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Patient satisfaction survey questionnaire mailed to eligible patients between January 2001 and December 2004.
Source publication
Patient satisfaction is of growing importance to providers of emergency medical services (EMS). Prior reports of patient satisfaction have frequently used resource-intensive telephone follow-up to assess satisfaction. We determine the feasibility of using a single mailing, anonymous postal survey methodology for collecting patient satisfaction data...
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Purpose
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Citations
... The questionnaire was created by combining questions used for similar purposes in several previous studies. Some of the questions were rephrased from several questionnaires with similar questions, including Kuisma et al. (2003) 12,15,[21][22][23] [27] (Appendix 1). In addition, question 20 addressed patient satisfaction with the non-conveyance decision. ...
Background
Emergency Medical Services are dispatched more frequently than before. However, many non-urgent patients do not need ambulance transportation to a healthcare facility after evaluation and treatment on scene. This study explored the experiences of non-conveyed patients. Our research questions were: (1) How have non-conveyed patients experienced the service received from EMS? (2) Does a patient’s age, gender, or time of the emergency call impact the patient’s experience?
Methods
This descriptive survey study examined non-conveyed Emergency Medical Services patients in the Wellbeing Services County of Southwest Finland. The study period was from March 1, 2023, to March 31, 2023. The study population was 1017. They received a questionnaire that was sent by mail. The questionnaire was formed based on questions previously used in four different questionnaires. We received 247 answers (24.3% response rate). Percentages, medians with interquartile ranges, and non-parametric tests were used in the descriptive analyses.
Results
Non-conveyed patients were very satisfied with the paramedics’ expertise and behavior, their ability to meet their individual needs, the sense of safety provided by the paramedics, and the instructions given to the patients. Time to receive help (19% rated 3 or less on a scale from 1 to 5), how paramedics introduced themselves (16.5%), and satisfaction with non-conveyance decisions (14.6%) were more frequently rated lower than other areas. Further, pain management stood out in the less favorable evaluations. Still, patients’ experiences of the service were positive. The age group, gender, or time of the emergency call were not associated with patient experience.
Conclusions
Patients were very satisfied with the paramedics’ interpersonal skills. A more focused approach to pain management and developing EMS to ensure faster patient outreach and clearer explanations of non-conveyance decisions could further enhance the patient experience.
... Several reports have been published on patient satisfaction with EMS in prehospital care [11,12]. However, these reports used satisfaction scales originally developed by the researchers, and the validity and reliability of the scales have not been verified. ...
The purpose of this study was to develop and validate an emergency medical technician (EMT) care patient satisfaction scale to measure patient satisfaction with prehospital emergency care. To date, patient satisfaction surveys of EMTs have been performed subjectively, e using each facility's questionnaire, without the use of a validated patient satisfaction scale. However, no specific scale has been devised to assess patient satisfaction with EMTs. The study population comprised patients who used an ambulance between November 2020 and May 2021 (N = 202). A survey instrument was administered to participants who provided informed consent. In the process of validating the patient satisfaction scale, an exploratory factor analysis (EFA) of construct validity was performed. The results of the EFA showed a factor structure consisting of five factors: “teamwork”, “explanation and communication”, “physical treatment and psychological support”, “quickness of transport”, and “environment in the ambulance”. In addition, domain and summary scores showed good internal reliability (Cronbach's range = 0.82–0.94). The patient satisfaction scale developed in this study was designed and validated considering the role of EMTs and patients' needs for prehospital care. This scale may be useful in the development of assessments and interventions to improve patient satisfaction with EMTs.
... Finnish research demonstrates that the level of satisfaction with contact with paramedics was very high and evaluated, among others, dimensions such as: communication with the patient, diagnosis of patient condition, procedures applied, satisfying information needs, and the general behavior of paramedics [46]. In American research by Crowe et al., most people using the services of paramedics rated them as 'excellent' [47], while in the research by Bernard et al., almost all patients were either satisfied or very satisfied with their contact with the emergency medical team [48]. Similar results were obtained in England [49]. ...
... In addition, our own representative research demonstrated that paramedics are among the highest-ranking professions. In the few available analyses of the social perceptions of the profession from other countries (although not always representative and applying different methodologies, which makes unambiguous comparisons impossible), we found confirmation that it is respected and trusted all over the world, and patients highly value the competence of paramedics [46][47][48][49]. In Australian studies, members of local communities perceived paramedics as professionals who were well-educated, with a great sense of responsibility for the health and life entrusted to them; thus, they expect a high level of assistance from the profession [50]. ...
