Patients' time perception in the waiting room of an ambulatory emergency unit: a cross-sectional study
Patients' time perception in the waiting room of an ambulatory emergency unit: a cross-sectional study
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DOI：
10.1186/s12873-019-0254-1
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发表时间：
2019-08-01
影响因子：
2.5
通讯作者：
Ehrler, Frederic
中科院分区：
文献类型：
--
作者：
Spechbach, Herve;Rochat, Jessica;Ehrler, Frederic
背景：在以服务为导向的医疗保健市场中，患者满意度已成为一个越来越重要的因素。虽然满意度受许多因素影响，但医务人员的等待时间已被证明是关键标准之一。然而，等待是不是一个客观的经验，有几个因素可以影响其percepts.Methods：我们进行了一个基于药物的，横断面研究的患者参加急诊室的瑞士大学医院，以探讨影响等待percepts.Results的关键因素：共509例患者参加了这项研究。适当的评估紧急水平的照顾者，被遗忘的感觉，尊重隐私，和缺乏确切的等待时间的信息被确定为重要变量等待perception.Conclusions：我们的研究证实了存在的“黄金时间”，当病人愿意等待，直到医疗遇到。在等待时间无法限制的情况下，护理人员对紧急程度的适当评估以及避免患者感到被遗忘是避免对就诊前等待时间产生负面看法的非常重要的因素。
Background: Patient satisfaction has become an increasingly important element in a service-oriented healthcare market. Although satisfaction is influenced by many factors, the waiting time to be seen by medical staff has been shown to be one of the key criteria. However, waiting is not an objective experience and several factors can influence its perception.Methods: We conducted a questionnaire-based, cross-sectional study among patients attending the emergency unit of a Swiss university hospital in order to explore the key factors influencing wait perception.Results: A total of 509 patients participated in the study. Appropriate assessment of emergency level by caregivers, the feeling of being forgotten, respect of privacy, and lack of information on the exact waiting time were identified as significant variables for wait perception.Conclusions: Our study confirmed the existence of a 'golden hour' when the patient is willing to wait until the medical encounter. In case the wait cannot be limited, an appropriate assessment of the emergency level by caregivers and avoiding the patients of feeling being forgotten are very important factors to avoid a negative perception of the waiting time before seeing a doctor.