School of Nursing, Curtin University, Western Australia, Australia; Fiona Stanley Hospital, South Metropolitan Health Service, Western Australia, Australia.
School of Nursing, Curtin University, Western Australia, Australia.
Int Emerg Nurs. 2024 Jun;74:101456. doi: 10.1016/j.ienj.2024.101456. Epub 2024 May 14.
Emergency department (ED) triage is often patients' first contact with a health service and a critical point for patient experience. This review aimed to understand patient experience of ED triage and the waiting room.
A systematic six-stage approach guided the integrative review. Medline, CINAHL, EmCare, Scopus, ProQuest, Cochrane Library, and JBI database were systematically searched for primary research published between 2000-2022 that reported patient experience of ED triage and/or waiting room. Quality was assessed using established critical appraisal tools. Data were analysed for descriptive statistics and themes using the constant comparison method.
Twenty-nine articles were included. Studies were mostly observational (n = 17), conducted at a single site (n = 23), and involved low-moderate acuity patients (n = 13). Nine interventions were identified. Five themes emerged: 'the who, what and how of triage', 'the patient as a person', 'to know or not to know', 'the waiting game', and 'to leave or not to leave'.
Wait times, initiation of assessment and treatment, information provision and interactions with triage staff appeared to have the most impact on patient experience, though patients' desires for each varied. A person-centred approach to triage is recommended.
急诊分诊通常是患者与医疗服务的首次接触，也是患者体验的关键节点。本次综述旨在了解患者在急诊分诊和候诊时的体验。
系统的六阶段方法指导了综合综述。系统检索了 Medline、CINAHL、EmCare、Scopus、ProQuest、Cochrane 图书馆和 JBI 数据库，以获取 2000 年至 2022 年间发表的报告急诊分诊和/或候诊室患者体验的原始研究。使用既定的批判性评估工具评估质量。使用恒定性比较法对数据进行描述性统计和主题分析。
共纳入 29 篇文章。研究大多为观察性研究（n=17），在单个地点进行（n=23），涉及低中度严重程度的患者（n=13）。确定了 9 项干预措施。出现了 5 个主题：“分诊的人员、内容和方式”、“患者作为人”、“了解或不了解”、“等待游戏”和“离开或不离开”。
等待时间、评估和治疗的开始、信息提供以及与分诊工作人员的互动似乎对患者体验影响最大，尽管患者对每个方面的期望有所不同。建议采用以患者为中心的分诊方法。
