Non-urgent attendance at emergency departments.

AIM: To discover the factors influencing patients' decisions to attend emergency departments (EDs) for non-urgent treatment.

METHOD: A sample of 196 patients self-presenting at an NHS Lanarkshire ED were interviewed by telephone.

FINDINGS: The results show that most of the sample members thought that their conditions required urgent attention and that their attendance at the ED was appropriate. The largest proportion of the sample presented with soft tissue injuries or haematomas. Females tended to attend because of others' advice more than did males, with families and friends rather than healthcare professionals being their most common source of healthcare advice.

CONCLUSION: A targeted social marketing campaign is needed to address the misconceptions of people who self-present at EDs. The employment of nurse advisors to assess and divert patients to appropriate care services can reduce attendance at EDs and would educate attendees about help-seeking decisions.