Acompañante satisfecho, un indicador de calidad

Abstract

Objectives To determine the level of satisfaction of the accompanying person in the Emergency Department and to identify main factors that could influence satisfaction and to establish areas of improvement. Methodology A retrospective descriptive study of family or companion of patients seen in the Emergency Department. A randomised telephone questionnaire was used. The statistics used were chi-squared for categorical variables and variance analysis for those showing a normal distribution. The analysis was made with the SPSS 16.0 programme. Results A total of 117 responses were received, from a minimum sample size of 90. The demographic characteristics of the accompanying person did not influence the evaluation of the satisfaction, unlike of other studies. The fact of accompanying the patient and receiving periodic information showed differences in overall satisfaction of the accompanying person, as well as the waiting time. A long waiting time and the lack of company were the most frequent reasons for dissatisfaction. The accompanying person emphasised the feeling of isolation of the patient, the lack of health personnel, the long wait for assistance and the location of facilities. Conclusions Rapid assistance, facilities for the accompanying person, information, empathy and friendliness are the factors which are the most appreciated when they come to Emergency Department.