Triage in an adult emergency service: patient satisfaction

Authors

  • Pollyane Liliane Silva Universidade Federal do Triângulo Mineiro
  • Luciana Paiva Universidade Federal do Triângulo Mineiro; Hospital de Clínicas
  • Veridiana Bernardes Faria Universidade Federal do Triângulo Mineiro
  • Rosali Isabel Barduchi Ohl Universidade Federal de São Paulo; Escola Paulista de Enfermagem
  • Suzel Regina Ribeiro Chavaglia Universidade Federal do Triângulo Mineiro

DOI:

https://doi.org/10.1590/S0080-623420160000400008

Keywords:

Patient Satisfaction, Emergency Medical Services, Health Services Administration, Quality of Health Care, Emergency Nursing

Abstract

OBJECTIVE Assess the degree of patient satisfaction with triage in the adult emergency service of a public hospital. METHOD Exploratory, descriptive, cross-sectional study with a quantitative approach. Three hundred patients were interviewed and the data were analyzed using descriptive statistics based on sociodemographic variables and those related to patient satisfaction. RESULTS There was a predominance of women, with elementary education and a mean age of 41 years. Most of the interviewees reported being satisfied in regard to the following items: timely service, embracement, trust, environment (comfort, cleanliness and signage), humanization (courtesy, respect, and interest), timely referral/scheduling of appointments and care expectations. CONCLUSION There was a high level of patient satisfaction, evidenced by the strong association of user satisfaction with the items investigated.

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Published

2016-06-01

Issue

Section

Original Article

How to Cite

Silva, P. L., Paiva, L., Faria, V. B., Ohl, R. I. B., & Chavaglia, S. R. R. (2016). Triage in an adult emergency service: patient satisfaction. Revista Da Escola De Enfermagem Da USP, 50(3), 427-433. https://doi.org/10.1590/S0080-623420160000400008