International Emergency Nursing Vol. 59 November 2021
Patient satisfaction with telephone care assessment among patients with non-urgent prehospital emergency care issues: A cross-sectional study
Dublin Core
Title
International Emergency Nursing Vol. 59 November 2021
Patient satisfaction with telephone care assessment among patients with non-urgent prehospital emergency care issues: A cross-sectional study
Patient satisfaction with telephone care assessment among patients with non-urgent prehospital emergency care issues: A cross-sectional study
Subject
Telephone triage, Telephone care assessment, Patient satisfaction, Non-urgent ems missions
Description
Background: Telephone care assessment (TCA) by a nurse have shown to reduce the number of emergency department (ED) visits and emergency medical services missions (EMS). The present study aimed to describe satisfaction among patients with non-urgent prehospital medical issues that were transferred to TCA instead of receiving EMS. These results could provide a basis for developing the telephone services and emergency care pathways.
Methods: This cross-sectional study included 765 patients with non-urgent issues that were transferred to a telephone care assessment, after a risk and urgency assessment by an emergency medical communications
operator. One week later, patient satisfaction was evaluated in a structured telephone interview with randomized patients.
Results: 127 telephone interviews were completed. Most patients (70.9–85.0%) were highly satisfied with the
telephone care assessment. In particular, patients who were unsure of the urgency of their own health condition and the need for EMS, were highly satisfied (95.3%). Patients that received EMS after the telephone care
assessment were more satisfied than those that received telephone guidance or those directed to other health care services (91.4% vs. 65.5% vs. 67.9%, p = 0.002).
Conclusion: Patients with non-urgent prehospital emergency issues were mainly satisfied with telephone care
assessment. In considering ways to reduce the increasing load on emergency medical services, a telephone care assessment could be a good option, without reducing patient satisfaction.
Methods: This cross-sectional study included 765 patients with non-urgent issues that were transferred to a telephone care assessment, after a risk and urgency assessment by an emergency medical communications
operator. One week later, patient satisfaction was evaluated in a structured telephone interview with randomized patients.
Results: 127 telephone interviews were completed. Most patients (70.9–85.0%) were highly satisfied with the
telephone care assessment. In particular, patients who were unsure of the urgency of their own health condition and the need for EMS, were highly satisfied (95.3%). Patients that received EMS after the telephone care
assessment were more satisfied than those that received telephone guidance or those directed to other health care services (91.4% vs. 65.5% vs. 67.9%, p = 0.002).
Conclusion: Patients with non-urgent prehospital emergency issues were mainly satisfied with telephone care
assessment. In considering ways to reduce the increasing load on emergency medical services, a telephone care assessment could be a good option, without reducing patient satisfaction.
Creator
P. Roivainen, M.J. Hoikka, T.I. Ala-Kokko, M. Kaariainen
Publisher
Elsevier Ltd.
Date
November 2021
Contributor
Sri Wahyuni
Rights
1755-599X
Format
PDF
Language
English
Type
Text
Coverage
International Emergency Nursing Vol. 59 November 2021
Files
Citation
P. Roivainen, M.J. Hoikka, T.I. Ala-Kokko, M. Kaariainen , “International Emergency Nursing Vol. 59 November 2021
Patient satisfaction with telephone care assessment among patients with non-urgent prehospital emergency care issues: A cross-sectional study,” Repository Horizon University Indonesia, accessed November 21, 2024, https://repository.horizon.ac.id/items/show/1705.
Patient satisfaction with telephone care assessment among patients with non-urgent prehospital emergency care issues: A cross-sectional study,” Repository Horizon University Indonesia, accessed November 21, 2024, https://repository.horizon.ac.id/items/show/1705.