Hospital de Viladecans, Instituto Catalán de la Salud, Viladecans, Barcelona, Spain.
Departamento de Salud Pública, Salud Mental y Enfermería Materno-Infantil, Facultad de Enfermería, Universidad de Barcelona, Campus de Ciencias de la Salud Bellvitge, L'Hospitalet de Llobregat, Barcelona, Spain.
Enferm Clin (Engl Ed). 2024 Sep-Oct;34(5):408-415. doi: 10.1016/j.enfcle.2024.09.004. Epub 2024 Sep 28.
Perceived quality of patient care is essential in healthcare, particularly in hospital emergency departments (EDs), where the triage process, performed by nurses, is fundamental yet under-researched. The aim is to explore patient satisfaction in triage, identify improvement opportunities, and provide guidance for future research to enhance ED care.
A scoping review was conducted across databases including PubMed, CINAHL, Scopus, Cochrane, Joanna Briggs, Google, and Google Scholar. Empirical articles from January 2014 to December 2023 were selected, excluding non-face-to-face triage, pediatrics, and aspects not related to nursing care.
Six studies were included, demonstrating a high level of patient satisfaction with triage, especially regarding nurses' skills and professional competence, courtesy, respect, interest, and empathy. However, pain management and confidence in treatment scored lower. Patient satisfaction was related to age, gender, reason for consultation, and perception of nurses' professional competence.
Similar opinions were observed regarding areas for improvement in care and nurses' skills in triage. The need for qualitative research and more rigorous sampling methods was highlighted.
Nurse training and education in triage are crucial for patient satisfaction. Further research is needed to evaluate the effectiveness of nursing interventions in triage and address remaining challenges.
患者对医疗护理质量的感知至关重要，特别是在医院急诊部门（ED），分诊过程由护士进行，这一过程至关重要但研究不足。本研究旨在探讨分诊中的患者满意度，确定改进机会，并为未来的研究提供指导，以加强 ED 护理。
在包括 PubMed、CINAHL、Scopus、Cochrane、Joanna Briggs、Google 和 Google Scholar 在内的数据库中进行了范围综述。选择了 2014 年 1 月至 2023 年 12 月的实证文章，排除了非面对面分诊、儿科和与护理关怀无关的方面。
共纳入 6 项研究，结果显示患者对分诊高度满意，特别是对护士的技能和专业能力、礼貌、尊重、关心和同理心表示满意。然而，疼痛管理和对治疗的信心评分较低。患者满意度与年龄、性别、就诊原因和对护士专业能力的感知有关。
在护理和护士分诊技能的改进领域观察到类似的意见。强调需要进行定性研究和更严格的抽样方法。
对护士进行分诊培训和教育对患者满意度至关重要。需要进一步研究评估护理干预在分诊中的有效性，并解决剩余的挑战。
