University of Oulu

Roivainen, P., Hoikka, M. J., Ala-Kokko, T. I., & Kääriäinen, M. (2021). Patient satisfaction with telephone care assessment among patients with non-urgent prehospital emergency care issues: A cross-sectional study. International Emergency Nursing, 59, 101070. https://doi.org/10.1016/j.ienj.2021.101070

Patient satisfaction with telephone care assessment among patients with non-urgent prehospital emergency care issues : a cross-sectional study

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Author: Roivainen, P.1; Hoikka, M.J2; Ala-Kokko, T.I.3;
Organizations: 1Research Unit of Nursing Science and Health Management, University of Oulu, Oulu, Finland
2Emergency Medical Services, Kainuu Central Hospital, Sotkamontie 13, 87300 Kajaani, Finland
3Research Group of Surgery, Anaesthesia and Intensive Care Medicine, University of Oulu, Medical Research Center, Division of Intensive Care, Oulu University Hospital, PO Box 21, 90029 Oulu, Finland
4Faculty of Medicine, Research Unit of Nursing Science and Health Management, University of Oulu, Medical Research Center, Oulu University Hospital, Finland
Format: article
Version: published version
Access: open
Online Access: PDF Full Text (PDF, 0.4 MB)
Persistent link: http://urn.fi/urn:nbn:fi-fe2022031022880
Language: English
Published: Elsevier, 2021
Publish Date: 2022-03-10
Description:

Abstract

Background: Telephone care assessment (TCA) by a nurse have shown to reduce the number of emergency department (ED) visits and emergency medical services missions (EMS). The present study aimed to describe satisfaction among patients with non-urgent prehospital medical issues that were transferred to TCA instead of receiving EMS. These results could provide a basis for developing the telephone services and emergency care pathways.

Methods:This cross-sectional study included 765 patients with non-urgent issues that were transferred to a telephone care assessment, after a risk and urgency assessment by an emergency medical communications operator. One week later, patient satisfaction was evaluated in a structured telephone interview with randomized patients.

Results:127 telephone interviews were completed. Most patients (70.9–85.0%) were highly satisfied with the telephone care assessment. In particular, patients who were unsure of the urgency of their own health condition and the need for EMS, were highly satisfied (95.3%). Patients that received EMS after the telephone care assessment were more satisfied than those that received telephone guidance or those directed to other health care services (91.4% vs. 65.5% vs. 67.9%, p = 0.002).

Conclusions:Patients with non-urgent prehospital emergency issues were mainly satisfied with telephone care assessment. In considering ways to reduce the increasing load on emergency medical services, a telephone care assessment could be a good option, without reducing patient satisfaction.

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Series: International emergency nursing
ISSN: 1755-599X
ISSN-E: 1878-013X
ISSN-L: 1755-599X
Volume: 59
Article number: 101070
DOI: 10.1016/j.ienj.2021.101070
OADOI: https://oadoi.org/10.1016/j.ienj.2021.101070
Type of Publication: A1 Journal article – refereed
Field of Science: 316 Nursing
Subjects:
Funding: This study was financially supported by the State Research Funding and Northern Ostrobothnia Hospital Distric Research Foundation.
Copyright information: © 2022 The Authors. Published by Elsevier Ltd. This is an open access article under the CC BY license (http://creativecommons.org/licenses/by/4.0/).
  https://creativecommons.org/licenses/by/4.0/