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

Article


Mahmoud, Ibrahim, Hou, Xiang-Yu, Chu, Kevin, 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. https://doi.org/10.1111/1742-6723.12214
Article Title

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

ERA Journal ID16047
Article CategoryArticle
AuthorsMahmoud, Ibrahim (Author), Hou, Xiang-Yu (Author), Chu, Kevin (Author), Clark, Michele (Author) and Eley, Robert (Author)
Journal TitleEmergency Medicine Australasia
Journal Citation26 (3), pp. 256-261
Number of Pages6
Year2014
PublisherJohn Wiley & Sons
Place of PublicationMilton, Qld, Australia
ISSN1742-6723
1742-6731
Digital Object Identifier (DOI)https://doi.org/10.1111/1742-6723.12214
Web Address (URL)https://onlinelibrary.wiley.com/doi/10.1111/1742-6723.12214
Abstract

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.

KeywordsAustralia; Emergency Department; acute health service; immigrants; satisfaction
ANZSRC Field of Research 2020420309. Health management
420210. Social epidemiology
Public Notes

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Byline AffiliationsQueensland University of Technology
Department of Health, Queensland
University of Queensland
Institution of OriginUniversity of Southern Queensland
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Hou, Xiang-Yu. 2012. "Emergency medicine in China." Blaivas, Michael (ed.) Emergency medicine: an international perspective. Croatia. In-Tech. pp. 73-94
I love nursing, but.. - qualitative findings from Australian aged-care nurses about their intrinsic, extrinsic and social work values
Tuckett, Anthony, Parker, Deborah, Eley, Robert and Hegney, Desley. 2009. "I love nursing, but.. - qualitative findings from Australian aged-care nurses about their intrinsic, extrinsic and social work values." International Journal of Older People Nursing. 4 (4), pp. 307-317. https://doi.org/10.1111/j.1748-3743.2009.00184.x
Regional differences among employed nurses: a Queensland study
Henwood, Tim, Eley, Robert, Parker, Deborah, Tuckett, Anthony and Hegney, Desley. 2009. "Regional differences among employed nurses: a Queensland study." Australian Journal of Rural Health. 17 (4), pp. 201-207. https://doi.org/10.1111/j.1440-1584.2009.01072.x
The value of a breast care nurse in supporting rural and remote cancer patients in Queensland
Eley, Robert M., Rogers-Clark, Cath and Murray, Kay. 2008. "The value of a breast care nurse in supporting rural and remote cancer patients in Queensland." Cancer Nursing. 31 (6), pp. 10-18. https://doi.org/10.1097/01.NCC.0000339246.60700.cf
Mental health of farmers in Southern Queensland: issues and support
Hossain, Delwar, Eley, Rob, Coutts, Jeff and Gorman, Don. 2008. "Mental health of farmers in Southern Queensland: issues and support ." Australian Journal of Rural Health. 16 (6), pp. 343-348. https://doi.org/10.1111/j.1440-1584.2008.01013.x
Evaluating the impact of the graduate fellowship programme of the International Livestock Research Institute: a tools and process report
Eley, Robert, Hambly, Helen, Ibrahim, Habid, Demeke, Mulat and Smalley, Michael. 2002. "Evaluating the impact of the graduate fellowship programme of the International Livestock Research Institute: a tools and process report ." ILRI Impact Assessment Series.
Engineering education issues in the UK
Davis, Lesley, Eley, Robert and Lamb, Fiona. 2002. "Engineering education issues in the UK." 2nd Annual Symposium on Engineering Education. London 03 - 04 Jan 2002 London, UK.
Workforce issues in nursing in Queensland: 2001 and 2004
Hegney, Desley, Eley, Robert, Plank, Ashley, Buikstra, Elizabeth and Parker, Victoria. 2006. "Workforce issues in nursing in Queensland: 2001 and 2004." Journal of Clinical Nursing. 15 (12), pp. 1521-1530. https://doi.org/10.1111/j.1365-2702.2006.01558.x
Australian nurses access and attitudes to information technology - a national survey
Hegney, Desley, Eley, Robert, Buikstra, Elizabeth, Fallon, Anthony Bruce, Soar, Jeffrey and Gilmore, Victoria. 2006. "Australian nurses access and attitudes to information technology - a national survey." Park, H.-A., Murray, P. and Delaney, C. (ed.) 9th International Congress on Nursing Informatics (NI2006). Seoul, Korea 11 - 14 Jun 2006 Amsterdam, Netherlands.
