Frank-Soltysiak Marie, Court Charles
Service de santé publique et d'épidémiologie, CHU de Bicêtre, 78, rue du Général Leclerc, 94275 Le Kremlin-Bicêtre.
Presse Med. 2002 Nov 9;31(36):1690-5.
The emergency department of a university hospital centre receives 40,000 patients per year. A study was conducted in its surgical unit to assess the existing dysfunctions and to develop corrective measures.
The method used was that of a prospective survey, based on two questionnaires: one on the waiting time, provided by each patient and by the different participants and one distributed to the consultants to measure their satisfaction with regard to the services rendered. The data were analysed using multivariate methods.
The questionnaire "waiting time" was completed for 812 patients. The median time spent in the emergency department was of 100 minutes, 47% of patients saw a physician less than 15 minutes after their arrival. The median medical time was of 45 minutes. The prescription of supplementary examinations significantly increased the time spent in the department (p < 0.01). Two hundred and twenty persons completed the "perception" questionnaire. Forty percent of patients considered that they had to wait too long, the time spent waiting for a medical examination was too long for 27.7%; 62.5% of the consultants were not informed of the foreseeable waiting time and the reasons for this delay. The participants were well cared for in 95.4% of cases, and well informed on the possible evolution of their lesions (88.4% of cases). The recommendations on leaving the department were clearly explained for 93.7%, 98.6% of the persons interviewed had been received kindly and 96.5% would return to the department if they needed to.
This study revealed the insufficient information provided on the waiting time and the reasons for this delay. The availability of a nurse to welcome and assist the patients would improve these parameters. Posters should be displayed with information on the foreseeable waiting time. During a meeting to present the results of this study, all the staff were made aware of this problem.
一家大学医院中心的急诊科每年接待40000名患者。在其外科部门进行了一项研究，以评估现有的功能障碍并制定纠正措施。
所采用的方法是前瞻性调查，基于两份问卷：一份关于等待时间，由每位患者和不同参与者提供，另一份分发给会诊医生以衡量他们对所提供服务的满意度。使用多变量方法对数据进行分析。
812名患者完成了“等待时间”问卷。在急诊科花费的中位时间为100分钟，47%的患者在到达后不到15分钟就见到了医生。中位就医时间为45分钟。开具补充检查显著增加了在科室花费的时间（p < 0.01）。220人完成了“认知”问卷。40%的患者认为他们等待时间过长，27.7%的患者认为等待医学检查的时间过长；62.5%的会诊医生未被告知可预见的等待时间及延迟原因。95.4%的情况下参与者得到了良好护理，88.4%的情况下他们被告知病情可能的发展。93.7%的情况下关于离开科室的建议得到了清晰解释，98.6%的受访者受到了友好接待，96.5%的人表示如果需要会再次回到该科室。
本研究揭示了在等待时间及延迟原因方面提供的信息不足。配备一名护士来迎接和协助患者将改善这些指标。应张贴有关可预见等待时间的信息海报。在一次展示本研究结果的会议上，所有工作人员都意识到了这个问题。