... In Australian studies, members of local communities perceived paramedics as professionals who were well-educated, with a great sense of responsibility for the health and life entrusted to them; thus, they expect a high level of assistance from the profession [50]. In both European and American studies, patients rated their contact with paramedics either well or very well [47], and few comments concerned the possibility of improving interpersonal communication [48]. Although, in most studies, only a narrow category of 'satisfaction' with contact with the paramedic was analyzed, as noted by Perry et al., the high ratings of this satisfaction are a consequence of the attitudes of paramedics helping the patient regain a sense of confidence and order in the chaos and uncertainty in which they found themselves in the relationship with their traumatic health event [51]. ...
Background:
There is a lack of research on social image, prestige, and the position of the paramedic profession in the social structure. The main objective of the study was to determine the place of the paramedic profession in the hierarchy of prestige of professions as viewed by the public. In operationalizing the term 'prestige', we deemed the word 'respect' to best fit the sense of the subjective evaluation of prestige with regard to a profession.
Material and methods:
The data comes from cross-sectional survey-based research. The research was carried out on a group of 600 people over 18 years of age. The sample was of a random nature, and the selection of respondents was calculated on the basis of them being representative of the Polish population.
Results:
The median of respect declared for the paramedic profession, on a scale of 1 to 5, was 4.49, which placed the profession in fourth place in the ranking. The assessment of respect for paramedics among other medical professions placed them in third place, directly after doctors and midwifes.
Conclusions:
The profession of paramedic is characterized by high social prestige, locating it at the forefront of the medical profession and other examined professions, but its social position, expressed by objective measures (earnings, structural possibilities, social power), is significantly lower.
... The patients seek high quality care but there is an absence of well-organized facilities and experienced, dedicated staff and this leads to patient dissatisfaction. This dissatisfaction is a major problem in emergency medical care [16]. The level of satisfaction in emergency care ranges from as low as 2% in Pakistan [17] and 63% in Iran [18] to as high as 99.5% in United Sates [16]. ...
... This dissatisfaction is a major problem in emergency medical care [16]. The level of satisfaction in emergency care ranges from as low as 2% in Pakistan [17] and 63% in Iran [18] to as high as 99.5% in United Sates [16]. ...
... The major reasons for the dissatisfaction are interpersonal communications [16], system problems including inadequately equipped facilities, no budget allocates for emergency departments and a lack of critical supplies which are needed in emergency situations [17]. Other determinants of satisfaction are physicians' and nurses' communication with patients, security guards' courtesy and communication, the mean waiting time, and the occurrence of unscheduled events which delayed care [18,19]. ...
Background: Ethiopia has fairly good coverage but very low utilization of health care services. Emergency medical care services require fast, correct and curious services to clients as they present with acute problems. In Ethiopia and Gondar in particular, the quality of emergency medical care has not been studied. The main aim of this study was to assess the disease profile and patients' satisfaction in Gondar University Referral Hospital (GURH).
... I considered this approach necessary to encourage survey respondents to participate in the survey. However, this has been known to lead to 'socially acceptable' responses (Bernard et al., 2007). I sought to explore this tendency in the qualitative phase of this study. ...
This thesis explores leadership styles associated with innovation in the National Health Service in England, drawing on a review of leadership theories and concepts, and comparing what is found with an organisation in the United States recognised as a high performer in this area. Although leadership has been studied extensively, most research has focused on the political and military spheres. More recent work has also examined the role of leadership in sectors such as manufacturing and technology, both areas where it is essential to encourage and nurture innovation. Yet, in the health sector, where innovation is now high on the health policy agenda in many countries, there is a paucity of research on how leadership can foster a culture of innovation. It cannot be assumed that leadership theories and concepts developed in other sectors will automatically apply to the health sector, given its many complexities and specificities, including multiple and sometimes competing objectives, such as the need to match technological advances with cost containment. Moreover, these objectives may vary in different settings, reflecting the contextual embeddedness of health systems. This research asks what leadership styles have been adopted by those working at senior leadership and management levels in organisations created to support innovation within the NHS in England. To place these findings in a broader context, these findings will be compared with those obtained from a leading health sector organisation identified as a global leader in innovation that served as the US Pilot Study for this research. It will relate these findings to theory and previous empirical research on leadership for innovation while exploring the application of these findings to the health sector. The research uses a mixed method approach, commencing with a review of the literature to identify leadership styles and critical appraisal of evidence associating different styles with the extent and nature of innovation, which in turn has informed development of an instrument to be used in a survey (quantitative element) of those in leadership roles. The instrument draws extensively on that used by Handy (1996) to assess organisational culture. The survey questions are linked to leadership theories and concepts identified in the literature review and seek to identify the leadership styles adopted in the organisations studied. The findings inform the qualitative phase of the study, in which interviews with key informants are used to interpret and understand the quantitative results. The study findings have been used to generate a ‘Leadership Framework’ for assessing leadership styles in organisations seeking to foster innovation in the NHS. This is based upon the leadership styles described in the literature and leadership theories and concepts driving health innovation and to a minor extent to those adopted in a successful innovator in the United States health sector. The research concludes by offering contextually appropriate recommendations based on theory and empirical evidence.