Consumers' level of comfort with an advanced practice role for registered nurses in general practice: a Queensland, Australia study
Hegney, Desley, Eley, Robert, Buikstra, Elizabeth, Rees, Sharon and Patterson, Elizabeth. 2006. "Consumers' level of comfort with an advanced practice role for registered nurses in general practice: a Queensland, Australia study." Australian Journal of Primary Health. 12 (3), pp. 44-51.
The top eight issues Queensland Australia's aged-care nurses and assistants-in-nursing worried about outside their workplace: a qualitative snapshot
Tuckett, Anthony, Hegney, Desley, Parker, Deborah, Eley, Robert M. and Dickie, Robyn. 2011. "The top eight issues Queensland Australia's aged-care nurses and assistants-in-nursing worried about outside their workplace: a qualitative snapshot." International Journal of Nursing Practice. 17 (5), pp. 444-454. https://doi.org/10.1111/j.1440-172X.2011.01966.x
Broken glass as an injury hazard in an indigenous community
Henshaw, Richard, Eley, Robert and Gorman, Don. 2011. "Broken glass as an injury hazard in an indigenous community." Aboriginal and Islander Health Worker Journal. 35 (4), pp. 8-11, 27.
Personality traits of Australian nurses and doctors: challenging stereotypes?
Eley, Diann S. and Eley, Robert M.. 2011. "Personality traits of Australian nurses and doctors: challenging stereotypes?" International Journal of Nursing Practice. 17 (4), pp. 380-387. https://doi.org/10.1111/j.1440-172X.2011.01952.x
Reasons for entering and leaving nursing: an Australian regional study
Eley, Diann, Eley, Robert and Rogers-Clark, Cath. 2010. "Reasons for entering and leaving nursing: an Australian regional study." Australian Journal of Advanced Nursing. 28 (1), pp. 6-13.
Changing ICT for client/patient management and clinical information in residential and community aged care services in regional Australia: structured interviews with service managers
Soar, Jeffrey and Eley, Rob. 2010. "Changing ICT for client/patient management and clinical information in residential and community aged care services in regional Australia: structured interviews with service managers." Lee, Yeunsook, Bien, Z. Zenn, Mokhtari, Mounir, Kim, Jeong Tai, Park, Mignon, Kim, Jongbae, Lee, Heyoung and Khalil Ibrahim, Ismail (ed.) ICOST 2010: 8th International Conference on Smart Homes and Health Telematics: Aging Friendly Technology for Health and Independence. Seoul, South Korea 22 - 24 Jun 2010 Berlin / Heidelberg, Germany. Springer. https://doi.org/10.1007/978-3-642-13778-5_14
Psychological support for Queensland's rural breast cancer patients
Eley, Robert, Eley, Diann and Rogers-Clark, Cath. 2010. "Psychological support for Queensland's rural breast cancer patients." 2010 American Psychological Association Annual Convention. San Diego, United States of America 12 - 15 Aug 2010
Value of mental health first aid training of advisory and extension agents in supporting farmers in rural Queensland
Hossain, D., Gorman, D., Eley, R. and Coutts, J.. 2010. "Value of mental health first aid training of advisory and extension agents in supporting farmers in rural Queensland." Rural and Remote Health. 10 (4 ), pp. 1593-1603.
