Validity of Wait Time Complaints and Effect of Trainee Presence in an Ophthalmic Emergency Department

Figures & data

Table 1 Press Ganey Survey Questions

Section	Questions
Arrival	Waiting time before noticed arrival
	Helpfulness of first person
	Comfort of waiting area
	Waiting time to treatment area
	Waiting time to see doctor
	Comments
Nurses	Nurses’ courtesy
	Nurse took time to listen
	Nurses’ attention to your needs
	Nurses’ informative re treatments
	Nurses’ concern for privacy
	Comments
Doctors	Doctors’ courtesy
	Doctor took time to listen
	Doctor informative re treatment
	Doctors’ concern for comfort
	Comments
Tests	Courtesy of person who took blood
	Concern blood draw comfort
	Waiting time for radiology test
	Courtesy of radiology staff
	Concern for comfort radiology test
	Comments
Family or Friends	Courtesy shown family/friends
	Adequacy of info to family/friends
	Let family/friend be with you
	Comments
Personal/Insurance Info	Courtesy during pers/insur info
	Privacy during pers/insur info
	Ease giving pers/insur info
	Comments
Personal Issues	Informed about delays
	Staff cared about you as a person
	How well pain was controlled
	Information about home care
	Comments
Overall Assessment	Overall rating ER care
	Likelihood of recommending
	Comments

Table 2 Negative Comment Characteristics

		# Negative Comments		# Negative Comments per Survey			Reported Wait Time (Min)		Actual Wait Time (Min)
		n	%	Mean	SD	p^a	Mean	SD	Mean	SD	p^b
Gender	Male	109	69.9	1.53	0.92	0.234	191	78	146	68	<0.001
	Female	47	30.1	1.81	1.39		228	110	157	113	<0.001
Language	English	58	37.2	1.73	1.30	0.668	220	93	149	91	<0.001
	Spanish	98	62.8	1.62	1.05		199	114	161	112	0.021
Shift	7AM–3PM	73	46.8	1.55	0.90	0.390	207	104	157	86	<0.001
	3PM–11PM	66	42.3	1.69	1.32		220	105	151	117	<0.001
	11PM–7AM	17	10.9	2.83	2.14		219	48	138	54	<0.001

Notes: ^aIndependent sample t-test (gender, language) or Kruskal–Wallis (shift) between groups. ^bPaired sample t-test within groups.

Abbreviations: ED, emergency department; ESI, Emergency Severity Index; PG, Press Ganey.