... Entirely all the studies on satisfaction with emergency services show that in all countries, continents, and systems, such as Malaysia, Japan, USA, Europe, and Australia, patients report feeling very satisfied with the dimensions evaluated in the instruments employed (treatment perceived as adequate, information, delay, conditions of transport, capacity for resolution) [9][10][11][12][13][14][15]. However, these approaches have not provided information for identifying improvement opportunities, for example on patient safety. ...
Objective
: To describe patient satisfaction with pre-hospital emergency knowledge and determine if patients and professionals share a common vision on the satisfaction predictors.Methods:A qualitative study was conducted in two phases. First, a systematic review following the PRISMA protocol was carried out searching publications between January 2000 and July 2016 in Medline, Scopus, and Cochrane. Second, three focus groups involving professionals (advisers and healthcare providers) and a total of 79 semi-structured interviews involving patients were conducted to obtain information about what dimensions of care were a priority for patients.Results:Thirty-three relevant studies were identified, with a majority conducted in Europe using questionnaires. They pointed out a very high level of satisfaction of callers and patients. Delay with the assistance and the ability for resolution of the case are the elements that overlap in fostering satisfaction. The published studies reviewed with satisfaction neither the overall care process nor related the measurement of the real time in responding to an emergency. The patients and professionals concurred in their assessments about the most relevant elements for patient satisfaction, although safety was not a predictive factor for patients. Response capacity and perceived capacity for resolving the situation were crucial factors for satisfaction.Conclusions:Published studies have assessed similar dimensions of satisfaction and have shown high patient satisfaction. Expanded services resolving a wide number of issues that can concern citizens are also positively assessed. Delays and resolution capacity are crucial for satisfaction. Furthermore, despite the fact that few explanations may be given due to a lack of face-to-face attention, finding the patient's location, taking into account the caller's emotional needs, and maintaining phone contact until the emergency services arrive are high predictors of satisfaction.
... Entirely all the studies on satisfaction with emergency services show that in all countries, continents, and systems, such as Malaysia, Japan, USA, Europe, and Australia, patients report feeling very satisfied with the dimensions evaluated in the instruments employed (treatment perceived as adequate, information, delay, conditions of transport, capacity for resolution) 9,10,11,12,13,14,15 . However, these approaches have not provided information for identifying improvement opportunities, for example on patient safety. ...
Objective. To describe patient satisfaction with pre-hospital emergency knowledge and determine if patients and professionals share a common vision on the satisfaction predictors. Methods. A qualitative study conducted in two phases. First, a systematic review following the PRISMA protocol was carried out searching publications between January 2000 and July 2016 in Medline, Scopus, and Cochrane. Second, three focus groups involving professionals (advisers and healthcare providers) and a total of 79 semi-structured interviews involving patients were conducted to obtain information about what dimensions of care were a priority for patients. Results. Thirty-three relevant studies were identified. A majority conducted in Europe using questionnaires. They pointed out a very high level of satisfaction of callers and patients. Delay with the assistance and the ability for resolution of the case are the elements that overlap in fostering satisfaction. The published studies neither reviewed the overall care process nor related the measurement of the real time in responding to an emergency with the satisfaction. The patients and professionals concurred in their assessments about the most relevant elements for patient satisfaction, although safety was not a predictive factor for patients. Response capacity and perceived capacity for resolving the situation were crucial factors for satisfaction. This qualitative approach yielded assistance targets to be improved. Conclusions. Published studies have assessed similar dimensions of satisfaction. Furthermore, despite the fact that few explanations may be given due to the no face to face attention, taking into account the patient’s emotional needs or maintaining contact with the patient until the emergency services arrive are high predictors of the satisfaction.
... Patient satisfaction level varies upon some treatment factors, which care givers play an important role in. [3] The factors are essential to raise the quality of care, which are: response time, explanation of care, medical care provided, the ability to reduce patient anxiety, the ability to meet the patient's non-medical needs, and the level of politeness shown by the provider toward the patient. [4] In conclusion, the pre hospital care is based on the medical knowledge and skills to the prevent, diagnose and manage all cases of illness and injury which affect all ages with full undifferentiated categories of physical and behavioral disorders. ...