Exploring temperament and character traits in nurses and nursing students in a large regional area of Australia
Eley, Diann, Eley, Robert, Young, Louise and Rogers-Clark, Cath. 2011. "Exploring temperament and character traits in nurses and nursing students in a large regional area of Australia." Journal of Clinical Nursing. 20 (3-4), pp. 563-570. https://doi.org/10.1111/j.1365-2702.2009.03122.x
Attitudes of advisory and extension agents towards people with mental health problems
Hossain, Delwar, Eley, Robert, Gorman, Don and Coutts, Jeff. 2010. "Attitudes of advisory and extension agents towards people with mental health problems." Journal of International Agricultural and Extension Education. 17 (3), pp. 19-30. https://doi.org/10.5191/jiaee.2010.17302
Construct validity and reliability of the practice environment scale of the nursing work index for Queensland nurses
Parker, Deborah, Tuckett, Anthony, Eley, Robert and Hegney, Desley. 2010. "Construct validity and reliability of the practice environment scale of the nursing work index for Queensland nurses." International Journal of Nursing Practice. 16 (4), pp. 352-358. https://doi.org/10.1111/j.1440-172X.2010.01851.x
Long-term outcomes of seriously injured children: a study using the Child Health Questionnaire
Davey, Tamzyn M., Aitken, Leanne M., Kassulke, Desley, Bellamy, Nicholas, Ambrose, Jane, Gee, Travis and Clark, Michele. 2005. "Long-term outcomes of seriously injured children: a study using the Child Health Questionnaire." Journal of Paediatrics and Child Health. 41 (5), pp. 278-283. https://doi.org/10.1111/j.1440-1754.2005.00611.x
Workplace violence: differences in perceptions of nursing work between those exposed and those not exposed: a cross-sector analysis
Hegney, Desley, Tuckett, Anthony, Parker, Deborah and Eley, Robert. 2010. "Workplace violence: differences in perceptions of nursing work between those exposed and those not exposed: a cross-sector analysis ." International Journal of Nursing Practice. 16 (2), pp. 188-202. https://doi.org/10.1111/j.1440-172X.2010.01829.x
Access to and support for continuing professional education amongst Queensland nurses: 2004 and 2007
Hegney, Desley, Tuckett, Anthony, Parker, Deborah and Eley, Robert. 2010. "Access to and support for continuing professional education amongst Queensland nurses: 2004 and 2007." Nurse Education Today. 30 (2), pp. 142-149. https://doi.org/10.1016/j.nedt.2009.06.015
Music therapy to manage asthma symptoms in young indigenous people in an urban setting
Eley, Robert and Norman, Michelle. 2010. "Music therapy to manage asthma symptoms in young indigenous people in an urban setting." Aboriginal and Islander Health Worker Journal. 34 (3), pp. 20-22.
Career breaks and intentions for retirement by Queensland's nurses - a sign of the times?
Eley, Robert, Parker, Deborah, Tuckett, Anthony and Hegney, Desley. 2010. "Career breaks and intentions for retirement by Queensland's nurses - a sign of the times? " Collegian: The Australian Journal of Nursing Practice, Scholarship and Research. 17 (1), pp. 38-42. https://doi.org/10.1016/j.colegn.2009.10.004
Didgeridoos, songs and boomerangs for asthma management
Eley, Robert, Gorman, Don and Gately, Jane. 2010. "Didgeridoos, songs and boomerangs for asthma management." Health Promotion Journal of Australia. 21 (1), pp. 39-44.
How do rural GPs manage their inactive and overweight patients? A pilot study of rural GPs in Queensland
Eley, Diann and Eley, Robert. 2009. "How do rural GPs manage their inactive and overweight patients? A pilot study of rural GPs in Queensland." Australian Journal of General Practice. 38 (9), pp. 747-748.
Enhancing the knowledge and skills of advisory and extension agents in mental health issues of farmers
Hossain, Delwar, Gorman, Don and Eley, Robert. 2009. "Enhancing the knowledge and skills of advisory and extension agents in mental health issues of farmers ." Australasian Psychiatry. 17 (1), pp. 116-120. https://doi.org/10.1080/10398560902948365
Enhancing the knowledge and skills of advisory and extension agents in mental health issues of farmers
Hossain, Delwar, Gorman, Don, Eley, Robert and Coutts, Jeff. 2009. Enhancing the knowledge and skills of advisory and extension agents in mental health issues of farmers. Toowoomba, Australia. University of Southern Queensland.
Mental health first aid training for advisory and extension agents working with farmers
Gorman, Don, Hossain, Delwar, Eley, Robert and Coutts, Jeff. 2008. "Mental health first aid training for advisory and extension agents working with farmers." Cross, Wendy (ed.) Mental Health Nursing – A Broad Canvas: The Art of Mental Health Nursing in the Age of Technology and Science (2008). Melbourne, Australia 06 - 10 Oct 2008
Farm advisors' reflections on mental health first aid training
Hossain, Delwar, Gorman, Don, Eley, Robert and Coutts, Jeff. 2009. "Farm advisors' reflections on mental health first aid training." Advances in Mental Health. 8 (1).
