Y doesn't Gen Y like 2 w8?

Abstract

Objective: The aim of this small scaled research project was to identify any generational differences in expectations and satisfaction in waiting times, amongst Minor Injury patients with an ATS (Australian Triage score) four and five and how, or indeed if these relate to overall satisfaction of the Emergency Department (ED) Fast track or Treatment Stream (TS) Service. The question for this research was: In what ways do generational groups perceive waiting times for the service provided by an Emergency Department Fast track or Treatment Stream Service and with what implications for future services?

Design: A descriptive survey design where patients entering the TS area of the ED were given a validated patient satisfaction questionnaire to complete during their stay, in order to quantify their expectations of the waiting times and their level of satisfaction. Data was descriptively analysed and discussed within the conceptual framework of generational descriptions.

Setting: Emergency Department, within an independent Emergency Nurse Practitioner (ENP) led TS service.

Subjects: Convenience sample, limited to a maximum of every third adult patient attending the Armadale ED TS area, was offered the opportunity to participate in the study.

Main outcome measures: Expectations of waiting times and levels of satisfaction across generational groups.

Results: There was no difference between the expectations of Gen Y and other generational groups (Pr Chi 0.135), however Gen Y were still significantly less satisfied with the service than the other generational groups (P=0.018).

Conclusion: More research is required to address the expectations and satisfaction in waiting times and health services offered to different generational groups. This study offers beginning insights.