Abstract
BackgroundThis study analyses the degree of patient satisfaction regarding the Emergency Medical Services (EMS) by taking into account the waiting time which is considered to be associated with the success of the EMS organizational model.MethodologyBetween 1 Jan 2016 and 31 March 2016 a cross-sectional research study among visitors of the EMS clinics in the EMS of the Primary Health Services of Gorenjska was performed. The EUROPEP survey was used for rating the degree of patient satisfaction. Statistical methods were utilized to determine the differences among the studied variables, namely the t test, one way ANOVA, as well as post-hoc multiple comparisons, were used.ResultsNearly all questions associated with the patient survey scored higher than 4.0, indicating patients were generally very satisfied with EMS treatment. Patients were least satisfied with the length of time spent waiting for an examination. The results showed that the waiting time is a statistically significant factor concerning all four dimensions of patient satisfaction: medical staff, clinical facilities, clinical equipment and organization of services (p < 0.05).ConclusionsResearch results have confirmed that the effectiveness of the EMS organizational model impacts on the degree of patient satisfaction. The research also revealed a deficiency in the current EMS organizational services at the prehospital level, given that triage frequently failed to be carried out upon a patient’s arrival at the EMS clinics.
Highlights
Nowadays, commitment to provide a high level of health care quality service, a high level of user and employee safety, as well as the rational use of existing resources still remains a basic guideline in carrying out medical services
The results showed that the waiting time is a statistically significant factor concerning all four dimensions of patient satisfaction: medical staff, clinical facilities, clinical equipment and organization of services (p < 0.05)
Research results have confirmed that the effectiveness of the Emergency Medical Services (EMS) organizational model impacts on the degree of patient satisfaction
Summary
Commitment to provide a high level of health care quality service, a high level of user (e.g., patient) and employee safety, as well as the rational use of existing resources still remains a basic guideline in carrying out medical services. One plausible approach to monitor and control operations or achieving the objectives of a health care institution is to measure the efficiency and success of its operations [1,2]. Quality health care provision is multidimensional and is affected by complex factors In large part, this depends on the efficiency and effectiveness of carrying out procedures, providing individuals and the general population with treatment results that are en par with current medical expertise, standards or best practices, while taking into account criteria such as effectiveness, safety, timeliness, efficiency, equality and a focus on the patient [12,13,14,15]. This study analyses the degree of patient satisfaction regarding the Emergency Medical Services (EMS) by taking into account the waiting time which is considered to be associated with the success of the EMS organizational model
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