Consumer Emergency Care Satisfaction Scale Research Articles

Satisfaction of Older Patients With Emergency Department Care: Psychometric Properties and Construct Validity of the Consumer Emergency Care Satisfaction Scale.

Patient satisfaction is an important indicator of quality of care, but its measurement remains challenging. The Consumer Emergency Care Satisfaction Scale (CECSS) was developed to measure patient satisfaction in the emergency department (ED). Although this is a valid and reliable tool, several aspects of the CECSS need to be improved, including the definition, dimension, and scoring of scales. The purpose of this study was to examine the construct validity of the CECSS and make suggestions on how to improve the tool to measure overall satisfaction with ED care. We administered 2 surveys to older adults who presented with a fall to the ED and used electronic health record data to examine construct validity of the CECSS and ceiling effects. Using several criteria, we improved construct validity of the CECSS, reduced ceiling effects, and standardized scoring. We addressed several methodological issues with the CECSS and provided recommendations for improvement.

A Systematic Review of the Consumer Emergency Care Satisfaction Scale (CECSS).

Patient experience is receiving increasing attention in the context of patient-centered care. However, there are relatively few instruments that measure patient experience that are valid and reliable. In this study, we systematically review the literature on the Consumer Emergency Care Satisfaction Scale (CECSS) and examine its psychometric properties. We conducted a systematic literature search in the Cumulative Index to Nursing and Allied Health Literature, PubMed, PsycINFO, and Web of Science databases on articles that contain information on the CECSS. The review followed the Preferred Reporting Items for Systematic Reviews and Meta-Analyses (PRISMA) guidelines. Our systematic literature search resulted in 28 articles in which the CECSS was used. Results of our literature review show that from a psychometric perspective, the CECSS is a valid and reliable instrument. However, the results of our study also show that the CECSS has several weaknesses. We have made recommendations to improve the CECSS.

Satisfaction among non-conveyed patients and significant others when discharged at the scene by the ambulance service: an exploratory cross-sectional survey

BackgroundThe ambulance service is facing an increased number of calls and ambulance assignments. Between 12 and 42% of all assignments result in non-conveyance to the Accident and Emergency Department. However, there is limited knowledge regarding satisfaction among patients and significant others when patients are assessed as non-urgent and discharged at the scene. Therefore, the aim of the study was to explore and compare satisfaction with the ambulance service among patients and significant others when the patient was discharged at the scene.MethodsThe present study was designed as a cross-sectional exploratory survey with a consecutive sample employing the Consumer Emergency Care Satisfaction Scale questionnaire on patients and significant others.ResultsA total of 162 questionnaires were analysed, 87 patients and 75 significant others. Overall, satisfaction was high with no significant difference between patients and significant others, although 17-19% were dissatisfied with the discharge information.ConclusionsGenerally, patients and significant others are satisfied with the care provided by the Ambulance Service when discharged at the scene and thus not conveyed the Accident and Emergency Department. The participants were especially satisfied with Specialist Ambulance Nurses’ interpersonal skills, e.g., making time and providing thorough information. Guidelines for assignments involving non-conveyance, as well as information, instructions and what to expect when discharged at the scene can be improved.

Translation, adaptation and testing of an emergency care satisfaction scale in Swedish pediatric emergency departments

BackgroundPediatric healthcare today shows a rising demand for research focusing on children’s perspectives on and consumer satisfaction with the nursing care they receive. Therefore, the purpose of this study was to translate and adapt the Consumer Emergency Care Satisfaction Scale (CECSS), a paper-based, self-administered 19-item questionnaire originally developed in the United States and targeted towards adults, and then test the new version in Swedish pediatric emergency departments.MethodsThe study was designed with a two-phase approach. Firstly, a forward–backward translation of the CECSS, involving expert consensus, was performed, and then the questionnaire was adapted for children aged 10–18 and assessed for face and content validity. Secondly, the translated and adapted questionnaire was tested with a clinical sample for construct validity, internal consistency, and reliability. This last aspect was assessed using a structured telephone interview 7–10 days after the participant visited a pediatric emergency department. All children participating in this study gave their assent (< 15 years) or consent (≥ 15 years), and their guardian’s written informed consent was also obtained.ResultsThe paper-based, self-administered 19-item Swedish version of the CECSS was tested on a clinical sample consisting of 203 nonurgent children (boys: n = 109, 53.7 % and girls: n = 94, 46.3 %) between 10 and 18 years (mean age 13.8, SD 2.29). The factor analysis revealed three factors that explain 63.1 % of the total variation in the 15 items. The Cronbach’s alphas for the three dimensions (caring, teaching, and clinical competence) varied between 0.79 and 0.88. The intraclass correlation coefficient (ICC) for the entire Swedish version of the CECSS was 0.58, and the ICCs for the three dimensions varied between 0.56 and 0.71.ConclusionsThe results show that the developed Swedish Pediatric Consumer Emergency Care Satisfaction Scale (p-CECSS-S) is a valid, stable and easy-to-use-questionnaire that can be used to assess children’s satisfaction with nursing care.

