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Survey indicates high levels of satisfaction with ERs in Newfoundland and Labrador: Eastern Health

Ambulances park outside the Emergency Entrance at the Health Sciences Complex in St. John's.
Ambulances park outside the Emergency Entrance at the Health Sciences Complex in St. John's. - SaltWire File Photo
ST. JOHN'S, N.L. —

Last week Eastern Health released the results of its Experience of Care Survey of emergency department services in the eastern region that indicated overall high levels of satisfaction with the services received.

Just over 87 per cent (87.5 per cent) of respondents indicated they were either “satisfied” or “very satisfied” with the care provided.

Eastern Health issued 4,724 surveys between May and November of 2018 to patients who had presented to one of its emergency departments.

The health authority’s research department then analyzed the data and compiled the results. A total of 1,064 surveys were completed, it says, for a statistically viable response rate of 22.5 per cent.

Responses were received from users of all 13 emergency departments within Eastern Health’s region.

“I’d like to offer my thanks to all those who took time to complete the survey, as their feedback helps to re-affirm areas of strength in the care we provide, as well as to identify areas for improvement,” said David Diamond, President and CEO, Eastern Health.

“Our emergency departments are high-volume and often intense health-care environments, providing care to both adults and children during stressful situations. The many positive responses in this survey extend a vote of confidence to our health-care professionals who provide emergency care.”

A news release notes that Experience of Care surveys are a key component in the Accreditation Canada process which is conducted every four years to assess a health organization’s compliance with national quality and safety standards. The surveys are part of Eastern Health’s ongoing efforts to provide the best health care possible by gathering first-hand perspectives on how health-care services are delivered from patients, clients, residents and family members.

“The results of the survey indicate a high level of confidence in the care provided in our emergency departments throughout Eastern Health,” said Elaine Warren, vice-president with responsibility for emergency services.

“Our emergency staff received very high scores, not just for the quality and consultative approach of their care, but also in the respect and compassion they show to the hundreds of men, women and children they serve every day.”

Areas identified for improvement pertained mostly to the need for additional information regarding follow-up care upon leaving the emergency department, specifically related to possible side effects of medication and symptom management.

In the coming months, Experience of Care surveys will be conducted in the areas of primary health care, long-term care, and the mental health inpatient program.

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