... The outcome of the prehospital care given to patients is positive patient satisfaction with emergency medical services which raise and improve the quality of pre-hospital care. [3] This means that the level of care given to patient will directly influence the outcome and patients satisfaction in an emergency care situation. If the prehospital care given to patients is provided in an effective and timely manner, the The level of satisfaction among patients with pre-hospital care is important for any healthcare giver to improve and raise the quality of care. ...
Background: The prehospital care is based on the knowledge and skills needed for the prevention, diagnosis and management of mild to immediate cases of illness and injury which affects all ages with full undifferentiated categories of physical and behavioral disorders. Aim: is to prioritize patient satisfaction with emergency medical services in some aspects to improve and raise the quality of pre-hospital care. Methodology: Customer satisfaction surveys have been conducted. Result: we determined the answers for all the patients in our 72 sample from the patients admitted in National Guard Hospital either by our EMS or by Red Crescent ambulances. Their age ranged from 18 to 86 and older including males and females. The patient's opinion about overall
... Patient satisfaction level varies upon some treatment factors, which care givers play an important role in. [3] The factors are essential to raise the quality of care, which are: response time, explanation of care, medical care provided, the ability to reduce patient anxiety, the ability to meet the patient's non-medical needs, and the level of politeness shown by the provider toward the patient. [4] In conclusion, the pre hospital care is based on the medical knowledge and skills to the prevent, diagnose and manage all cases of illness and injury which affect all ages with full undifferentiated categories of physical and behavioral disorders. ...
... The outcome of the prehospital care given to patients is positive patient satisfaction with emergency medical services which raise and improve the quality of pre-hospital care. [3] This means that the level of care given to patient will directly influence the outcome and patients satisfaction in an emergency care situation. If the prehospital care given to patients is provided in an effective and timely manner, the The level of satisfaction among patients with pre-hospital care is important for any healthcare giver to improve and raise the quality of care. ...
Abstract:
Background: The prehospital care is based on the knowledge and skills needed for the prevention, diagnosis and management of mild to immediate cases of illness and injury which affects all ages with full undifferentiated categories of physical and behavioral disorders. Aim: is to prioritize patient satisfaction with emergency medical services in some aspects to improve and raise the quality of pre-hospital care. Methodology: Customer satisfaction surveys have been conducted. Result: we determined the
answers for all the patients in our 72 sample from the patients admitted in National Guard Hospital either by our EMS or by Red Crescent ambulances. Their age ranged from 18 to 86 and older including males and females. The patient’s opinion about overall treatment, and we divided into five levels of satisfaction: (Excellent, Good, Neutral, bad, and Horrible), 68 patients evaluate excellent on percentage of (94.4%), 1 patient evaluate good on percentage of (1.4%), 2 patients evaluate neutral on percentage of (2.8%), 1 patient evaluate bad on percentage of (1.4%), and non of the patients evaluate horrible. Conclusion: the purpose of this study is to measure the level of satisfaction among patients with pre-hospital care to improve and raise the quality of care, and to
identify the factors that influence the patient satisfaction. Researches on patient’s satisfaction in emergency medical services are limited especially in (NGHA) and Red Crescent in Saudi Arabia. In this study the patients evaluate the services that provided by the EMS employees with among the ages, between both of the genders and emergencies.
... Questions for patient satisfaction survey was adopted from EMS department in Ohio, USA. [19] Questions were translated and adapted to local context. Adherence to World J Emerg Med, Vol 8, No 3, 2017 protocol is a task-based performance measure and was differently used for driver and medical personnel (doctors, nurses and paramedics). ...
Background:
The purpose of the study was to explore the association between post-traumatic stress disorder (PTSD) and work performance of emergency medical services personnel in Karachi, Pakistan.
Methods:
Emergency medical service personnel were screened for potential PTSD using Impact of Event Scale-Revised (IES-R). Work performance was assessed on the basis of five variables: number of late arrivals to work, number of days absent, number of days sick, adherence to protocol, and patient satisfaction over a period of 3 months. In order to model outcomes like the number of late arrivals to work, days absent and days late, negative binomial regression was applied, whereas logistic regression was applied for adherence to protocol and linear for patient satisfaction scores.
Results:
Mean scores of PTSD were 24.0±12.2. No association was found between PTSD and work performance measures: number of late arrivals to work (RRadj 0.99; 0.98-1.00), days absent (RRadj 0.98; 0.96-0.99), days sick (RRadj 0.99; 0.98-1.00), adherence to protocol (ORadj 1.01; 0.99-1.04) and patient satisfaction (β 0.001%-0.03%) after adjusting for years of formal schooling, living status, coping mechanism, social support, working hours, years of experience and anxiety or depression.
Conclusion:
No statistically significant association was found between PTSD and work performance amongst EMS personnel in Karachi, Pakistan.