Patient Satisfaction With Pre-hospital Emergency Care in Qom Province in 2017

Background: Pre-hospital emergency is usually the first phase of treatment. The most serious emergency cases before any action in health care unit is to know what services are the cause of satisfaction or dissatisfaction of the patients with the overall emergency care. The aim of this study was to evaluate the satisfaction of recipients of pre-hospital emergency care in Qom City. Materials and Methods: In this descriptive study 400 patients who transported to the hospitals by Qom EMS were selected by using simple random sampling. Data were collected by using of satisfaction questionnaire. The data gathered through telephone interviews. Data were collected by using a demographic questionnaire and a Consumer Emergency Care Satisfaction Scale (CECSS) and then analyzed by SPSS v. 16 software using descriptive and Chi-square tests. Results: The results showed that the satisfaction rate from emergency ambulances and the efficiency of the emergency staff was moderate, and the satisfaction from technicians, the rate of acting professionally, performance of technicians, and the general opinion of patients were high. Also, the highest level of satisfaction (70%) belonged to technicians and the least satisfaction (26%) belonged to ambulance. Conclusion: Although the satisfaction rate of Qom pre-hospital emergency staff related to the performance of ambulance was low due to some shortcomings and deficiencies;however the overall rate of satisfaction from pre-hospital emergency care in Qom City was at a good and acceptable level.

Patient satisfaction with prehospital emergency care following a hip fracture: a prospective questionnaire-based study

BackgroundOlder patients with a hip fracture require specialized emergency care and their first healthcare encounter before arriving at the hospital is often with the ambulance service. Since 2005 there has been a registered nurse on the crew of every ambulance in Sweden in order to provide prehospital emergency care and to prepare the patients for hospitalization. It is important to investigate patient satisfaction with prehospital emergency care following a hip fracture to ensure that their expectations of good care are met.The aim of this study was to investigate patient satisfaction with prehospital emergency care following a hip fracture by comparing two similar emergency care contexts.MethodsThe study was conducted using the Consumer Emergency Care Satisfaction Scale (CECSS) on patients treated for hip fracture in prehospital emergency care. The data were collected within a randomized controlled study for the purpose of comparing prehospital fast track care (PFTC) and the traditional type of transport to an accident and emergency department (A&E).ResultsQuestionnaire data from 287 patients, 188 women (66%) and 99 men (34%) with a mean age of 80.9 years, were analysed. More than 80% of the patients selected the most positive response alternatives, but 16% were dissatisfied with the nursing information provided. Patients in PFTC responded more positively on specific caring behaviour than those transported to the A&E department in the traditional way.ConclusionPatient satisfaction with prehospital emergency care following a hip fracture is an important outcome and this study highlights the fact that patients expressed a high level of satisfaction with the prehospital emergency care provided by ambulance nurses in both care contexts under study. However, some areas need to be improved in terms of nursing information.

Factors affecting patient satisfaction with emergency department care: an Italian rural hospital.

Background:In the emergency department satisfaction is strictly linked to the role of the nurses, namely the first interface between patients and hospital services.Objectives:The purpose of the study was to identify areas of emergency nursing activity associated with minor or major patient satisfaction.Methods:A descriptive cross-sectional study was conducted from December 2010 - May 2011, in the rural hospital of Orbetello, Tuscany (Italy). Convenience sampling was used to select patients, namely patients presenting at the emergency unit in the study period. The Consumer Emergency Care Satisfaction Scale was used to collect information on two structured subscale (Caring and Teaching).Results:259 questionnaire were collected. Analysis indicated that only two characteristics significantly influenced overall satisfaction: “receiving continuous information from personnel about delay” positively effect (OR=7.98; p=0.022) while “waiting time for examination” had a negative effect (OR 0.42; p=0.026)Conclusions:The study was the first conduced in Italy using this instrument that enabled to obtain much important information about patient satisfaction with nursing care received in the emergency department. The results showing improvements must be related to educational aspects, such as explaining patients the colour waiting list, and communication towards patients, such as informing about emergences that cause queue.

