在巴基斯坦开伯尔-普赫图赫瓦省白沙瓦的一家三级护理医院的院前服务中，患者对救护车服务的满意度和利用情况：一项横断面研究。

Patient Satisfaction and Utilization of Ambulance Services in Prehospital Services at a Tertiary Care Hospital: A Cross-Sectional Study in Peshawar, Khyber Pakhtunkhwa, Pakistan.

机构信息

Research Cell, Khyber College of Dentistry, Peshawar, Khyber Pakhtunkhwa, Pakistan.

Health Department, Nowshera, Khyber Pakhtunkhwa, Pakistan.

出版信息

Air Med J. 2023 Jul-Aug;42(4):239-245. doi: 10.1016/j.amj.2023.03.002. Epub 2023 Apr 21.

DOI:10.1016/j.amj.2023.03.002

PMID:37356883

Abstract

OBJECTIVE

Patients reporting to emergency departments frequently use different ambulance services; therefore, the measurement of patient satisfaction is relevant to encouraging those services to meet patient expectations. The aim of this study was to determine the patients' satisfaction and utilization of different ambulance services at a tertiary health care hospital in Peshawar relating to prehospital services.

METHODS

This cross-sectional study was conducted at Lady Reading Hospital, Peshawar, Khyber Pakhtunkhwa, Pakistan, from July 2019 to January 2020 using a consecutive sampling technique with a total sample size of 378. The patients reporting to the emergency department using any ambulance service were included in this study. Different types of ambulance services were used as an outcome variable. Proportions were compared for the categoric variables using the chi-square test, whereas the 1-way analysis of variance test was used to determine the mean response time and age. Results were considered significant at a P value ≤ .050. All analyses were completed using SPSS version 20 (IBM Corp, Armonk, NY).

RESULTS

Of the total 378 study participants, approximately 166 (43.9%) used Rescue 1122 services, 99 (26.2%) used private ambulance services, and 44 (11.6%) used public ambulance services. Road traffic accidents were the most common complaint by 98 (25.9%, P < .003) participants. The mean response time for Rescue 1122 was 13.2 ± 18 minutes followed by the Chippa Foundation (private) at 17.8 ± 20 minutes (P < .005). Males (n = 254) were the predominant users of all services. Participants from the urban region (n = 112) used Rescue 1122, whereas the public ambulance service was used only by 31 patients (P < .005). Among all the ambulance services, 19 (61.3%) participants were not satisfied with the Chippa service regarding vehicle cleanliness, whereas participants were highly satisfied with Rescue 1122.

CONCLUSION

Overall, the patients were more satisfied with the services provided by the Rescue 1122 ambulances compared with all other ambulance services.

摘要

目的

经常有患者到急诊科报到并使用不同的救护车服务；因此，衡量患者满意度对于鼓励这些服务满足患者的期望很重要。本研究的目的是确定白沙瓦一家三级保健医院患者对院前服务的不同救护车服务的满意度和使用情况。

方法

本横断面研究于 2019 年 7 月至 2020 年 1 月在巴基斯坦开伯尔-普赫图赫瓦省白沙瓦的莱迪夫人医院进行，采用连续抽样技术，总样本量为 378 例。本研究纳入使用任何救护车服务到急诊科报到的患者。不同类型的救护车服务作为因变量。使用卡方检验比较分类变量的比例，使用单向方差分析检验确定平均响应时间和年龄。结果在 P 值≤0.050 时被认为具有统计学意义。所有分析均使用 SPSS 版本 20（IBM Corp，Armonk，NY）完成。

结果

在 378 名研究参与者中，约有 166 人（43.9%）使用 Rescue 1122 服务，99 人（26.2%）使用私人救护车服务，44 人（11.6%）使用公共救护车服务。道路交通意外是最常见的投诉，共 98 人（25.9%，P <0.003）。Rescue 1122 的平均响应时间为 13.2±18 分钟，其次是 Chippa 基金会（私人）的 17.8±20 分钟（P <0.005）。男性（n=254）是所有服务的主要使用者。来自城市地区的参与者（n=112）使用了 Rescue 1122，而只有 31 名患者使用了公共救护车服务（P <0.005）。在所有救护车服务中，19 名（61.3%）参与者对 Chippa 服务的车辆清洁度不满意，而参与者对 Rescue 1122 非常满意。