KMID : 0385920070180040277
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Journal of the Korean Society of Emergency Medicine 2007 Volume.18 No. 4 p.277 ~ p.286
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The Patients` Experiences in the Ambulance Services and the Factors which Influenced their Willingness to Return
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Park Kun-Hee
Eun Sang-Jun Lee Jin-Seok Shin Sang-Do Kim Hyun Jung Koo-Young Kim Yoon
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Abstract
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Purpose: The purpose of this study was to evaluate the experiences of patients who used ambulance services and analyze the factors which influenced their willingness to use them again.
Methods: The survey was carried out at 17 emergency medical centers for 2 days, and 225 patients and protectors answered the questions. The questionnaire was developed through literature review and consultation with professions. Survey questions addressed the following: dispatchers¡¯ degree of careful listening, dispatchers¡¯ ability to easily understand location information, advice from dispatchers, waiting time for EMTs (emergency medical technicians),
EMTs¡¯ degree of careful listening, EMTs¡¯ explanations, EMTs¡¯ communication of information to hospital staffs and
patient comfort in transit.
Results: The level of patient experiences was relatively poorer than in England. The major factors which influenced patients¡¯ willingness to return were advice from dispatchers, EMTs¡¯ communication of information to hospital staffs and patient comfort in transit. Demographic and socio-economic factors had no bearing on willingness to return.
Conclusion: The evaluation of patients¡¯ experiences is a useful method for gauging the quality of ambulance services and is not influenced by patients¡¯ demographic and socio-economic factors. Moreover, specifically focused questions about patients¡¯ experiences can greatly contribute to improving the quality of ambulance services.
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KEYWORD
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Patients, Experiences, Ambulances
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