| Objective: To develop reliable and valid family satisfaction questionnaire as an instrument of measurement for evaluating the quality of pre-hospital emergency care, To explore family satisfaction and service needs and its influencing factors in the pre-hospital emergency care,and to provide reference basis for the hospital medical service quality management.Subjects:The10doctors and nurses of emergency department were surveyed by the questionnaire about items’correlate. In April2011pilot survey was conducted at a3-A-grade hospital in Guangzhou and46patients’families were interviewed. Formal survey was conducted at a3-A-grade hospital in Guangzhou from April to December2011. And533patients’families were interviewed.Methods:The study was carried out over a9-month period. The interview was carried out on the spot and telephone-survey methods. Respondents were asked to evaluate the following satisfaction factors:ambulance response time, doctors and nurses’service facilities and overall outcome. Selection of items and factors in the questionnaire was based on the items’correlate outcome. Internal consistency of factors and whole questionnaire was examined by calculating Cronbach alpha. Construct validity was evaluated by factor analysis as well as correlation among factor scores, questionnaire scores and scores of item’general satisfaction. Data were analysised with descriptive statistical analysis, Student’s t-test, analysis of variance(ANOVA), Bonferroni and multiple stepwise regression analysis, All statistic analyses were conducted by the SPSS16.0software.Result: The pilot survey showed that Cronbach alpha of the questionnaires was0.84. The content validity and construct validity were supported by factor loading. The structure in factor analysis went well with the structure of the questionnaire. Factor analysis with Varimax rotation was performed. The KMO statistic of0.875and Bartlett’s test of sphericity with Bartlett’s χ2=442.106(P=0.000) suggested factor analysis could be performed.4components (eigenvalues>1), which accounted for83.25%of the total variance.95.3%family reported overall satisfaction with the service provided, and overall satisfaction to reach49.69±4.974, on the spot and telephone-survey methods were on significant effected on overall satisfaction (P>0.05),The highest score was doctors and nurses’service4.29±0.536. The lowest three scores were:stretch bearer carried the patient4.12±0.636, drivers’technology4.14±0.535and ambulance response time4.15±0.527. Demographic variables predicted dissatisfaction included young age, high education, unmarried, unemployed people. The service needs of family conclude:The connection between pre-hospital first aid system and hospital emergency system were not perfect, The treatment process was too complicated and the rights of patients or family were not respected.Conclusion:The design of questionnaire was reasonable, and its reliability and validity were satisfied. The questionnaire was also practical and could meet the demand in the hospital management. The three influenced factors in the pre-hospital emergency care include:(1) Demographic characteristics:young age, high education, unmarried, unemployed people.(2)Facilities:The level of service about stretch bearer and drivers are not high;(3) Hospital management:The connection between pre-hospital first aid system and hospital emergency system were not perfect, The treatment process was too complicated and the rights of patients or family were not respected. So health providers should pay attention to the service of people with young age, high education, unmarried, unemployed. In order to improve the service quality and meet the needs of patients or families, health providers should aim at strengthening the management of stretcher bearers and drivers, optimizing the treatment process and strengthening the professional quality of medical personnel... |
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