Publication: Acilde hasta şikâyetlerini değerlendirme adımları II: değerlendirme formunun uygulanması
Abstract
G i r i ş: Bu çalışma, acil serviste hasta şikayetlerini değerlendirmek ve memnuniyet düzeyini saptamak amacıyla yapıldı. Gereç ve Yöntem: Tanımlayıcı ve analitik olarak planlanan çalışma, 09 Aralık 2006-30 Haziran 2007 yılında ‹stanbul’da özel bir hastanenin acil servisinde, 1514 hastanın katılımıyla yapıldı. Veriler 13 sorudan oluşan “Bireysel Özellikler Formu” ve 35 sorudan oluşan “Hasta fiikayetlerini Değerlendirme Formu” ve beşli triyaj sistemini içeren “Triyaj Kategorileri Formu” aracılığı ile yüz yüze görüşme yöntemiyle toplandı. Bulgular: Hastaların %70’inin 16-43 yaş aralığında, %57’sinin kadın ve %76’sının triyajının dört olduğu, %62,3’ünün (n=943) acil servisten aldıkları hizmetten “çok memnun” oldukları belirlendi. Buna karşın sağlık sorununu “çok ciddi” olarak tanımlayanların acil servisten genel olarak “hiç memnun” olmadığı ve ilk acil girişime başlama süresi uzadıkça verilen acil bakımdan memnuniyetsizliğin arttığı belirlendi. Ancak aradaki farklar istatistiksel olarak anlamlı olsa da, klinik olarak anlamlı değildi. Acil hasta şikâyetleri arasında “odalarda yataklar arasındaki perdelerin varlığı ve yatakların rahat olmaması” ilk sırada yer aldı. Sonuç: Acil hastası özelliği gereği en kısa sürede hizmet almayı istemektedir. Acil hastaya en kısa sürede ilk acil girişimlerin başlatılabilmesi için disiplinler arası bir yaklaşımla gerekli protokollerin hazırlanması ve bu protokoller doğrultusunda bakım verilmesi gerekir. Acil hasta memnuniyetini etkileyen faktörlerin belirlenmesinde daha farklı popülasyonlar ile yapılan çalışmalara ihtiyaç vardır.
Objectives: The study was performed to determine the patients’ complaints and satisfaction in emergency setting. Materials and Methods: This descriptive and analytic research, was conducted between December 9, 2006 and June 30, 2007 with 1514 patients in the emergency department of a private hospital in Istanbul. Data were collected by using a 13-question “Individual Characteristics Form” and a 35-question “Evaluation of Patient Complaints Form (EPCF) ” with a face-to-face interview. In addition, “Triage Categories Form” was also usedwhich includes a five category triage system. Results: In this study, 70% of the patients were between 16 and 43 years old, 57% were female, 76% had a triage category of 4 and 62.3% (n=943) stated that they were “very pleased” with the care they received in the emergency department. However patients who thought the had a “very serious” health problem were “not satisfied at all” with the emergency department and and delayin their first emergency intervention causes dissatisfaction However, although these are statistical significant, the differences are not clinically significant. Among the emergency department patient complaints the most common was “the presence of curtains between the beds in the rooms and the beds which are not comfortable enough”. Conclusion: Patients admitted to emergency department want to receive the care as soon as possbile. Interdisciplinary policies are needed to attend care to the emergency patients in the shortest time. Further studies with different populations are needed to determine factor affecting the satisfaction of emergency department patients.
Objectives: The study was performed to determine the patients’ complaints and satisfaction in emergency setting. Materials and Methods: This descriptive and analytic research, was conducted between December 9, 2006 and June 30, 2007 with 1514 patients in the emergency department of a private hospital in Istanbul. Data were collected by using a 13-question “Individual Characteristics Form” and a 35-question “Evaluation of Patient Complaints Form (EPCF) ” with a face-to-face interview. In addition, “Triage Categories Form” was also usedwhich includes a five category triage system. Results: In this study, 70% of the patients were between 16 and 43 years old, 57% were female, 76% had a triage category of 4 and 62.3% (n=943) stated that they were “very pleased” with the care they received in the emergency department. However patients who thought the had a “very serious” health problem were “not satisfied at all” with the emergency department and and delayin their first emergency intervention causes dissatisfaction However, although these are statistical significant, the differences are not clinically significant. Among the emergency department patient complaints the most common was “the presence of curtains between the beds in the rooms and the beds which are not comfortable enough”. Conclusion: Patients admitted to emergency department want to receive the care as soon as possbile. Interdisciplinary policies are needed to attend care to the emergency patients in the shortest time. Further studies with different populations are needed to determine factor affecting the satisfaction of emergency department patients.