Impact of COVID-19 Pandemic on Quality of Health Services Provided by Emergency Medical Services and Emergency Departments in the Opinion of Patients: Pilot Study

Abstract

Background: The aim of this study was to assess the quality of assistance provided by emergency medical service (EMS) and hospital emergency department (ED) staff in the opinion of patients. Methods: Simple random sampling was performed to select the responders. A group of 131 people who correctly completed the questionnaire form was included in the study. The questionnaire was directed only to patients receiving EMS and/or ED assistance during the time period when the pandemic was announced in Poland. Results: Problems in the ED were reported by 38 people (31.15%), and calling EMS was reported as generating problems by 7 people (16.67%). Dissatisfaction with the help provided in EDs was reported by 33 patients (27.05%), and dissatisfaction with the help by EMS was reported by eight people (19.05%). The assessment of the patient’s satisfaction level significantly correlated with the waiting time in the ED (Spearman = 0.217; p = 0.016) as well as with the waiting for EMSs (Spearman = 0.403; p = 0.008). Conclusions: Patients of the ambulance service and hospital emergency departments during the pandemic positively assessed the actions of medical services, despite significant delays in providing health services.

Covid-19 Pandemijos Įtaka Sveikatos Priežiūrai Ir Jos Kokybei Ligoninėse: Sisteminė Literatūros Apžvalga Ir Atvejo Analizė

“…COVID-19 pandemijos metu sutriko visa sveikatos priežiūra, visos sveikatos priežiūros sistemos funkcionavimas. Tai padarė esminį negatyvų poveikį kokybei [34,35,36].…”

Literature Review : The Effect of Service Quality on Patient Satisfaction During the Covid-19 Pandemic Based on SRVQUAL Scale

“…Salah satu ciri dari variabel kehandalan (reliability) adalah kesesuaian antara pelayanan yang dijanjikan, terutama dalam hal ketepatan waktu. Berkaitan dengan ketepatan waktu, penelitian Leszczyński et al (2022) juga menyatakan rata-rata waktu tunggu untuk masuk ke ED dan memulai diagnosa pada 58 kasus (47,54%) lebih dari satu jam. Hal ini mengindikasikan bahwa penilaian tingkat kepuasan pasien secara signifikan berkorelasi dengan waktu tunggu di ED (Emergency Department), dimana kepuasaan pasien yang rendah disebabkan oleh waktu tunggu yang lama (Leszczyński et al, 2022).…”

“…Berkaitan dengan ketepatan waktu, penelitian Leszczyński et al (2022) juga menyatakan rata-rata waktu tunggu untuk masuk ke ED dan memulai diagnosa pada 58 kasus (47,54%) lebih dari satu jam. Hal ini mengindikasikan bahwa penilaian tingkat kepuasan pasien secara signifikan berkorelasi dengan waktu tunggu di ED (Emergency Department), dimana kepuasaan pasien yang rendah disebabkan oleh waktu tunggu yang lama (Leszczyński et al, 2022). Oleh sebab itu sangat penting dilakukan sistem pemisahan pasien (triage) saat masuk ke ED sehingga pasien dapat memahami prioritas terapi yang diberikan oleh petugas di ED.…”

A Crisis in the Health System and Quality of Healthcare in Economically Developed Countries

“…Specialist hospitals and wards for COVID-19 patients (including temporary ones) were established, to which some healthcare professionals from other areas were directed. Many healthcare providers suspended the implementation of planned medical procedures, limiting themselves only to necessary procedures, and services provided by general practitioners were in the form of telephone consultations [35,36]. All this meant that national healthcare systems faced completely new challenges that could not remain without affecting the quality of entire systems and the health services they provide.…”