The Effects of Having P atient Liaisons in a Geriatric Emergency Department

1. The Effects of Having Patient Liaisons in a Geriatric Emergency Department T Berahman DO, M Karounos DO, S Hochman MD, M Sadi BS, R Schultz RN, M Christiensen PhD, APN, U Hwang MD, M Rosenberg DO Saint Joseph’s Regional Medical Center, Department of EM

2. Background • As the population ages and longevity increases, emergency departments will face increasing visit volumes. • Frequently, patients express that they do not have adequate interaction with physician and staff in order to address non- medical needsand updates on their status. • Patient Liaisons (PL) have been shown to be a helpful resource in other healthcare settings. Objective • To develop a Patient Liaison program in the Geriatric Emergency Department (GED) and evaluate its impact on patient satisfaction.

3. Methods • This is a prospective study of patients aged > 65 who were seen in the GED, which is located in a large urban academic ED with an annual census of 140,071. • A standardized survey was used to collect data about patient satisfaction both at times when a PL was present and absent. • The surveys included 5 questions, rated 0 to 10, based on the patient’s satisfaction of their care and overall ED experience. • Surveys were collected between 9/01/12 and 8/30/13. • The surveys were administered by scribes and PL’s in both admitted and discharged patients. • Statistical analysis were performed comparing the PL versus non-PL groups.

4. Results • Of the 637 total surveys, 432 had a PL present during their ED stay and 205 were when there was no PL. • Age range was 65 to 99 years, with a mean age of 75 years old. • The PL and non-PL groups were compared and the results were analyzed using a two-tailed t test. • Of the 5 qyestions, there was no significant differences in 4 survey responses. • For 1 question, however, there was increased satisfaction (mean score PL vs. mean score non-PL) (p= 0.012) when patients were asked how often they felt they were visited by an ED staff member. Limitations • Unequal sample size

6. Note: Statistically significant difference in the mean rating of Question 1 by Liaison Status, P=0.012

7. Conclusion • Having a patient liaison in the GED does appear to have some impact on patient satisfaction. • Patients did appreciate and acknowledge that they were seen by an ED staff member more often than at times when there was no PL on shift. • Although the other questions in the survey did not have statistical significance, there was a trend toward improved scores. • Implementation of a patient liaison in the GED may improve patient satisfaction.