急诊科患者对分诊及护理工作的满意度
Satisfaction of Patients with Triage and Nursing Practice in Emergency Departments.
作者信息
Özhanlı Yasemin, Akyolcu Neriman
机构信息
Department of Surgical Nursing, İstanbul University-Cerrahpaşa Florence Nightingale Faculty of Nursing, İstanbul, Turkey.
Department of Nursing, İstanbul İstinye University, Faculty of Health Sciences, İstanbul, Turkey.
出版信息
Florence Nightingale J Nurs. 2020 Mar 6;28(1):49-60. doi: 10.5152/FNJN.2020.18041. eCollection 2020 Feb.
AIM
This research was carried out to evaluate the satisfaction of triage and nursing practice for emergency patients.
METHOD
The sample for this descriptive study comprised 198 patients (115 women and 83 men) that visited the emergency department at an education and research hospital between December 01, 2013, and December 31, 2013, and agreed to participate in the study. The participants had been informed about the purpose, content, and methods of this study. Then, the data collection forms (patient information form, Triage Satisfaction Scale, and Newcastle Satisfaction with Nursing Scale) were administered to the patients. Data analysis involved descriptive statistical methods as well as parametric and nonparametric tests.
RESULTS
It was determined that the mean age of the patients in the emergency department was 38.56 ± 17.43 years, and 51.5% (n=102) patients were in the yellow triage category. It was determined that a majority of patients did not wait for triage and indicated that they were receiving treatment in accordance with the triage category. The total Triage Satisfaction Scale mean score was 7.37±2.11 and the total Newcastle Satisfaction with Nursing Scale mean score was 73.34±17.66. It was found that there was a significant difference between the waiting status and satisfaction scores in the triage section of the patients. It was also found that there was a meaningful difference between the dimensions of satisfaction with treatment and care in terms of the triage category.
CONCLUSION
It was determined that the patients who applied to the emergency unit were generally satisfied by the triage practice and nursing care. The nursing care satisfaction levels of the patient and their family regarding the health status and psychological support were found to be low. It may be advisable to periodically implement satisfaction analyses of the nursing practices in such units in order to make necessary arrangements and to eliminate deficiencies.
目的
本研究旨在评估急诊患者对分诊及护理工作的满意度。
方法
本描述性研究的样本包括198例患者（115名女性和83名男性），这些患者于2013年12月1日至2013年12月31日期间前往一家教学研究医院的急诊科就诊，并同意参与研究。已向参与者告知本研究的目的、内容和方法。然后，向患者发放数据收集表格（患者信息表、分诊满意度量表和纽卡斯尔护理满意度量表）。数据分析采用描述性统计方法以及参数检验和非参数检验。
结果
确定急诊科患者的平均年龄为38.56±17.43岁，51.5%（n = 102）的患者属于黄色分诊类别。确定大多数患者无需等待分诊，并表示他们正在按照分诊类别接受治疗。分诊满意度量表的总平均分为7.37±2.11，纽卡斯尔护理满意度量表的总平均分为73.34±17.66。发现患者在分诊环节的等待状态与满意度得分之间存在显著差异。还发现，就分诊类别而言患者对治疗和护理的满意度维度之间存在有意义的差异。
结论
确定前往急诊科室就诊的患者总体上对分诊工作和护理服务感到满意。发现患者及其家属对健康状况和心理支持方面的护理满意度较低。为了做出必要安排并消除不足之处，定期对这些科室的护理工作进行满意度分析可能是可取的。
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