title: [Opinion survey on information, communication and treatment in an Emergency Department].
abstract: OBJECTIVE
  To gather specific details about the information, communication, and treatment as regards users of hospital emergency services using a telephone survey, in order to implement improvement measures, if necessary.
  
  
  METHODS
  A prospective study was conducted in two emergency departments in Salamanca. A total of 400 patients were included in the study (mean age 56.4±20.5years, 58.4% women). A telephone survey was performed with 19 items, of which 12 required responses on a Likert-type scale, with scores of 1 (very bad) to 5 (very good). The remainder of the questions allowed to answer "yes" or "no".
  
  
  RESULTS
  The treatment received by the professionals in general was evaluated positively by 86% of the patients; with 92% reporting they were respectful, 87% were treated by doctors and 71% received treatment from nurses. More than one-quarter (27.5%) did not recall receiving information from blue point staff (personnel specially trained to provide information. Statistical significance (P=.045) was found in relation to the kindness and respect shown by nurses. Most patients that were admitted to the observation area of the emergency department were not informed about the visiting hours (P=.003).
  
  
  CONCLUSIONS
  Perception of care received by patients is good, while in relation to information and communication it is evidently improvable, and could be assessed using the survey that is proposed in order to detect and use the weaknesses in these aspects of health care as implementation initiatives.
authors.affiliation: Servicio de Urgencias, Hospital Clínico de Salamanca, Salamanca, España; Instituto de Investigación Biosanitario de Salamanca (IBSAL), Salamanca, España. Electronic address: aglgarcia1@yahoo.es.
authors.forename: A
authors.initials: A
authors.lastname: García-García
authors.affiliation: Servicio de Urgencias, Hospital Clínico de Salamanca, Salamanca, España.
authors.forename: A
authors.initials: A
authors.lastname: Arévalo-Velasco
authors.affiliation: Servicio de Documentación, Hospital Clínico de Salamanca, Salamanca, España.
authors.forename: M A
authors.initials: MA
authors.lastname: García-Iglesias
authors.affiliation: Departamento de Estadística, Universidad de Salamanca, Salamanca, España; Instituto de Investigación Biosanitario de Salamanca (IBSAL), Salamanca, España.
authors.forename: M
authors.initials: M
authors.lastname: Sánchez-Barba
authors.affiliation: Servicio de Urgencias, Hospital Clínico de Salamanca, Salamanca, España.
authors.forename: M A
authors.initials: MA
authors.lastname: Delgado-Vicente
authors.affiliation: Servicio de Urgencias, Hospital Clínico de Salamanca, Salamanca, España.
authors.forename: A
authors.initials: A
authors.lastname: Bajo-Bajo
authors.affiliation: Servicio de Urgencias, Hospital Clínico de Salamanca, Salamanca, España.
authors.forename: F
authors.initials: F
authors.lastname: Diego-Robledo
mesh_terms: D000328:Adult; D000368:Aged; D004635:Emergency Medicine; D016529:Emergency Nursing; D004636:Emergency Service, Hospital; D005260:Female; D019538:Health Care Surveys; D006801:Humans; D008297:Male; D008875:Middle Aged; D009723:Nurse-Patient Relations; D017060:Patient Satisfaction; D010361:Patients / Q000523:psychology*; D010817:Physician-Patient Relations; D011446:Prospective Studies; D013030:Spain; D013689:Telephone
keywords: Comunicación en salud; Emergency service; Encuesta; Health care survey; Health communication; Health information; Información en salud; Servicio de urgencias