Even low-acuity patients prefer hospital-based emergency care A survey of non-urgent patients in an emergency department with unique regional position

Background Besides increasing numbers of cases in German emergency departments (ED), the spectrum of attending patients is also changing. Patients with acute illnesses tend to prefer EDs to ambulatory care as primary contact point. This study examines the motives for use and use behavior of low-urgent ED-patients. Methods Anonymous patient survey in the ED of Wolfsburg Hospital between 12/2015 and 03/2016 with descriptive analysis. All patients with low urgency (Manchester-Triage-System (MTS), levels blue and green) were eligible. Results 81.5% of respondents (729 evaluable out of 7000 questionnaires distributed) attended the ED between 8:00 a.& x202f;m. and 5:00 p.& x202f;m., 70.1 & x202f;% of them were walk-in patients. The motive most frequently cited was that they would receive better care in the ED (48.3 & x202f;%). Contrary to acuity assessment, 67.8 & x202f;% of respondents considered themselves a medium to life-threatening emergency. As alternative option, 49.2 & x202f;% would choose a nearby clinic in the region for their complaints. Conclusion Self-assessed urgency differs with acuity assessment according to MTS. Patients who fear an acute threat to their health do not use services provided in the ambulatory sector such as the emergency practice of the Association of Statutory Health Insurance Physicians in the immediate proximity sufficiently. Previous approaches for patient navigation do not seem to be successful in this setting. Strengthening of EDs as a single 24/7 access point for emergency care with simultaneous abolition of parallel care structures should be discussed.