Schmalstieg-Bahr Katharina, Bessert Bastian, Peters Penelope-Sophie, Bobardt Johanna Sophie, Mayer-Runge Ulrich, Scherer Martin, Oltrogge-Abiry Jan
Department of General Practice and Primary Care, University Medical Center Hamburg-Eppendorf, Hamburg, Germany.
Interdisciplinary Central Emergency Department, University Medical Center Hamburg-Eppendorf, Hamburg, Germany.
Eur J Gen Pract. 2025 Dec;31(1):2520218. doi: 10.1080/13814788.2025.2520218. Epub 2025 Jun 27.
Emergency room (ER) utilisation by ambulatory patients with low urgency medical problems leads to ER-capacity use and long waiting times. Establishing General Practice (GP)-led urgent care practices (UCP) adjacent to ERs allows to triage patients from the ER to the UCP. However, patients may perceive themselves as ER-cases and expect ER-treatment including extensive diagnostics.
To assess UCP-patients' satisfaction compared to ambulatory ER-patients.
Sub-analysis (11/2019-01/2020) of a prospective, monocentric observational study at the University Medical Centre Hamburg-Eppendorf ER and co-located UCP focusing on patient survey data including demographics, waiting time and diagnoses. Satisfaction, uncertainty and appropriateness of waiting time was assessed with 4-point Likert-scales.
Analysing 1196 UCP- and 597 ER-patients, patient satisfaction correlated positively with perceived appropriate waiting time in both groups. But more UCP-patients deemed their waiting time appropriate (76.7% vs. 70.4%; = 0.004) and reported to be very satisfied with the treatment (64.7% vs. 55.8%; < 0.001). Time until the first physician contact was nearly equal, but the entire length of stay was shorter in the UCP (104 ± 88.0 min vs. 179 ± 301 min; < 0.001). In both groups, satisfaction was reduced by on-going uncertainty after the visit, but uncertainty was higher among UCP-patients (32% vs. 25%; = 0.003). Age, gender or diagnosis had no influence on patients' satisfaction. More UCP-patients stated that today's problem could have been treated by a GP (57% vs. 15%; < 0.001) and were advised to follow up in an outpatient setting.
Treating patients in an UCP does not lead to overall dissatisfaction.
患有低紧急程度医疗问题的门诊患者使用急诊室（ER）会导致急诊室容量被占用以及等待时间过长。在急诊室附近建立由全科医生（GP）主导的紧急护理机构（UCP），可以将急诊室的患者分流到紧急护理机构。然而，患者可能会自认为是急诊病例，并期望得到包括全面诊断在内的急诊治疗。
评估与门诊急诊患者相比，紧急护理机构患者的满意度。
对汉堡-埃彭多夫大学医学中心急诊室及与之同地的紧急护理机构进行的一项前瞻性、单中心观察性研究进行子分析（2019年11月至2020年1月），重点关注患者调查数据，包括人口统计学信息、等待时间和诊断结果。使用4点李克特量表评估满意度、等待时间的不确定性和合理性。
分析了1196名紧急护理机构患者和597名急诊患者，两组患者的满意度均与感知到的合理等待时间呈正相关。但更多紧急护理机构患者认为他们的等待时间合理（76.7%对70.4%；P = 0.004），并报告对治疗非常满意（64.7%对55.8%；P < 0.001）。首次与医生接触的时间几乎相同，但紧急护理机构的总住院时间更短（104±88.0分钟对179±301分钟；P < 0.001）。在两组中，就诊后的持续不确定性都会降低满意度，但紧急护理机构患者的不确定性更高（32%对25%；P = 0.003）。年龄、性别或诊断对患者满意度没有影响。更多紧急护理机构患者表示，今天的问题本可以由全科医生治疗（57%对15%；P < 0.001），并被建议在门诊进行随访。
在紧急护理机构治疗患者不会导致总体不满。
