Monetary resident incentives: effect on patient satisfaction in an academic emergency department.

UNLABELLED: Patient satisfaction most be a priority in emergency departments (EDs). The care provided by residents forms much of the patient contact in academic EDs. OBJECTIVE: To determine if monetary incentives for emergency medicine (EM) residents improve patient satisfaction scores on a mailed survey. METHODS: The incentive program ran for nine months, 1999-2000. Press-Ganey surveys responses from ED patients in 456 hospitals; 124 form a peer group of larger, teaching hospitals. Questions relate to: 1) waiting time, 2) taking the problem seriously, 3) treatment information, 4) home care concerns, 5) doctor's courtesy, and 6) concern with comfort. A 5-point Likert scale ranges from "very poor" (0 points) to "very good" (100). Raw score is the weighted mean, converted to a percentile vs. the peer group. Incentives were three-fold: a year-end event for the EM residents if 80th percentile results were achieved; individual incentives for educational materials of $50/resident (50th percentile), $100 (60th), $150 (70th), or $200 (80th); discount cards for the hospital's espresso cart. These were distributed by 11 EM faculty (six cards/month) as rewards for outstanding interactions. Program cost was <$8,000, from patient-care revenue. Faculty had similar direct incentives, but nursing and staff incentives were ill defined and indirect. RESULTS: Raw scores ranged from 66.1 (waiting time) to 84.3 (doctor's courtesy) (n=509 or ∼7.2% of ED volume). Corresponding percentiles were 20th-43rd (mean=31st). We found no difference between the overall scores after the incentives, but three of the six questions showed improvement, with one, "doctors' courtesy," reaching 53(rd) percentile. The faculty funded the 50(th) percentile reward. CONCLUSIONS: Incentives are a novel idea to improve patient satisfaction, but did not foster overall Press-Ganey score improvement. We did find a trend toward improvement for doctor-patient interaction scores. Confounding variables, such as increasing patient census, could account for inability to demonstrate a positive effect.

Patients' vs. Physicians' Assessments of Emergencies: The Prudent Layperson Standard.

OBJECTIVE: To compare perception of the need for emergency care by emergency department (ED) patients vs. emergency physicians (EPs). METHODS: Mailed survey to EPs and a convenience sample of ED patients. Survey rated urgency of acute sore throat, ankle injury, abdominal pain, and hemiparesis, as well as the best definition of "emergency." Responses were compared with chi-square (p < .05). RESULTS: 119/140 (85%) of EPs and 1453 ED patients responded. EPs were more likely to judge acute abdominal pain (79.8% vs. 43.4%, p < 0.001, odds ratio (OR) 5.16, 95% confidence interval (CI) 3.19-8.40) and hemiparesis (100% vs. 82.6%, p < 0.001, OR 24.9, 95% CI 3.75-94.4) as an emergency. Similar proportions of ED patients and EPs considered sore throat (12.2% vs. 7.6%, p = 0.18, OR 0.59, CI 0.27-1.23) and ankle injury (46.9% vs. 38.6%, p = 0.10, OR 0.71, CI 0.48-1.06) an emergency. EPs (35%) and ED patients (40%) agreed to a similar degree with the "prudent layperson" definition, "a condition that may result in death, permanent disability, or severe pain." (p = .36, OR 1.22, CI 0.81-1.84). EPs were more likely to add, "the condition prevented work," (27% vs. 16%, p = 0.003, OR 0.51, CI 0.33-0.81). Patients more often added, "occurred outside business hours" (15% vs. 4%, p = 0.002, OR 4.0, CI = 1.5-11.3). CONCLUSION: For serious complaints, ED patients' thresholds for seeking care are higher than judged appropriate by EPs. Stroke is not uniformly recognized as an emergency. Absent consensus for the "correct" threshold, the prudent layperson standard is appropriate.

Second place winner. Absorption of topical ophthalmic medications presenting as lethargy and apnea in an infant.

