ArticleHealth expectations : an international journal of public participation in health care and health policy2012
Patients' experiences and views of an emergency and urgent care system.
Article in Health expectations : an international journal of public participation in health care and health policy, 2012. The graph could read no effect estimate from its abstract, so it casts no vote on the map. Cited by 10 papers, 1 of them a synthesis that pooled it.
What it found
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The trial behind it
Trials whose registry record cites this paper, or whose number appears in the abstract. A trial that started after this paper was published is citing it as background, not reporting it.
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Who cites it
10 citing papers in PubMed, 1 synthesis or guideline pooled it.
- Why do patients with 'primary care sensitive' problems access ambulance services? A systematic mapping review of the literature.BMJ open · 2015Pooled it
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- What does the ideal urgent and emergency care system look like? A qualitative study of service user perspectives.Emergency medicine journal : EMJ · 2020Article
- Patient experience feedback in UK hospitals: What types are available and what are their potential roles in quality improvement (QI)?Health expectations : an international journal of public participation in health care and health policy · 2019Review
- Examination of EMS Decision Making in Determining Suitability of Patient Diversion to Urgent Care Centers.Healthcare (Basel, Switzerland) · 2019Article
- Patient experience of different regional models of urgent and emergency care: a cross-sectional survey study.BMJ open · 2017Article
- Article
- How do patients respond when confronted with telephone access barriers to care?Health expectations : an international journal of public participation in health care and health policy · 2015Article
- A system-wide approach to explaining variation in potentially avoidable emergency admissions: national ecological study.BMJ quality & safety · 2014Article
- Communication between health professionals and patients to shape decisions and ensure understanding. Editorial.Health expectations : an international journal of public participation in health care and health policy · 2012Article
Corrections and comments
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Authors and funding
3 authors.
Funding
Abstract
backgroundSurveys of patients' experiences and views of health care usually focus on single services. During an unexpected episode of ill health, patients may make contact with different services and therefore experience care within an emergency and urgent care system. We developed the Urgent Care System Questionnaire and used it to describe patients' experiences and views of an emergency and urgent care system in England.
methodsA market research company used quota sampling and random digit dialling to undertake a telephone survey of 1000 members of the general population in July 2007.
results15% (151/1000) of the population reported using the emergency and urgent care system in the previous 3 months. Two thirds of users (68%, 98/145) contacted more than one service for their most recent event, with a mean of 2.0 services per event. Users entered the system through a range of services: the majority contacted a daytime GP in the first instance (59%, 85/145), and 12% (18/145) contacted either a 999 emergency ambulance or an emergency department. Satisfaction with all aspects of care diminished when four or more services had been contacted.
conclusionsThis is the first study to describe patients' experiences and views of the emergency and urgent care system. The majority of patients experienced a system of care rather than single service care. There was an indication that longer pathways resulted in lower levels of patient satisfaction. Health care organisations can undertake similar surveys to identify problems with their system or to assess the impact of changes made to their system.
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