Información, comunicación y trato en un servicio de urgencias: evaluación mediante una encuesta de opinión / Opinion survey on information, communication and treatment in an Emergency Department

Objetivo. Conocer aspectos concretos acerca de la información y la comunicación con los usuarios de los servicios de urgencias hospitalarias y el trato recibido en ellos a través de una encuesta telefónica. Métodos. Estudio prospectivo en 2 servicios de urgencias hospitalarias de Salamanca. Se incluyeron en el estudio 400 pacientes (edad media 56,4 ± 20,5 años; 58,4% mujeres). Se realizó una encuesta telefónica con 19 ítems. Doce de ellos recogían las respuestas en escala tipo Likert, con puntuaciones de 1 (muy mal) a 5 (muy bien). El resto permitían responder «sí» o «no». Resultados. El 86% de los pacientes evaluaron positivamente el trato recibido por los profesionales en general, el 92% el respeto mostrado, el 87% el trato de los médicos y el 71% el trato recibido por enfermería. El 27,5% no recuerda haber recibido información del personal del punto azul (profesionales especialmente capacitados para dar información). Se encontró significación estadística (p = 0,045) en relación a la amabilidad y respeto mostrado por enfermería. La mayoría de los pacientes que fueron ingresados en el área de observación del servicio de urgencias no fueron informados sobre los horarios de visita (p = 0,003). Conclusiones. La percepción del trato recibido por los pacientes es buena, mientras que en relación a la información y comunicación es ostensiblemente mejorable y podría ser evaluada utilizando la encuesta que proponemos, ya que permite detectar y utilizar los puntos débiles de estos aspectos de la asistencia sanitaria como lanzaderas de las iniciativas de implementación (AU)

Objective. To gather specific details about the information, communication, and treatment as regards users of hospital emergency services using a telephone survey, in order to implement improvement measures, if necessary. Methods. A prospective study was conducted in two emergency departments in Salamanca. A total of 400 patients were included in the study (mean age 56.4 ± 20.5 years, 58.4% women). A telephone survey was performed with 19 items, of which 12 required responses on a Likert-type scale, with scores of 1 (very bad) to 5 (very good). The remainder of the questions allowed to answer 'yes' or 'no'. Results. The treatment received by the professionals in general was evaluated positively by 86% of the patients; with 92% reporting they were respectful, 87% were treated by doctors and 71% received treatment from nurses. More than one-quarter (27.5%) did not recall receiving information from blue point staff (personnel specially trained to provide information. Statistical significance (P = .045) was found in relation to the kindness and respect shown by nurses. Most patients that were admitted to the observation area of the emergency department were not informed about the visiting hours (P = .003). Conclusions. Perception of care received by patients is good, while in relation to information and communication it is evidently improvable, and could be assessed using the survey that is proposed in order to detect and use the weaknesses in these aspects of health care as implementation initiatives (AU)

[Opinion survey on information, communication and treatment in an Emergency Department]. / Información, comunicación y trato en un servicio de urgencias: evaluación mediante una encuesta de opinión.

OBJECTIVE: To gather specific details about the information, communication, and treatment as regards users of hospital emergency services using a telephone survey, in order to implement improvement measures, if necessary. METHODS: A prospective study was conducted in two emergency departments in Salamanca. A total of 400 patients were included in the study (mean age 56.4±20.5years, 58.4% women). A telephone survey was performed with 19 items, of which 12 required responses on a Likert-type scale, with scores of 1 (very bad) to 5 (very good). The remainder of the questions allowed to answer "yes" or "no". RESULTS: The treatment received by the professionals in general was evaluated positively by 86% of the patients; with 92% reporting they were respectful, 87% were treated by doctors and 71% received treatment from nurses. More than one-quarter (27.5%) did not recall receiving information from blue point staff (personnel specially trained to provide information. Statistical significance (P=.045) was found in relation to the kindness and respect shown by nurses. Most patients that were admitted to the observation area of the emergency department were not informed about the visiting hours (P=.003). CONCLUSIONS: Perception of care received by patients is good, while in relation to information and communication it is evidently improvable, and could be assessed using the survey that is proposed in order to detect and use the weaknesses in these aspects of health care as implementation initiatives.