[Evaluation of the quality of care provided by the 118 system: questionnaire on the perceived quality of emergency care].
Patients' satisfaction is an important element of quality of care. Only few studies assessed patients satisfaction during emergency care.


OBJECTIVE
The aim of this study was to assess the patients' perception of the quality of care during emergencies and their satisfaction of the patient-nurse interaction.


METHODS
Stratified sample of 280 patients cared for by ambulance services between October and December 2002. Patients with red codes were excluded.


METHODS
Two focus groups, one with nurses and one with citizens, were organised to identify items relevant for patients' satisfaction. A 14 items questionnaire was designed to explore 3 areas; quality of interpersonal care, efficiency and comfort; technical area. Patients were interviewed by phone and asked to express their level of agreement with each item (1 no agreement-5 perfect agreement).


RESULTS
272 patients (97.1%) answered the questionnaire. The technical area (effectiveness of treatment and waiting time) and efficiency-comfort (information by phone, comfort of the chair-stretcher, waiting times for the call) reported a high-very high satisfaction (74.3 and 72.2) while the satisfaction for the quality of the interpersonal care (information on treatments, reassurance, respect of the significant persons) was lower, 67.6%.


CONCLUSIONS
Patients are able to distinguish several dimensions of care. The satisfaction is higher for the technical components of care thus leaving space for improvement of interpersonal care during emergencies.
Guardini
Ilario
I
ISOC 118 Elisoccorso, A.O.S. Maria della Misericordia, Udine.
Fiorillo
Francesca
F
Campagnolo
Mirella
M
Moretti
Giorgio
G
D000293:Adolescent; D000328:Adult; D000369:Aged, 80 and over; D004638:Emergency Treatment / Q000592:standards*; D005260:Female; D006801:Humans; D008297:Male; D008875:Middle Aged; D009723:Nurse-Patient Relations; D017060:Patient Satisfaction; D011787:Quality of Health Care; D011795:Surveys and Questionnaires