Κατεύθυνση Σχεδιασμός και Διοίκηση Υπηρεσιών ΥγείαςLibrary of the School of Health Sciences
Κυριάκος Σουλιώτης, Καθηγητής, Τμήμα Κοινωνικών Επιστημών, Πανεπιστημίου Πελοποννήσου
Μαρία Καντζανού, Επίκουρη Καθηγήτρια, Ιατρική Σχολή, ΕΚΠΑ
Ιωάννης Τούντας, Καθηγητής, Ιατρική Σχολή, ΕΚΠΑ
Λειτουργία των Τ.Ε.Π., σύστημα διαλογής και ικανοποίηση και χρόνος αναμονής των ασθενών στο Τ.Ε.Π. του Γ.Ν.Α. Λαϊκού
Operation of Emergengy Department, triage system, satisfaction and waiting time of patients in the ED of Laiko Hospital
Theoretical background: The emergency unit (EU) is the part of the hospital that receives the incoming medical emergencies. The severity of the emergency is determined initially in the screening process. The EU faces serious problems due to the massive incoming emergencies flows that lead to increased waiting time and to additional undesirable effects.
Purpose: The purpose of this study is the estimation of the satisfaction ratings of the people who used the hospital’s services in the EU of the General Hospital of Athens “Laiko”.
Methodology: The method that was used for this study is Qualitative Descriptive Analysis and the data that were collected, were analyzed in the software package SPSS Statistics. The questionnaire that was used was weighted and it was the BEPSS (Brief Emergency Department Patient Satisfaction Scale), retrieved from the article of Atari & Atari (2015), the satisfaction was measured using a four-point scale with 1 representing “not at all satisfied” and 4 representing “completely satisfied” . The data used in order to achieve the objectives of this research were primary and they were collected through the BEPSS questionnaire on a random sample of 100 people-patients( the hole sample was 150 patients) in the General Hospital of Athens “Laiko” by a medical doctor.
Results: Significant high gradings were observed in regards to the doctor’s behaviour (average score: 3.35/4), in the briefing from the physician (average score: 3.44/4), as well as in the care provided by the nursing staff (average score: 3.29/4). The lowest gradings observed were regarding the quietness in the EU room (average score: 1.39/4), the long waiting times (average score: 1.74/4) and the insufficient time that the family members can spend with the patient (average score: 1.88/4)
Conclusion: Although the healthcare staff appears to contribute positively to the increase of the visitors’ satisfaction, there are several issues that require improvement in regards to the current conditions as well as to the waiting time.
Main subject category:
EU, Screening process, Patients’ satisfaction, Waiting time