Date of Award
Master of Science (MS)
Community & Environmental Health
Community Health Professions
John L. Echternach
Call Number for Print
Special Collections LD4331.C48 L376
The problem of increasing health care costs and decreasing access to health care services is a major crisis in the U.S. today. One factor contributing to the rising cost of health care is the inappropriate use of emergency rooms, (ERs). In response to escalating costs a local health care corporation implemented a telephone triage program called the After Hours Program, (AHP). The goal of the program was to reduce inappropriate utilization of emergency rooms, and to educate patients to recognize and treat specific health problems independently, i.e., home treatment.
A program evaluation was completed in which different dimensions of patient satisfaction were measured including accessibility, interpersonal care and technical skill of the nursing staff, as well as convenience of alternate treatment facilities. Almost 90% of those surveyed rated the program as very good or excellent, and 99% of respondents stated they would call the nurses again for advice. The study indicated that patients are satisfied with the AHP, and the results warrant incorporation into the program's quality improvement plan.
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LaRocco, Helen L..
"Patient Satisfaction Among Users of the After Hours Program"
(1995). Master of Science (MS), Thesis, Community & Environmental Health, Old Dominion University, DOI: 10.25777/22dz-2x34