Satisfaction with emergency department service among non-English-speaking background patients

Mahmoud, Ibrahim and Hou, Xiang-Yu and Chu, Kevin and Clark, Michele and Eley, Robert (2014) Satisfaction with emergency department service among non-English-speaking background patients. Emergency Medicine Australasia, 26 (3). pp. 256-261. ISSN 1742-6731


Objective: The present study aims to investigate non-English-speaking background (NESB) patients’ satisfaction with hospital ED service and compare it with that of English-speaking background (ESB) patients.

Methods: A cross-sectional survey was conducted at the ED of an adult tertiary referral hospital in Queensland, Australia. Patients assigned an Australasian Triage Scale score of 3, 4 or 5 were surveyed in the ED, before and after their ED service. Pearson χ2- test and multivariate logistic regression analyses were performed to examine the differences between the ESB and NESB groups in terms of patient-reported satisfaction.

Results: In total, 828 patients participated in the present study. Although the overall satisfaction with the service was high – 95.1% (ESB) and 90.5% (NESB) – the NESB patients who did not use an interpreter were less satisfied with their ED service than the ESB patients (odds ratio 0.5, 95% confidence interval 0.3–0.8, P = 0.013). The promptness of service received the lowest satisfaction rates (ESB 85.4% [82.4–88.0], NESB 74.5% [68.5– 79.7], P < 0.001), whereas courtesy and friendliness received the highest satisfaction rates (ESB 98.8 [97.6–99.4], NESB 97.0 [93.9–98.5], P = 0.063). All participants reported the promptness of service (33.5%), quality and professional care (18.5%) and communication (17.6%) as the most important elements of ED service.

Conclusion: The NESB patients were significantly less satisfied than the ESB patients with the ED service. Use of an interpreter improved the NESB patients’ level of satisfaction. Further research is required to examine what NESB patients’ expectations of ED service are.

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Item Type: Article (Commonwealth Reporting Category C)
Refereed: Yes
Item Status: Live Archive
Additional Information: Permanent restricted access to Published version in accordance with the copyright policy of the publisher.
Faculty/School / Institute/Centre: No Faculty
Faculty/School / Institute/Centre: No Faculty
Date Deposited: 16 Sep 2021 04:47
Last Modified: 18 Oct 2021 06:16
Uncontrolled Keywords: Australia; Emergency Department; acute health service; immigrants; satisfaction
Fields of Research (2008): 11 Medical and Health Sciences > 1117 Public Health and Health Services > 111709 Health Care Administration
11 Medical and Health Sciences > 1103 Clinical Sciences > 110305 Emergency Medicine
Fields of Research (2020): 42 HEALTH SCIENCES > 4203 Health services and systems > 420309 Health management
42 HEALTH SCIENCES > 4202 Epidemiology > 420210 Social epidemiology
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