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Patient Satisfaction with Pre-Hospital Emergency Services. A Qualitative Study Comparing Professionals’ and Patients’ Views

Author

Listed:
  • Fernando García-Alfranca

    (Departament de Salut, Sistema d’Emergències Mèdiques, 08908 L’Hospitalet de Llobregat, Spain)

  • Anna Puig

    (Departament de Salut, Sistema d’Emergències Mèdiques, 08908 L’Hospitalet de Llobregat, Spain)

  • Carles Galup

    (Departament de Salut, Sistema d’Emergències Mèdiques, 08908 L’Hospitalet de Llobregat, Spain)

  • Hortensia Aguado

    (Servei Català de la Salut, CatSalut, 08028 Barcelona, Spain)

  • Ismael Cerdá

    (Servei Català de la Salut, CatSalut, 08028 Barcelona, Spain)

  • Mercedes Guilabert

    (Departamento de Psicología de la Salud, Universidad Miguel Hernández, 03002 Elche, Spain)

  • Virtudes Pérez-Jover

    (Departamento de Psicología de la Salud, Universidad Miguel Hernández, 03002 Elche, Spain)

  • Irene Carrillo

    (Departamento de Psicología de la Salud, Universidad Miguel Hernández, 03002 Elche, Spain)

  • José Joaquín Mira

    (Departamento de Psicología de la Salud, Universidad Miguel Hernández, 03002 Elche, Spain
    Centro de Salud Hospital-Plá, Departamento de Salud Alicante-Sant Joan, 03550 Alicante, Spain)

Abstract

Objective : To describe patient satisfaction with pre-hospital emergency knowledge and determine if patients and professionals share a common vision on the satisfaction predictors. Methods: A qualitative study was conducted in two phases. First, a systematic review following the PRISMA protocol was carried out searching publications between January 2000 and July 2016 in Medline, Scopus, and Cochrane. Second, three focus groups involving professionals (advisers and healthcare providers) and a total of 79 semi-structured interviews involving patients were conducted to obtain information about what dimensions of care were a priority for patients. Results: Thirty-three relevant studies were identified, with a majority conducted in Europe using questionnaires. They pointed out a very high level of satisfaction of callers and patients. Delay with the assistance and the ability for resolution of the case are the elements that overlap in fostering satisfaction. The published studies reviewed with satisfaction neither the overall care process nor related the measurement of the real time in responding to an emergency. The patients and professionals concurred in their assessments about the most relevant elements for patient satisfaction, although safety was not a predictive factor for patients. Response capacity and perceived capacity for resolving the situation were crucial factors for satisfaction. Conclusions: Published studies have assessed similar dimensions of satisfaction and have shown high patient satisfaction. Expanded services resolving a wide number of issues that can concern citizens are also positively assessed. Delays and resolution capacity are crucial for satisfaction. Furthermore, despite the fact that few explanations may be given due to a lack of face-to-face attention, finding the patient’s location, taking into account the caller’s emotional needs, and maintaining phone contact until the emergency services arrive are high predictors of satisfaction.

Suggested Citation

  • Fernando García-Alfranca & Anna Puig & Carles Galup & Hortensia Aguado & Ismael Cerdá & Mercedes Guilabert & Virtudes Pérez-Jover & Irene Carrillo & José Joaquín Mira, 2018. "Patient Satisfaction with Pre-Hospital Emergency Services. A Qualitative Study Comparing Professionals’ and Patients’ Views," IJERPH, MDPI, vol. 15(2), pages 1-31, January.
    • Handle: RePEc:gam:jijerp:v:15:y:2018:i:2:p:233-:d:129483
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    References listed on IDEAS

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    1. Linder-Pelz, Susie, 1982. "Social psychological determinants of patient satisfaction: A test of five hypotheses," Social Science & Medicine, Elsevier, vol. 16(5), pages 583-589, January.
    2. Hall, Judith A. & Dornan, Michael C., 1988. "What patients like about their medical care and how often they are asked: A meta-analysis of the satisfaction literature," Social Science & Medicine, Elsevier, vol. 27(9), pages 935-939, January.
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    Cited by:

    1. Diego Moya & Mercedes Guilabert & Rafael Manzanera & Gloria Gálvez & Marta Torres & Adriana López-Pineda & María Lourdes Jiménez & José Joaquín Mira, 2023. "Differences in Perception of Healthcare Management between Patients and Professionals," IJERPH, MDPI, vol. 20(5), pages 1-18, February.
    2. Rafael Manzanera & Diego Moya & Mercedes Guilabert & Manel Plana & Gloria Gálvez & Jordi Ortner & José Joaquín Mira, 2018. "Quality Assurance and Patient Safety Measures: A Comparative Longitudinal Analysis," IJERPH, MDPI, vol. 15(8), pages 1-8, July.
    3. Runtang Meng & Jingjing Li & Yunquan Zhang & Yong Yu & Yi Luo & Xiaohan Liu & Yanxia Zhao & Yuantao Hao & Ying Hu & Chuanhua Yu, 2018. "Evaluation of Patient and Medical Staff Satisfaction regarding Healthcare Services in Wuhan Public Hospitals," IJERPH, MDPI, vol. 15(4), pages 1-17, April.

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