Avaliação da satisfação dos usuários atendidos por serviço pré-hospitalar móvel de urgência

Dantas, Rodrigo Assis Neves; Dantas, Daniele Vieira; Nascimento, Jéssica Cristhyanne Peixoto; Sarmento, Sabrina Daiane Gurgel; Oliveira, Sara Porfírio de

doi:10.1590/0103-1104201811615

Cited by 6 publications

(11 citation statements)

References 14 publications

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“…In line with the findings of the present study, research by Johansson et al in Sweden suggested favorable levels of satisfaction of patients with pre-hospital emergency services [13]. Various domestic and international studies also indicated overall satisfaction with the desired level of emergency services [10,12,[14][15][16][17].…”

Section: Discussionsupporting

confidence: 88%

“…Besides, resolving the problems regarding equipment shortages of emergency ambulances is of significant importance. Most studies have revealed that patient satisfaction is a useful indicator for estimating the quality of medical care [12,14,15,23,24].…”

Section: Discussionmentioning

confidence: 99%

“…In the study by Willis (2015) , the study participants expressed their satisfaction with the structure and process of the services provided. Despite overall satisfaction, dimensions, such as structure, the sense of comfort in the ambulance, and the response time process have led to a decreased level of satisfaction [12]. This study aimed to evaluate the satisfaction level of pre-hospital emergency bases among service recipients in Qom City, Iran, in 2017.…”

Section: Introductionmentioning

confidence: 99%

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Patient Satisfaction With Pre-hospital Emergency Care in Qom Province in 2017

Farhadloo

Chavoshi

Vahedian

et al. 2020

HDQ

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Background: Pre-hospital emergency is usually the first phase of treatment. The most serious emergency cases before any action in health care unit is to know what services are the cause of satisfaction or dissatisfaction of the patients with the overall emergency care. The aim of this study was to evaluate the satisfaction of recipients of pre-hospital emergency care in Qom City. Materials and Methods: In this descriptive study 400 patients who transported to the hospitals by Qom EMS were selected by using simple random sampling. Data were collected by using of satisfaction questionnaire. The data gathered through telephone interviews. Data were collected by using a demographic questionnaire and a Consumer Emergency Care Satisfaction Scale (CECSS) and then analyzed by SPSS v. 16 software using descriptive and Chi-square tests. Results: The results showed that the satisfaction rate from emergency ambulances and the efficiency of the emergency staff was moderate, and the satisfaction from technicians, the rate of acting professionally, performance of technicians, and the general opinion of patients were high. Also, the highest level of satisfaction (70%) belonged to technicians and the least satisfaction (26%) belonged to ambulance. Conclusion: Although the satisfaction rate of Qom pre-hospital emergency staff related to the performance of ambulance was low due to some shortcomings and deficiencies;however the overall rate of satisfaction from pre-hospital emergency care in Qom City was at a good and acceptable level.

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Section: Discussionsupporting

confidence: 88%

Section: Discussionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

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Patient Satisfaction With Pre-hospital Emergency Care in Qom Province in 2017

Farhadloo

Chavoshi

Vahedian

et al. 2020

HDQ

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“…Para averiguar os indicadores que refletem em um atendimento de êxito e qualidade, são observados pelo paciente: tipo de atendimento dado pela equipe, relacionamento interpessoal, habilidade técnica, disponibilidade de materiais e tempo de atendimento entre outros, pois tais aspectos são indispensáveis para a qualidade do atendimento ofertado (6) .…”

Section: Discussionunclassified

“…Entretanto, tem sido um desafio a identificação dos indicadores viáveis e válidos nos serviços pré-hospitalar, pois as publicações atuais são escassas (5) . Destaca-se que um compilado dos indicadores de qualidade, relacionados à avaliação dos serviços pré-hospitalares, facilitaria o gerenciamento destes serviços e a implantação de estratégias assertivas que busquem melhoria da qualidade e da segurança neste processo de trabalho (6) .…”

