[Why do our patients go to hospital emergency departments?].
OBJECTIVE
To analyse the causes of overuse of hospital emergency services (HES).


METHODS
Cross sectional, descriptive study.


METHODS
Emergency service at a general hospital.


METHODS
Patients who attended the HES on their own initiative.


RESULTS
Telephone poll to a representative sample of patients attending on their own initiative the emergency department of the 12 de Octubre Hospital in Madrid between October 5th and 12th. Average age: 46.95 (SD, 20.81); 52.2% women and 47.8% men, 50% were ignorant of the existence of primary care emergencies. 77% were ignorant of the existence of ongoing care points. Main motives for attendance at HES were: ignorance of non-hospital emergency services (32%), better technical means (25.6%), quicker care (21%), sensation of vital urgency (11.4%), poor quality of care in PC (8%). The care received at HES was evaluated as positive in 90% of cases, though 33% thought the information provided insufficient, and 34% the waiting-time excessive. Although 40% believed afterwards that their problem could have been resolved in PC, as many as 75% would return to the hospital.


CONCLUSIONS
Widespread ignorance of the existence of non-hospital emergency services affects the over-use of HES. Most users use the HES as a service of immediate PC, a rapid way of obtaining health care. Users have a very favourable opinion of HES care, which is not stated in the case of non-hospital emergency services. In order to improve use of the HES, the population needs to receive better health education.
Vázquez Quiroga
B
B
Area 11 de Atención Primaria, Madrid.
Pardo Moreno
G
G
Fernández Cantalejo
G
G
Canals Aracil
M
M
Delgado Nicolás
M A
MA
Navas Alonso
M
M
D003430:Cross-Sectional Studies; D004636:Emergency Service, Hospital / Q000706:statistics & numerical data*; D005260:Female; D006801:Humans; D007407:Interviews as Topic / Q000379:methods; D008297:Male; D008875:Middle Aged; D011320:Primary Health Care / Q000706:statistics & numerical data; D013030:Spain; D011795:Surveys and Questionnaires