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KMID : 0385920150260010133
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Journal of the Korean Society of Emergency Medicine
2015 Volume.26 No. 1 p.133 ~ p.140
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Change of Patient Decision Making Processes and Level of Satisfaction in the Area of Tangalle, Sri Lanka: Before and After the Establishment of Emergency Medical Services
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Kim Jung-Hyuk
Ahn Moo-Eob
Kim Dong-Won
Lee Tae-Hun
Han Jae-Hyun
Hong Eun-Seog
Lee Kang-Hyun
Kim Hoon
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Abstract
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Purpose: After creating a new emergency medical service in Tangalle, Sri Lanka, this analysis intends to determine the changes of satisfaction related to the facility and medical care givers. With this information, an assessment regarding the role of PCU (preliminary care unit) and the contribution of PCU is made possible. Furthermore, the baseline data can be used for further development of emergency medical service.
Methods: PCU survey was conducted before and after the establishment on site at Tangalle, Sri Lanka. Patients were surveyed based on a five point Likert scale. Patients were asked to rate their level of satisfaction with doctors, facili-ties, and the environment in the hospital.
Results: After the establishment of PCU the number of patients increased by 270% (from 11,496 patients in Year 2011 to 31,120 patients in Year 2014). The number of patients returning home also increased from 2412 to 14,315. Prior to the establishment of PCU, the choice of visiting emergency centers was based on the following order: Kindness of doctors, quality of medical treatment, kindness of nurses. After the establishment of PCU, the choice of visiting emergency cen-ters was changed: From ranking 7th to 2nd, cleanliness of hospi-tal facilities. From ranking 19th to 9th, amenities. Satisfaction rat-ings regarding the patients` perspective of doctors have not changed. However, the satisfaction ratings of the following have changed statistically: From ranking 9th to 2nd, admission process was simple. From ranking 8th to 3rd, PCU had proper medical devices and equipment. From 6th to 5th, received the results of tests quickly. On the other hand, the satisfaction rat-ing for waiting time was pushed back from 7th to 10th.
Conclusion: After establishment of the PCU, positive indi-cations were: increase in the number of patients, increase in the capacity to receive patients, and increase in satisfac-tion with the facility. The level of satisfaction regarding the medical staff was unchanged. The level of satisfaction regarding waiting time was decreased.
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KEYWORD
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Sri Lanka, Emergency medical service, Patient satisfaction, Developing countries
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