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As an alternative to the emergency department (ED), urgent care has an opportunity to meet the needs of the older adult population and earn their business. An Australian study published in BMC Geriatrics assessed what older adults value most in urgent care services through a survey that presented “discrete choice experiments”—in which respondents choose between hypothetical scenarios. Among the 995 people aged 65 years and older who participated in the survey, researchers found the strongest preference was for reduced waiting times (within 2 hours) for urgent/ED care. Other top priorities respondents noted included receiving care from medical professionals with specialized training in senior health and holistic treatment with regular communication. Comprehensive follow-up, including discharge summaries and post-visit support, was also on the list of must-haves for seniors. In terms of the look and feel of the environment, respondents said they prefer quiet and calm ambiance, spaciousness, comfortable furniture, and convenient access to restrooms and refreshments. Every attribute tested significantly influenced preferences (p < 0.001).
Get comfortable: While most respondents said they appreciate the expertise of EDs, they dread the long waits. Among the participants, 27% had visited a public hospital ED within the past 12 months, and 15% had been admitted. Researchers recommend that healthcare organizations consider the preferences of older people to drive greater patient satisfaction.
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