A Survey of the Expectations of New Mexico Emergency Physicians Regarding the Services of the New Mexico Poison and Drug Information Center

Abstract

Objective: Physicians have been surveyed concerning their satisfaction with poison center services but have never been questioned regarding their expectations. This study was conducted to clarify the expectations of emergency physicians in New Mexico regarding the service of their regional poison center, the New Mexico Poison and Drug Information Center. Design: Five New Mexico emergency department physicians were interviewed about their expectations when calling the New Mexico Poison and Drug Information Center. Their responses were combined with unique, additional expectations identified by the New Mexico Poison and Drug Information Center staff in order to develop a 62-item physician expectation mail survey instrument. Respondents were asked to rank the importance of each service expectation on a 5-point Likert scale (1 = not important, 5 = extremely important). Results: A useable return rate of 60% was achieved (104 surveys). Fifty-eight (94%) expectations had a mean importance rating of ≥3 (important). Ninety-four percent of the expectations included on the survey were being provided by the New Mexico Poison and Drug Information Center. Conclusion: Currently, there is a good fit between New Mexico emergency physician expectations and New Mexico Poison and Drug Information Center services provided. The instrument identified several areas where service was expected but not provided (Internet access to poison center, provision of industrial/occupational toxicology services, provision of tele-medicine capability) and where service was provided but not expected (drug dosing information). Surveying can be a valuable tool for clarifying expectations for poison center services.