Evaluation of the Impact of Challenges in the Emergency Department on the Quality of Care and the Humanist Concept in Tunisia

Introduction: Providing healthcare services in an emergency setting, such as an emergency department, follows a strict and precise protocol, prioritizing patient satisfaction and well-being above all else. Patient satisfaction is closely linked to both the quality of care delivered and the way in which patients were treated. Objective: Describe the concepts of quality of care and humanist concept among health professionals in Tunisia and assess the impact of the main challenges faced by emergency departments on these concepts. Methods: We conducted an observational study between July and September 2022 which included 130 healthcare professionals working in the emergency departments of various hospitals and specialized centers in Tunisia. Each participant completed a self-administered questionnaire about their perception of the quality of care they provide. Results: Our findings revealed that the definitions of quality of care and the humanist concept varied among individual healthcare providers, often influenced by personal interpretation and discretion. We also identified key challenges faced in emergency departments, which included workload overload, staff shortages, limited time for patient care, and patient behavior. In response to these challenges, some professionals reported a negative attitude, while most maintained their professional composure, seriousness and their sense of ethics. Conclusions: We believe that high-quality care rooted in a shared humanist concept is achievable through collaborative efforts among all stakeholders responsible for the smooth operation of emergency department services.