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Faktorer på akutmottagningen som är av betydelse för patientens tillfredställelse av vården: - en litteraturstudie
University of Gävle, Faculty of Health and Occupational Studies, Department of Health and Caring Sciences.
University of Gävle, Faculty of Health and Occupational Studies, Department of Health and Caring Sciences.
2013 (Swedish)Independent thesis Basic level (degree of Bachelor), 10 credits / 15 HE creditsStudent thesis
Abstract [sv]

Syfte: Att beskriva faktorer av betydelse för patienttillfredsställelse på akutmottagningen.Metod: En litteraturstudie med beskrivande design. Data baserades på 13 artiklar sökta i databasen PubMed.Resultat: Totalt identifierades sju faktorer av betydelse för patienttillfredsställelsen av vården på akutmottagningen. Faktorerna var patientens bakgrund, vårdpersonalens bemötande, information, kommunikation, triageprocessen, väntetid och miljö. Resultatet visade att den viktigaste faktorn som hade betydelse för patientens tillfredställelse på akutmottagningen var väntetiden, ovissheten kring denna och triageprocessens påverkan.Slutsats: Faktorerna visade sig vara viktiga var för sig och ännu viktigare i kombination med varandra. Om patienterna var missnöjda med en faktor påverkade det ofta tillfredställelsen av de andra faktorerna under besöket på akutmottagningen. Väntetiden tyder sig vara den mest betydande faktorn för patienttillfredsställelse i kombination med att triagesystemet påverkade hur länge patienterna faktiskt väntade på akutmottagningen. Forskning finns om vilka faktorer som var betydande för patienterna på akutmottagningen, ändå var patienterna fortsatt otillfredsställda och ovetande på akutmottagningen. Ytterligare forskning behövs kring samband mellan faktorer som är betydande för patienttillfredsställelsen på akutmottagningen och specifikt triagesystemets betydelse för väntetider och patienttillfredsställelse. Även forskning om triagesystemet är ett fungerande system, då samband visats med väntetider. 

Abstract [en]

Aim: To describe the factors of patient satisfaction in the emergency department. Method: A literature review with descriptive design. The data was based on 13 articles searched in the PubMed database.Result: In total, seven factors of patient satisfaction of care were identified in the emergency department. The factors were the patient's background, health professional response, information, communication, the triage process, waiting time and the environment. The result showed that the main factor that had an impact on patient satisfaction in the emergency department was waiting time, the uncertainty surrounding this and the impact of the triageprocess. Conclusion: The factors shown to be important in itself, and more importantly, in combination with each other. If patients were dissatisfied with one factor it often affected the satisfaction of the other factors during the visit to the emergency department. The waiting time suggest being the most significant factor for patient satisfaction and the triage system affected how long the patients actually waited in the emergency department. Research exists on what factors that are significant for patients in the emergency department. Yet patients continued to be unsatisfied and unaware in the emergency department. Further research is needed about the relationship between the factors that are important for patient satisfaction in the emergency department and specific the triage system's impact on waiting times and patient satisfaction. Also research on the triage system as a functioning system, as association showed to waiting times.

Place, publisher, year, edition, pages
2013. , 35 p.
Keyword [en]
emergency department, factors, patient satisfaction, triage, waiting times.
Keyword [sv]
akutmottagning, faktorer, patienttillfredsställelse, triage, väntetider
National Category
Nursing
Identifiers
URN: urn:nbn:se:hig:diva-14122Archive number: SSKHk10- 09OAI: oai:DiVA.org:hig-14122DiVA: diva2:615757
Educational program
Nursing
Uppsok
Medicine
Supervisors
Examiners
Available from: 2013-04-12 Created: 2013-04-11 Last updated: 2013-04-12Bibliographically approved

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