/06/12 RESULTS Actual waiting time were not predictive of overall patient satisfaction . Relatives/ patients who were explained about the need for waiting and given plcebo had significantly better satisfaction levels Most of the patients were not satisfied by waiting for doctor review,promptness of staff and their behaviour as it was long time they had to wait for doctor consultation and face problems due to shortage of staff. Most of the patients were not satisfied by waiting for doctor review,promptness of staff and their behaviour as it was long time they had to wait for doctor consultation and face problems due to shortage of staff.

21. 01/06/12 * Providing information, managing time perceptions and expectations may be a more effective strategy to achieve improved patient satisfaction in the ED than decreasing actual waiting time.

23. 01/06/12