The case of a previously healthy 3-week-old infant with lethargy and apnea resulting from topical absorption of ophthalmic antiglaucoma medications is described. This case illustrates the importance of including topical drugs in medication histories and considering them as potential causes of systemic toxicity. It also emphasizes the high level of vigilance that is needed in monitoring infants and small children when prescribing concentrated topical medications that are usually given to adults.

Providing telephone advice from the emergency department.

Emergency departments frequently receive telephone calls from the general public. Callers sometimes request detailed instruction or medical advice. The growth of managed care produced expanded use of telephone-based medical information as a part of managed care ED demand management. Although the suboptimal accuracy of on-site triage is well documented in the medical literature, the accuracy of telephone-based medical advice is poorly studied. Case law indicates that the expectations for the medical outcomes of those receiving telephone-based medical advice will not be significantly less than those for on-site ED triage. This American College of Emergency Physicians Policy Resource and Education Paper (PREP) explores these issues.

Utility of the CORD ECG Database in Evaluating ECG Interpretation by Emergency Medicine Residents.

OBJECTIVES: Electrocardiograph (ECG) interpretation is a vital component of Emergency Medicine (EM) resident education, but few studies have formally examined ECG teaching methods used in residency training. Recently, the Council of EM Residency Directors (CORD) developed an Internet database of 395 ECGs that have been extensively peer-reviewed to incorporate all findings and abnormalities. We examined the efficacy of this database in assessing EM residents' skills in ECG interpretation. METHODS: We used the CORD ECG database to evaluate residents at our academic three-year EM residency. Thirteen residents participated, including four first-year, four second-year, and five third-year residents. Twenty ECGs were selected using 14 search criteria representing a broad range of abnormalities, including infarction, rhythm, and conduction abnormalities. Exams were scored based on all abnormalities and findings listed in the teaching points accompanying each ECG. We assigned points to each abnormal finding based on clinical relevance. RESULTS: Out of a total of 183 points in our clinically weighted scoring system, first-year residents scored an average of 99 points (54.1%) [91-119], second-year residents 111 points (60.4%) [97-126], and third-year residents 130 points (71.0%) [94-150], p = 0.12. Clinically relevant abnormalities, including anterior and inferior myocardial infarctions, were most frequently diagnosed correctly, while posterior infarction was more frequently missed. Rhythm abnormalities including ventricular and supraventricular tachycardias were most frequently diagnosed correctly, while conduction abnormalities including left bundle branch block and atrioventricular (AV) block were more frequently missed. CONCLUSION: The CORD database represents a valuable resource in the assessment and teaching of ECG skills, allowing more precise identification of areas upon which instruction should be further focused or individually tailored. Our experience suggests that more focused teaching of conduction abnormalities and posterior infarctions may be beneficial. The CORD database should be considered for incorporation into an ECG curriculum during residency training.

Earthquake epidemiology : The 1994 Los Angeles earthquake emergency department experience at a community hospital

Introduction: To assess the volume of patients and the composition of their injuries and illnesses that presented to an emergency department (ED) close to the epicenter of an earthquake that occurred in a seismically prepared area. Methods: A retrospective analysis of data abstracted from charts and ED logs for patient census and types of injuries and illnesses of the patients who presented in the ED of a community hospital before and after the earthquake (6.8 Ritcher scale) that occurred in 1994 in Los Angeles. Illnesses were clasified as trauma -and non- trauma related. Data were compared with epidemiological profiles of earthquakes in seismically prepared and unprepared areas. Results: A statistically significant increase in ED patient census over baseline lasted 11 days. There was a large increase in the number of traumatic injuries such as lacerations and orthopedic injuries during the first 48 hours. Beginning on the third day after the event, primary care conditions predominated. When the effects of the LA quake were compared with those of similar Ritcher magnitude and disruptive capability, the ED epidemiology profile was similar to those in seismically unprepared areas, except for the total number of casualties. Conclusion: The majority of patients with traumatic injuries presented within the first 48 hours. The increase relative to baseline lasted 11 days. Efforts to develop disaster response systems from resources outside the disaster-stricken area should focus on providing mostly primary care assistance. Communities in seismically prepared areas could require external medical assistance for their EDs for up to two weeks following the event(AU)