A study on the effect of system construction including emergency medical service center manual on patient’s satisfaction with emergency medical service / 의료커뮤니케이션

ABSTRACT

Background@# The purpose of this study was to determine the effect of emergency medical service system development including service and process manual on patients satisfaction with emergency medical service. @*Methods@# This study used simulated control group pre-posttest design and included 322 of pre- and 227 of post-construction for system in emergency centers (EC) of university hospitals located in Daegu. Data were collected with a self-administered questionnaire for one month pre-post construction for the system. Construction for the system included development of emergency medical center manual, computerization of EC patient-bed number, compartmentalization and assignment of Nurse System in the EC, providing education for compassion care for all EC staff, improving direction signs for the department of administration, and emergency pharmacies. Data analysis was conducted using descriptive statistics. @*Results@# There was a statistically significant difference in nurse kindness between the experimental group of 12.38 and the control group of 11.82 (p = .011). Satisfaction was also improved in the facility environment, work procedures, doctor friendliness, medical technology and costs, including overall satisfaction, and waiting time was slightly higher in the experimental group (10.92±1.87) than the control group (10.76±2.03), but there were no statistically significant differences. @*Conclusion@# The result of this study was statistically significant only in the nurse kindness. While the difference was not statistically significant, the experimental group showed improved satisfaction in all areas except latency. This resulted in a limitation in testing the effectiveness of the emergency medical center system because the waiting time was higher in the experimental group due to the strike and construction going on at two nearby university hospitals. Therefore, since waiting time is an important factor in the satisfaction of EC service, interventional studies are needed to reduce waiting time.