IDEAS home Printed from https://ideas.repec.org/a/gam/jijerp/v15y2018i2p233-d129483.html
   My bibliography  Save this article

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

Author

Listed:
  • Fernando García-Alfranca

    (Departament de Salut, Sistema d’Emergències Mèdiques, 08908 L’Hospitalet de Llobregat, Spain)

  • Anna Puig

    (Departament de Salut, Sistema d’Emergències Mèdiques, 08908 L’Hospitalet de Llobregat, Spain)

  • Carles Galup

    (Departament de Salut, Sistema d’Emergències Mèdiques, 08908 L’Hospitalet de Llobregat, Spain)

  • Hortensia Aguado

    (Servei Català de la Salut, CatSalut, 08028 Barcelona, Spain)

  • Ismael Cerdá

    (Servei Català de la Salut, CatSalut, 08028 Barcelona, Spain)

  • Mercedes Guilabert

    (Departamento de Psicología de la Salud, Universidad Miguel Hernández, 03002 Elche, Spain)

  • Virtudes Pérez-Jover

    (Departamento de Psicología de la Salud, Universidad Miguel Hernández, 03002 Elche, Spain)

  • Irene Carrillo

    (Departamento de Psicología de la Salud, Universidad Miguel Hernández, 03002 Elche, Spain)

  • José Joaquín Mira

    (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)

Abstract

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.

Suggested Citation

  • Fernando García-Alfranca & Anna Puig & Carles Galup & Hortensia Aguado & Ismael Cerdá & Mercedes Guilabert & Virtudes Pérez-Jover & Irene Carrillo & José Joaquín Mira, 2018. "Patient Satisfaction with Pre-Hospital Emergency Services. A Qualitative Study Comparing Professionals’ and Patients’ Views," IJERPH, MDPI, vol. 15(2), pages 1-31, January.
    • Handle: RePEc:gam:jijerp:v:15:y:2018:i:2:p:233-:d:129483
    as