Patient Satisfaction With Nursing Care in an Urban and Suburban Emergency Department

Patient satisfaction is an important outcome measurement in the emergency department (ED). When unavoidable, the negative effect of patient wait time may be lessened by communicating expected wait time, affective support, health information, decisional control, and competent providers. This controlled quasi-experimental design used a convenience sample. The patient questionnaire included demographics, expected and perceived wait time, receiving of comfort items, information and engaging activities and their perceived helpfulness for coping with waiting, and the Consumer Emergency Care Satisfaction Scale measure of patient satisfaction with nursing. Systematic offering of comfort items, clinical information, and engaging activities were statistically analyzed for impact on perceived wait times, helpfulness in waiting, and satisfaction with nursing care. Interventions were supported by the data as helpful for coping with waiting and were significantly related to nursing care satisfaction. Interventions were less helpful for suburban patients who were also less satisfied. Nurses can influence patient satisfaction in the ED through communication and caring behaviors.

Testing a Swedish Version of the Consumer Emergency Care Satisfaction Scale in an Emergency Department and 2 Observation Wards

The aim was to investigate the construct validity and internal consistency of the Swedish version of the Consumer Emergency Care Satisfaction Scale. The sample comprised 157 persons from an emergency department and an observation ward. The results showed satisfactory reliability, and an explorative factor analysis revealed 3 factors: Caring, Teaching, and Clinical Competence. The Swedish version of the scale seems reliable and may be a useful tool for measuring satisfaction in different acute care settings.

Patient satisfaction with ambulance care services: Survey from two districts in southern Sweden

One of several quality indicators that are relevant to study is patient's satisfaction with health care in the ambulance services. Regular measurements of patient satisfaction in this field have not been carried out previously and a validated method of measurement is lacking. This study aimed to measure patient satisfaction with health care in the ambulance services in Region Skane, southern Sweden. Data collection was performed by a patient questionnaire, Davis Consumer Emergency Care Satisfaction Scale© (CECSS). The study was conducted in two of the region's ambulance districts, and 40 patients (20 informants from each of the two sites) were included in the study. Of the included patients 67% were women (n=27) and 33% men (n=13) with an average age of 65.6years (r=22-87). Informants average time of care in the ambulance was 31 min (r=12-75). A majority of the responses (93.1%) showed the most positive response option on each question position. The present study shows that patients within ambulance care in the region of southern Sweden were pleased with the care received and the competence of the ambulance staff, and the patients experienced a high level of psychological and physical sense of security.

Satisfacción de los pacientes de urgencias con los cuidados enfermeros

Objective To measure the overall satisfaction of patients with nursing care during their stay in the emergency unit, evaluating the satisfaction with specific professional skills and the degree of information provided by nurses at discharge. Method A descriptive cross-sectional study conducted at the Ramon y Cajal University Hospital. The subjects of study are those patients who come to the emergency unit and met the inclusion criteria. A mean of 840 people were seen weekly, and it was estimated to collect 200 questionnaires over a period of one week. The questionnaire was self-administered. The variables analyzed were: clinical, sociodemographic, satisfaction and problem solving. The instrument used was the Consumer Emergency Care Satisfaction Scale (CECSS). The Statistical analysis was performed using SPSS 16.0 software package. Categorical variables are expressed in absolute and relative frequency; and continuous variables are expressed as the mean and the standard deviation. Asymmetric behavioral variables are described by their median, the interquartile interval and the non-parametric test of Kruskal-Wallis. Results We surveyed 200 patients and we studied 198 patients who expressed high levels of overall satisfaction and satisfaction with professional competence. The degree of information at discharge is the dimension worst noted. No association was found between patient satisfaction and sociodemographic variables. The satisfaction was higher in patients who returned home than in those who were admitted in the hospital, the dimension of information at discharge being very significant. Conclusions We need to improve the information provided by the nursing staff to patients at discharge.

