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Satisfaction among non-conveyed patients and significant others when discharged at the scene by the ambulance service: an exploratory cross-sectional survey
University of Borås, Faculty of Caring Science, Work Life and Social Welfare. Department of Prehospital Emergency Care, Sahlgrenska University Hospital, Gothenburg, Sweden. (PreHospen)
Emergency Department, Halland Hospital, Halmstad, Sweden.
School of Health and Welfare, Dalarna University, Falun, Sweden.
Emergency Department, Helsingborg General Hospital, Helsingborg, Sweden; Department of Health Sciences, Lund University, P.O. Box 157, SE-221 00, Lund, Sweden; Centre of Interprofessional Cooperation within Emergency Care (CICE), Linnaeus University, Växjö, Sweden.
2022 (English)In: BMC Emergency Medicine, E-ISSN 1471-227X, Vol. 22, no 1, article id 100Article in journal (Refereed) Published
Abstract [en]

Background

The ambulance service is facing an increased number of calls and ambulance assignments. Between 12 and 42% of all assignments result in non-conveyance to the Accident and Emergency Department. However, there is limited knowledge regarding satisfaction among patients and significant others when patients are assessed as non-urgent and discharged at the scene. Therefore, the aim of the study was to explore and compare satisfaction with the ambulance service among patients and significant others when the patient was discharged at the scene.

Methods

The present study was designed as a cross-sectional exploratory survey with a consecutive sample employing the Consumer Emergency Care Satisfaction Scale questionnaire on patients and significant others.

Results

A total of 162 questionnaires were analysed, 87 patients and 75 significant others. Overall, satisfaction was high with no significant difference between patients and significant others, although 17-19% were dissatisfied with the discharge information.

Conclusions

Generally, patients and significant others are satisfied with the care provided by the Ambulance Service when discharged at the scene and thus not conveyed the Accident and Emergency Department. The participants were especially satisfied with Specialist Ambulance Nurses’ interpersonal skills, e.g., making time and providing thorough information. Guidelines for assignments involving non-conveyance, as well as information, instructions and what to expect when discharged at the scene can be improved. 

Place, publisher, year, edition, pages
Springer Nature, 2022. Vol. 22, no 1, article id 100
Keywords [en]
Ambulance care; Ambulance services; Non-conveyance; Non-urgent; Nursing; Patient; Patient satisfaction; Pre-hospital emergency care; Significant others
National Category
Nursing
Research subject
The Human Perspective in Care
Identifiers
URN: urn:nbn:se:hb:diva-28042DOI: 10.1186/s12873-022-00659-9ISI: 000807486300001PubMedID: 35672702Scopus ID: 2-s2.0-85131481274OAI: oai:DiVA.org:hb-28042DiVA, id: diva2:1671393
Funder
Lund UniversityAvailable from: 2022-06-17 Created: 2022-06-17 Last updated: 2024-07-04Bibliographically approved

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Larsson, Glenn

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