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Open AccessArticle

Patient Satisfaction with Pre-Hospital Emergency Services. A Qualitative Study Comparing Professionals’ and Patients’ Views

Departament de Salut, Sistema d’Emergències Mèdiques, 08908 L’Hospitalet de Llobregat, Spain
Servei Català de la Salut, CatSalut, 08028 Barcelona, Spain
Departamento de Psicología de la Salud, Universidad Miguel Hernández, 03002 Elche, Spain
Centro de Salud Hospital-Plá, Departamento de Salud Alicante-Sant Joan, 03550 Alicante, Spain
Author to whom correspondence should be addressed.
Int. J. Environ. Res. Public Health 2018, 15(2), 233;
Received: 22 December 2017 / Revised: 23 January 2018 / Accepted: 26 January 2018 / Published: 30 January 2018
(This article belongs to the Special Issue Healthcare Quality and Patient Satisfaction)
Objective: To describe patient satisfaction with pre-hospital emergency knowledge and determine if patients and professionals share a common vision on the satisfaction predictors. Methods: A qualitative study was conducted in two phases. First, a systematic review following the PRISMA protocol was carried out searching publications between January 2000 and July 2016 in Medline, Scopus, and Cochrane. Second, three focus groups involving professionals (advisers and healthcare providers) and a total of 79 semi-structured interviews involving patients were conducted to obtain information about what dimensions of care were a priority for patients. Results: Thirty-three relevant studies were identified, with a majority conducted in Europe using questionnaires. They pointed out a very high level of satisfaction of callers and patients. Delay with the assistance and the ability for resolution of the case are the elements that overlap in fostering satisfaction. The published studies reviewed with satisfaction neither the overall care process nor related the measurement of the real time in responding to an emergency. The patients and professionals concurred in their assessments about the most relevant elements for patient satisfaction, although safety was not a predictive factor for patients. Response capacity and perceived capacity for resolving the situation were crucial factors for satisfaction. Conclusions: Published studies have assessed similar dimensions of satisfaction and have shown high patient satisfaction. Expanded services resolving a wide number of issues that can concern citizens are also positively assessed. Delays and resolution capacity are crucial for satisfaction. Furthermore, despite the fact that few explanations may be given due to a lack of face-to-face attention, finding the patient’s location, taking into account the caller’s emotional needs, and maintaining phone contact until the emergency services arrive are high predictors of satisfaction. View Full-Text
Keywords: pre-hospital emergency; review; qualitative study; patient satisfaction pre-hospital emergency; review; qualitative study; patient satisfaction
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García-Alfranca, F.; Puig, A.; Galup, C.; Aguado, H.; Cerdá, I.; Guilabert, M.; Pérez-Jover, V.; Carrillo, I.; Mira, J.J. Patient Satisfaction with Pre-Hospital Emergency Services. A Qualitative Study Comparing Professionals’ and Patients’ Views. Int. J. Environ. Res. Public Health 2018, 15, 233.

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