Section: Introductionunclassified

Indicadores de avaliação dos serviços de atendimento pré-hospitalar de urgência e emergência: Revisão integrativa

Magalhães

Piran

Ludwig

et al. 2023

SaudColetiv (Barueri)

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Objetivo: Analisar as evidências científicas disponíveis na literatura sobre indicadores que subsidiam a avaliação dos serviços de atendimento pré-hospitalar de urgência e emergência. Método: Revisão integrativa conduzida nas bases LILACS, CINAHL, SCOPUS, National Library of Medicine (via PubMed) e Web of Science. Utilizados estudos disponíveis na íntegra de domínio público ou privado, sem limite de idioma, não delimitando data de publicação. Resultados: Foram elencados quatro estudos para amostra final, os quais os indicadores de avaliação dos serviços de atendimento pré-hospitalar de urgência e emergência estavam relacionados à satisfação do paciente, os tempos despendidos durante o atendimento, o desenvolvimento de indicadores de qualidade (estrutura, processo e resultados) e os índices de avaliação dos serviços. Conclusão: Os achados contribuem no campo prático dos serviços de atendimento pré-hospitalar de urgência e emergência, com a finalidade de proporcionar uma reflexão entre os gestores e profissionais de saúde.

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Ambulance service satisfaction level and associated factors among service users in Addis Ababa, Ethiopia

Asfaw,

Yalew,

Godie

et al. 2024

BMC Emerg Med

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Introduction Pre-hospital ambulance service is the most important part of healthcare service. Client satisfaction with the service indicates the degree of adaptation to the appropriate quality and quantity of services. Patients’ dissatisfaction with the service can affect their expectations of the overall services that they will receive later in the definitive care facility. However, it is not a well-addressed area in developing countries, including Ethiopia. Objective This study aimed to identify the ambulance service satisfaction level and associated factors among service users in Addis Ababa, Ethiopia. Methods A cross-sectional study was conducted in five governmental hospitals in Addis Ababa city. A face-to-face exit interview technique was employed on a total of 410 consecutively selected participants using a pretested tool developed from similar sources. The cleaned data was entered into the Epi-Data Manager 4.6 version and then exported to SPSS version 26 for analysis. The dependent variable was dichotomized into satisfied and unsatisfied to compute bivariate logistic regression. In the multivariate logistic regression model, predictors with a p-value < 0.05 at the 95% CI were considered to have a significant association. Result A total of 410 respondents were included in the study. The mean of participants’ responses regarding ambulance personnel, call operator, treatment on the scene, and ambulance subscale was 3.64, 3.48, 3.40, and 3.43, respectively. The study found that only 21.5% of participants were satisfied by the ambulance service they received. There was a statistically significant association between ambulance service satisfaction and age (AOR = 3.52, 95% CI: 1.01–12.36), monthly income (AOR = 3.13, 95% CI: 1.41–6.94), ambulance response time (AOR = 10.33, 95% CI: 2.09–51.06), type of ambulance used (AOR = 4.55, 95% CI: 2.19–9.43), and previous ambulance usage (AOR = 2.33, 95% CI: 1.34–4.05). Conclusion The study found a low level of satisfaction among ambulance users. The findings suggest that ambulance personnel performance is a key determinant of user satisfaction, while treatment at the scene and in the ambulances, and call operator areas require improvement. Age, monthly income, ambulance response time, type of ambulance, and previous ambulance use also influenced satisfaction. Improving the quality of services, reducing response time, and ensuring call operators are trained are vital steps to enhance satisfaction.

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Avaliação da satisfação dos usuários atendidos por serviço pré-hospitalar móvel de urgência

Cited by 6 publications

References 14 publications

Patient Satisfaction With Pre-hospital Emergency Care in Qom Province in 2017

Patient Satisfaction With Pre-hospital Emergency Care in Qom Province in 2017

Indicadores de avaliação dos serviços de atendimento pré-hospitalar de urgência e emergência: Revisão integrativa

Ambulance service satisfaction level and associated factors among service users in Addis Ababa, Ethiopia

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