Nurses' confidence and experience in using information technology
Eley, Robert, Fallon, Tony, Soar, Jeffrey, Buikstra, Elizabeth and Hegney, Desley. 2008. "Nurses' confidence and experience in using information technology." Australian Journal of Advanced Nursing. 25 (3), pp. 23-35.
A study of council community directories and their use for information about local health services
Eley, Robert, Hossain, Delwar and Khatri, Yunus. 2007. A study of council community directories and their use for information about local health services. Toowoomba, Australia. University of Southern Queensland.
Evaluation of the role of the breast care nurse at Toowoomba Base Hospital
Eley, Robert, Rogers-Clark, Cath and Knight, Christine. 2007. Evaluation of the role of the breast care nurse at Toowoomba Base Hospital . Toowoomba, Australia. University of Southern Queensland.
Didgeridoo playing and singing to support asthma management in aboriginal Australians
Eley, Robert and Gorman, Don. 2010. "Didgeridoo playing and singing to support asthma management in aboriginal Australians." Journal of Rural Health. 26 (1), pp. 100-104. https://doi.org/10.1111/j.1748-0361.2009.00257.x
Nurses worth listening to
Hegney, Desley, Plank, Ashley, Buikstra, Elizabeth, Parker, Victoria and Eley, Robert. 2005. Nurses worth listening to. Tooowoomba, Australia. University of Southern Queensland.
Nurses and information technology
Hegney, Desley, Buikstra, Elizabeth, Eley, Robert, Fallon, Anthony Bruce, Gilmore, Victoria and Soar, Jeffrey. 2007. Nurses and information technology. Canberra, Australia. Commonwealth of Australia.
Music therapy to manage asthma
Eley, Robert and Gorman, Don. 2008. "Music therapy to manage asthma." Aboriginal and Islander Health Worker Journal. 32 (1), pp. 9-10.
Council community directories as a source of information about local health services in rural Australia
Eley, Rob and Hossain, Delwar. 2010. "Council community directories as a source of information about local health services in rural Australia." Journal of Community Informatics. 6 (2), pp. 1-11.
Barriers to use of information and computer technology by Australia's nurses: a national survey
Eley, Robert, Fallon, Anthony Bruce, Soar, Jeffrey, Buikstra, Elizabeth and Hegney, Desley. 2009. "Barriers to use of information and computer technology by Australia's nurses: a national survey." Journal of Clinical Nursing. 18 (8), pp. 1151-1158. https://doi.org/10.1111/j.1365-2702.2008.02336.x
The status of training and education in information and computer technology of Australia's nurses: a national survey
Eley, Robert, Fallon, Tony, Soar, Jeffrey, Buikstra, Elizabeth and Hegney, Desley. 2008. "The status of training and education in information and computer technology of Australia's nurses: a national survey." Journal of Clinical Nursing. 17 (20), pp. 2758-2767. https://doi.org/10.1111/j.1365-2702.2008.02285.x
Findings from the HEI 'flip' project: application issues
Simpson, Will, Evans, Deborah, Eley, Robert and Stiles, Mark. 2003. "Findings from the HEI 'flip' project: application issues." International Journal of Continuing Engineering Education. 13 (5/6), pp. 471-482. https://doi.org/10.1504/IJCEELL.2003.004005
Informing rural and remote students about careers in health: factors influencing career decisions
Buikstra, Elizabeth, Eley, Robert M. and Hindmarsh, Natalie. 2007. "Informing rural and remote students about careers in health: factors influencing career decisions." Australian Journal of Rural Health. 15 (5), pp. 289-295. https://doi.org/10.1111/j.1440-1584.2007.00899.x
The ILRI Graduate Fellows Programme: a case study of impact (1978-1997)
Eley, Robert, Ibrahim, Habid, Hambly, Helen, Demeke, Mulat and Smalley, Michael. 2003. "The ILRI Graduate Fellows Programme: a case study of impact (1978-1997)." Education + Training. 45 (3), pp. 162-174. https://doi.org/10.1108/00400910310471028
Rural and remote health research: key issues for health providers in Southern Queensland
Eley, Robert and Baker, Peter. 2007. "Rural and remote health research: key issues for health providers in Southern Queensland." Australian Journal of Rural Health. 15 (6), pp. 368-372.