    Download full text from publisher

    File URL: https://www.mdpi.com/1660-4601/15/2/233/pdf
    Download Restriction: no
    File URL: https://www.mdpi.com/1660-4601/15/2/233/
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Hall, Judith A. & Dornan, Michael C., 1988. "What patients like about their medical care and how often they are asked: A meta-analysis of the satisfaction literature," Social Science & Medicine, Elsevier, vol. 27(9), pages 935-939, January.
    2. Linder-Pelz, Susie, 1982. "Social psychological determinants of patient satisfaction: A test of five hypotheses," Social Science & Medicine, Elsevier, vol. 16(5), pages 583-589, January.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Diego Moya & Mercedes Guilabert & Rafael Manzanera & Gloria Gálvez & Marta Torres & Adriana López-Pineda & María Lourdes Jiménez & José Joaquín Mira, 2023. "Differences in Perception of Healthcare Management between Patients and Professionals," IJERPH, MDPI, vol. 20(5), pages 1-18, February.
    2. Runtang Meng & Jingjing Li & Yunquan Zhang & Yong Yu & Yi Luo & Xiaohan Liu & Yanxia Zhao & Yuantao Hao & Ying Hu & Chuanhua Yu, 2018. "Evaluation of Patient and Medical Staff Satisfaction regarding Healthcare Services in Wuhan Public Hospitals," IJERPH, MDPI, vol. 15(4), pages 1-17, April.
    3. Rafael Manzanera & Diego Moya & Mercedes Guilabert & Manel Plana & Gloria Gálvez & Jordi Ortner & José Joaquín Mira, 2018. "Quality Assurance and Patient Safety Measures: A Comparative Longitudinal Analysis," IJERPH, MDPI, vol. 15(8), pages 1-8, July.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Hekkert, Karin Dorieke & Cihangir, Sezgin & Kleefstra, Sophia Martine & van den Berg, Bernard & Kool, Rudolf Bertijn, 2009. "Patient satisfaction revisited: A multilevel approach," Social Science & Medicine, Elsevier, vol. 69(1), pages 68-75, July.
    2. de Ruyter, Ko & Wetzels, Martin, 1998. "On the complex nature of patient evaluations of general practice service," Journal of Economic Psychology, Elsevier, vol. 19(5), pages 565-590, October.
    3. Atkinson, Sarah & Haran, Dave, 2005. "Individual and district scale determinants of users' satisfaction with primary health care in developing countries," Social Science & Medicine, Elsevier, vol. 60(3), pages 501-513, February.
    4. Grytten, Jostein & Carlsen, Fredrik & Skau, Irene, 2009. "Services production and patient satisfaction in primary care," Health Policy, Elsevier, vol. 89(3), pages 312-321, March.
    5. Timmermans, Stefan & Tietbohl, Caroline, 2018. "Fifty years of sociological leadership at Social Science and Medicine," Social Science & Medicine, Elsevier, vol. 196(C), pages 209-215.
    6. Aspasia Goula & Maria-Aggeliki Stamouli & Maria Alexandridou & Lemonia Vorreakou & Aristeidis Galanakis & Georgios Theodorou & Emmanouil Stauropoulos & Martha Kelesi & Evridiki Kaba, 2021. "Public Hospital Quality Assessment. Evidence from Greek Health Setting Using SERVQUAL Model," IJERPH, MDPI, vol. 18(7), pages 1-16, March.
    7. Patrick Altmann & Dominik Ivkic & Markus Ponleitner & Fritz Leutmezer & Ulrike Willinger & Michaela Schmoeger & Thomas Berger & Gabriel Bsteh & Henriette Löffler-Stastka, 2022. "Individual Perception of Telehealth: Validation of a German Translation of the Telemedicine Perception Questionnaire and a Derived Short Version," IJERPH, MDPI, vol. 19(2), pages 1-5, January.
    8. Fraser, Suzanne & Fomiatti, Renae & Moore, David & Seear, Kate & Aitken, Campbell, 2020. "Is another relationship possible? Connoisseurship and the doctor–patient relationship for men who consume performance and image-enhancing drugs," Social Science & Medicine, Elsevier, vol. 246(C).
    9. Rekiku Fikre & Kidist Eshetu & Muntasha Berhanu & Akalewold Alemayehu, 2021. "What determines client satisfaction on labor and delivery service in Ethiopia? systematic review and meta-analysis," PLOS ONE, Public Library of Science, vol. 16(4), pages 1-15, April.
    10. Johnson, Blair T. & Acabchuk, Rebecca L., 2018. "What are the keys to a longer, happier life? Answers from five decades of health psychology research," Social Science & Medicine, Elsevier, vol. 196(C), pages 218-226.
    11. Muhammad Khalilur Rahman & Noor Raihani Zainol & Noorshella Che Nawi & Ataul Karim Patwary & Wan Farha Wan Zulkifli & Md Mahmudul Haque, 2023. "Halal Healthcare Services: Patients’ Satisfaction and Word of Mouth Lesson from Islamic-Friendly Hospitals," Sustainability, MDPI, vol. 15(2), pages 1-17, January.
    12. Carlsen, Fredrik & Grytten, Jostein, 2000. "Consumer satisfaction and supplier induced demand," Journal of Health Economics, Elsevier, vol. 19(5), pages 731-753, September.
    13. Mandy Ryan, 1996. "Using willingness to pay to assess the benefits of assisted reproductive techniques," Health Economics, John Wiley & Sons, Ltd., vol. 5(6), pages 543-558, November.
    14. Chhabi Lal Ranabhat & Mihajlo Jakovljevic, 2023. "Sustainable Health Care Provision Worldwide: Is There a Necessary Trade-Off between Cost and Quality?," Sustainability, MDPI, vol. 15(2), pages 1-11, January.
    15. Alyson Callan & Roland Littlewood, 1998. "Patient Satisfaction: Ethnic Origin or Explanatory Model?," International Journal of Social Psychiatry, , vol. 44(1), pages 1-11, March.
    16. Shahidul Islam & Nazlida Muhamad & Wardah Hakimah Sumardi, 2022. "Customer-perceived service wellbeing in a transformative framework: Research propositions in the area of health services," International Review on Public and Nonprofit Marketing, Springer;International Association of Public and Non-Profit Marketing, vol. 19(1), pages 219-245, March.
    17. Justine M Naylor & Joseph Descallar & Mechteld Grootemaat & Helen Badge & Ian A Harris & Grahame Simpson & Deanne Jenkin, 2016. "Is Satisfaction with the Acute-Care Experience Higher amongst Consumers Treated in the Private Sector? A Survey of Public and Private Sector Arthroplasty Recipients," PLOS ONE, Public Library of Science, vol. 11(8), pages 1-14, August.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:gam:jijerp:v:15:y:2018:i:2:p:233-:d:129483. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: MDPI Indexing Manager (email available below). General contact details of provider: https://www.mdpi.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.