Abstract
An evaluation of the Emergency Department (ED) of the Hospital de Cabueñes de Gijón (Spain) was performed, based on the European Foundation for Quality Management (EFQM) criteria of patient and staff satisfaction with the aim of identifying areas that could be improved. The population studied consisted of physicians, nurses and nurses’ aids working in the ED analyzed in February 2000 and a randomly selected representative sample of patients attending the ED between October 2000 and March 2001. A descriptive, cross-sectional, retrospective study was performed. A questionnaire was administered to staff and a telephone survey was carried out in patients. For the self-assessment, in February 2004 the criteria of client/patient and staff/professional satisfaction of the EFQM Excellence Model were applied. Based on the criteria evaluated, the results of this study showed an acceptable standard of quality in the ED studied. Fifteen strong points and 22 areas susceptible to improvement were identified.
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