Table 5 Themes and codes derived from the verbatim satisfaction survey of non-urgent Emergency Department (ED) patients from group practice and independent contracting physicians
Dimension | Themes | Group Practice Codes, n (%) [N = 155] | Independent Contractor Codes, n (%) [N = 155] |
|---|---|---|---|
ED Service | Service Quality | Fast service, 48 (30.97%) | Fast service, 24 (15.48%) |
Satisfactory service, 44 (28.39%) | Satisfactory service, 54 (34.84%) | ||
Long waiting time, 44 (28.39%) | Long waiting time, 54 (34.84%) | ||
Proactive and responsive service, 8 (5.16%) | Proactive and responsive service, 13 (8.39%) | ||
| Â | Delayed service, 33 (21.29%) | ||
Staffing | Courteous and accommodating staff, 28 (18.06%) | Courteous and accommodating staff, 35 (22.58%) | |
Staff shortage, 8 (5.16%) | Â | ||
Structure and Facilities | Small and inadequate facilities, 9 (5.81%) | Small and inadequate facilities, 12 (7.74%) | |
Clean facilities, 8 (5.16%) | Clean facilities, 18 (11.63%) | ||
Comfortable ED, 6 (3.87%) | Comfortable ED, 6 (3.87%) | ||
System and Processes | Unclear ED procedures, 8 (5.16%) | Unclear ED procedures, 14 (9.03%) | |
Delayed Health Maintenance Organization processing, 10 (6.45%) | Â | ||
Organized processes, 5 (3.23%) | Â | ||
Safety | Feeling neglected and forgotten, 7 (4.52%) | Unknowledgeable staff, 5 (3.23%) | |
Unhygienic practices, 5 (3.23%) | Â | ||
ED Physicians | Competency | Knowledgeable, 63 (40.65%) | Knowledgeable, 45 (29.03%) |
Satisfactory service, 61 (39.35%) | Satisfactory service, 96 (61.94%) | ||
Detailed and well-explained, 24 (15.48%) | Detailed and well-explained, 25 (16.13%) | ||
Responsive to questions, 13 (8.39%) | Responsive to questions, 6 (3.87%) | ||
Compassion | Kind, 28 (18.06%) | Kind, 22 (14.19%) | |
Approachable and accommodating, 26 (16.77%) | Approachable and accommodating, 22 (14.19%) | ||
Caring, 20 (12.90%) | Caring, 9 (5.81%) | ||
Detached from the patient, 6 (3.87%) | Â |