Psychometric Properties of the Consumer Emergency Care Satisfaction Scale

The aim of this study was to investigate construct validity and internal consistency of a modified version of the Consumer Emergency Care Satisfaction Scale used on persons accompanying emergency department patients. The sample comprised 128 persons. The results showed satisfactory reliability, and an exploratory factor analysis revealed 3 factors: caring, teaching, and clinical competence. The modified version of this scale seems feasible and may be a useful tool for measuring satisfaction in persons accompanying patients in the emergency department.

Evaluating Instruments for Quality

Having reliable and valid instruments is a necessity for nurses and others measuring concepts such as patient satisfaction. The purpose of this article is to describe the use of convergence to test the construct validity of the Davis Consumer Emergency Care Satisfaction Scale (CECSS). Results indicate convergence of the CECSS with the Risser Patient Satisfaction Scale and 2 single-item visual analogue scales, therefore supporting construct validity. Persons measuring patient satisfaction with nurse behaviors in the emergency department can confidently use the CECSS.

Patient satisfaction with triage nursing care in Hong Kong

This paper reports a study to examine the relationship between patient satisfaction and triage nursing care in order to assist nurses in defining more clearly their roles, and ultimately to improve the quality of care delivered to emergency patients. Patient satisfaction is considered an important indicator of quality care from the perspective of the consumer and has been widely studied in many settings. However, few studies have examined patient satisfaction with emergency nursing services in the particular area of triage. A descriptive, correlational study was conducted in 2001 in one urban acute hospital in Hong Kong using Consumer Emergency Care Satisfaction Scale (CECSS), and patient and nurse demographic data were also collected. Following a power calculation, systematic sampling was carried out, and the final sample consisted of 56 urgent, semi-urgent and non-urgent patients triaged. The response rate was 61%. The majority of the participants were satisfied with their triage nursing care and teaching. However, difficulties were encountered during the data collection process, resulting in a relatively low response rate. Correlational analyses revealed that patient satisfaction with triage nursing care was statistically significantly correlated with age and the type of nursing intervention received. Older people were more satisfied with the teaching offered by triage nurses and patients who had received specific nursing interventions gave more positive ratings on the teaching subscale of the CECSS. There were no statistically significant relationships between patient satisfaction with triage nursing care and nurse characteristics, including gender, work experiences and educational level. Patients were generally satisfied with the care provided by the triage nurses. Measuring patient satisfaction with triage nursing care remains a major challenge for health care providers in emergency care settings.

Spanish validation of an instrument to measure the quality of nursing care in hospital emergency units.

The article describes the translation and adaptation to Spanish of the Consumer Emergency Care Satisfaction Scale (CECSS), an instrument used to measure the quality of care nurses give in emergency units. Bilingual people using a translation-retrotranslation process performed the adaptation. The reliability and validity of content and construction were analyzed. The reliability study showed satisfactory indexes in all cases. Content validity (judgment of expert nurses and patients) obtained a mean item-dimension suitability valuation of 6.1 and item-scale suitability of 5.5. As the Spanish version of the CECSS is comprehensible to patients, and reliability and validity are satisfactory, it provides a useful measure of the quality of nursing care.

Consumer satisfaction with nursing care in a rural community hospital emergency department

The article describes a study undertaken to assess patient satisfaction with nursing care in a rural hospital emergency department with respect to psychological safety, discharge teaching, information giving, and technical competence. This descriptive research utilized Davis' Consumer Emergency Care Satisfaction Scale to determine the degree to which 52 patients perceived overall satisfaction with nursing care. Findings indicated that patients were satisfied with nursing care. No statistically significant effect of gender or education level on consumer satisfaction or on any subscale was detected, but African American consumers were less satisfied with discharge teaching, which may suggest that discharge teaching should reflect the cultural diversity of consumers presenting to the emergency department. Nursing staff may need to spend more time with rural African American consumers. Staff may need to be inserviced to meet the cultural and educational needs of African Americans.

Developing effective measurement tools: a case study of the Consumer Emergency Care Satisfaction Scale.

Development of valid and reliable instruments to assist nurse researchers and clinicians in meeting the needs of consumers is an avenue toward continuous quality improvement (CQI). This article explains validity and reliability and the process of constructing a valid and reliable scale. The development of the Consumer Emergency Care Satisfaction Scale, a measure of quality nursing care in the emergency department, is used as the example.