Desire of industry, products from academia - ships that pass in the night?
Eley, Robert, Williamson, Sarah and Lamb, Fiona. 2002. "Desire of industry, products from academia - ships that pass in the night? " 2002 Americal Society for Engineering Education Annual Conference & Exposition (ASEE 2002). Montreal, Canada 16 - 19 Jun 2002 Washington, DC.
What problems? No problems! Disabled people studying or working within an engineering-based environment
Hopkins, Christopher and Eley, Robert. 2001. "What problems? No problems! Disabled people studying or working within an engineering-based environment." Cutler, Gavin and Pulko, Susan (ed.) Progress 1. Student Progression and Retention in Engineering (2001). Hull, United Kingdom 18 - 20 Oct 2001 Hull, UK.
Supporting semi-remote web-based learners using a peer-to-peer collaborative tool
Evans, Debbie, Simpson, Will, Low, Ian and Eley, Robert. 2002. "Supporting semi-remote web-based learners using a peer-to-peer collaborative tool." New Pattern of Learning in Higher Education (2002). London 20 - 21 Jun 2002 London, United Kingdom.
An evaluation of bereavement support in Toowoomba
Eley, Robert. 2005. An evaluation of bereavement support in Toowoomba. Toowoomba, Australia. University of Southern Queensland.
Evaluation of the health careers in the Bush Health Careers Workshops 1994 - 2002
Hegney, Desley, Eley, Robert and Buikstra, Elizabeth. 2005. Evaluation of the health careers in the Bush Health Careers Workshops 1994 - 2002. Toowoomba, Australia. University of Southern Queensland.
Psychological services in five South-West Queensland communities: supply and demand
Buikstra, E., Fallon, A. B. and Eley, R.. 2007. "Psychological services in five South-West Queensland communities: supply and demand." Rural and Remote Health. 7 (1), pp. 1-11.
Aged care nursing in Queensland - the nurses' view
Eley, Robert, Hegney, Desley, Buikstra, Elizabeth, Fallon, Anthony Bruce, Plank, Ashley and Parker, Victoria. 2007. "Aged care nursing in Queensland - the nurses' view ." Journal of Clinical Nursing. 16 (5), pp. 860-872. https://doi.org/10.1111/j.1365-2702.2006.01696.x
Key issues in rural health: perspectives of health service providers in Queensland
Eley, Robert, Fallon, Anthony Bruce, Gorman, Don, Fahey, Paul P., Rogers-Clark, Cath and Hegney, Desley. 2006. Key issues in rural health: perspectives of health service providers in Queensland. Toowoomba, Australia. University of Southern Queensland.
Workplace violence in Queensland, Australia: the results of a comparative study
Hegney, Desley, Eley, Robert, Plank, Ashley, Buikstra, Elizabeth and Parker, Victoria. 2006. "Workplace violence in Queensland, Australia: the results of a comparative study." International Journal of Nursing Practice. 12 (4), pp. 220-231. https://doi.org/10.1111/j.1440-172X.2006.00571.x
Tenure, mobility and retention of nurses in Queensland, Australia: 2001 and 2004
Eley, Robert, Hegney, Desley, Buikstra, Elizabeth, Plank, Ashley and Parker, Victoria. 2007. "Tenure, mobility and retention of nurses in Queensland, Australia: 2001 and 2004 ." Journal of Nursing Management. 15 (3), pp. 285-293.
Informing rural and remote high school students about careers in health: the effect of Health Careers Workshops on course selection
Eley, Robert, Hindmarsh, Natalie and Buikstra, Elizabeth. 2007. "Informing rural and remote high school students about careers in health: the effect of Health Careers Workshops on course selection ." Australian Journal of Rural Health. 15 (1), pp. 59-64.
Attitudes of Australian nurses to information technology in the workplace: A national survey
Eley, Robert, Soar, Jeffrey, Buikstra, Elizabeth, Fallon, Tony and Hegney, Desley. 2009. "Attitudes of Australian nurses to information technology in the workplace: A national survey." CIN: Computers, Informatics, Nursing. 27 (2), pp. 114-121. https://doi.org/10.1097/NCN.0b013e318197557e