Ashraf Jibran, Hassan Mujtaba, Iqbal Qaiser, Naseer Momina, Idrees Sikander, Ali Khan M
Cardiology, National Institute of Cardiovascular Diseases, Karachi, PAK.
Critical Care, National Institute of Cardiovascular Diseases, Karachi, PAK.
Cureus. 2020 Apr 16;12(4):e7696. doi: 10.7759/cureus.7696.
Introduction Healthcare services all over Pakistan are facing an ever-growing patient flow. Rapid urbanization and a population boom are mainly responsible for this phenomenon. This is most evident in the emergency department. Not only are the patients in dire need of medical management but they require it within a certain time frame lest it is too late. It is difficult in such situations to deliver satisfactory services. Many studies have analyzed satisfaction levels in doctors, nurses, postgraduates, and patients in the emergency department. But little data is available on the satisfaction levels of attendants that accompany the patients most of the time. Attendants are an integral part of the doctor-patient relationship and their perspective may offer some insight into the shortcomings and issues afflicting the system, especially with regards to emergency medicine. Aim To evaluate the satisfaction levels of attendants of patients treated at the emergency department. Materials and methods This is a cross-sectional study, held from January 1 to June 31, 2018. Patient and attendant confidentiality were ensured. Written consent was taken in all cases. Attendants of patients treated at the emergency department that followed up at four weeks were given a simple questionnaire to fill. There were 10 questions in it, with a simple "Yes" or "No" answer. A "Yes" answer carried one point while a "No" answer had zero points. Satisfaction levels were scored out of 10. Satisfaction levels were grouped as very satisfied (9-10 points), satisfied (7-8 points), partially satisfied/partially dissatisfied (5-6 points), dissatisfied (3-4 points), and very dissatisfied (0-2 points). Results A total of 688 patients followed up at four weeks, with their attendants willing to fill in the questionnaire. Mean satisfaction levels were 7.21 ± 4.59. Almost 60% of the attendants were either very satisfied or satisfied with their experience. Attendants were most satisfied with the cost, lab facilities, availability of medicines, and medical equipment. Time management was the most concerning factor for the attendants. Conclusions Attendants are mostly very satisfied or satisfied with their experience in the emergency department. About one-fifth are either very dissatisfied or dissatisfied.
引言
巴基斯坦各地的医疗服务都面临着日益增长的患者流量。快速的城市化和人口激增是造成这一现象的主要原因。这在急诊科最为明显。患者不仅急需医疗救治，而且需要在特定时间内得到救治，否则就为时已晚。在这种情况下，提供令人满意的服务很困难。许多研究分析了急诊科医生、护士、研究生和患者的满意度水平。但关于大多数时间陪伴患者的陪同人员的满意度数据却很少。陪同人员是医患关系中不可或缺的一部分，他们的观点可能会为困扰该系统的缺点和问题提供一些见解，特别是在急诊医学方面。
目的
评估在急诊科接受治疗的患者的陪同人员的满意度水平。
材料和方法
这是一项横断面研究，于2018年1月1日至6月31日进行。确保了患者和陪同人员的隐私。所有病例均获得书面同意。对在急诊科接受治疗并在四周后进行随访的患者的陪同人员发放一份简单的问卷让其填写。问卷中有10个问题，答案为简单的“是”或“否”。“是”答案得1分，“否”答案得0分。满意度得分满分为10分。满意度分为非常满意（9 - 10分）、满意（7 - 8分）、部分满意/部分不满意（5 - 6分）、不满意（3 - 4分）和非常不满意（0 - 2分）。
结果
共有688名患者在四周后进行了随访，他们的陪同人员愿意填写问卷。平均满意度为7.21±4.59。几乎60%的陪同人员对他们的经历非常满意或满意。陪同人员对费用（成本）、实验室设施、药品供应和医疗设备最为满意。时间管理是陪同人员最关心的因素。
结论
陪同人员大多对他们在急诊科的经历非常满意或满意。约五分之一的人非常不满意或不满意。
