Departament de Salut, Sistema d'Emergències Mèdiques, 08908 L'Hospitalet de Llobregat, Spain.
Servei Català de la Salut, CatSalut, 08028 Barcelona, Spain.
Int J Environ Res Public Health. 2018 Jan 30;15(2):233. doi: 10.3390/ijerph15020233.
: To describe patient satisfaction with pre-hospital emergency knowledge and determine if patients and professionals share a common vision on the satisfaction predictors. 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. 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. 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.
描述患者对院前急救知识的满意度，并确定患者和专业人员对满意度预测因素是否存在共同的看法。一项定性研究分为两个阶段进行。首先，按照 PRISMA 方案进行系统评价，检索 Medline、Scopus 和 Cochrane 数据库中 2000 年 1 月至 2016 年 7 月的文献。其次，进行了 3 次包含专业人员（顾问和医疗保健提供者）的焦点小组访谈，共涉及 79 名患者的半结构化访谈，以获取有关患者认为哪些护理维度是优先考虑的信息。共确定了 33 项相关研究，其中大部分在欧洲进行，采用问卷调查。结果表明，呼叫者和患者的满意度非常高。与援助相关的延误和解决问题的能力是促进满意度的重叠因素。回顾的研究既没有发表满意度的整体护理过程，也没有发表与响应紧急情况的实时测量相关的研究。患者和专业人员对患者满意度的最重要因素的评估是一致的，尽管安全不是患者的预测因素。响应能力和解决问题的感知能力是满意度的关键因素。已发表的研究评估了相似的满意度维度，并显示出较高的患者满意度。扩展服务解决了许多可能令公民关注的问题，也得到了积极的评估。延迟和解决能力对满意度至关重要。此外，尽管由于缺乏面对面的关注可能无法给出很多解释，但找到患者的位置、考虑到呼叫者的情感需求以及保持电话联系直到紧急服务到达，都是满意度的高预测因素。
