L'évaluation de la satisfaction des patients des services d'urgences est-elle possible?

Abstract

The aim of this study was to assess patients' satisfaction in an emergency unit.

Methods: French-speaking patients and volunteers that came to the emergency unit between 10:00 am and 12:00 pm were included in the study for a two-week period. In order to obtain reliable responses, the investigators interviewed the patients face to face with the assistance of a specific questionnaire.

Results: Fifty-two percent of the 514 interviewed patients agreed to answer the investigators' questions; the major reason for failure to reply was the lack of time. Using the Principal Components Analysis, the data were gathered into six dimensions: reception, waiting room 1, waiting room 2, staff appreciation, communication, and waiting time. Six scores of dissatisfaction were established, ranging from 0 (most satisfied) to 100 (most dissatisfied). The results showed that the most worrying point was the waiting (45 ± 22 min). The perception of the length of waiting time was statistically related (P < 0.0001) to the time spent in the emergency unit, contrary to its tolerance. The second point of dissatisfaction was the location (waiting room 1:30 ± 22; waiting room 2.31 ± 22). Finally, the most motivating point for the staff was the recognition of their work by the patients (28 ± 15).

Conclusion: This study found the reasons for the published dissatisfaction. Its intent was to quantify the degree of dissatisfaction and to treat the problems on a hierarchical basis, thus making it possible to better meet the patients' needs. The assessment of patients' satisfaction in an emergency unit is possible but implies a significant deployment of means to obtain a satisfying response rate.