|
KMID : 1140520200240020067
|
|
Korean Journal of Emergency Medical Services
2020 Volume.24 No. 2 p.67 ~ p.77
|
|
|
Analysis of user’s satisfaction for 119 emergency medical service quality improvement
|
|
Ahn Hee-Jeong
Shim Gyu-Sik
Song Hyo-Suk
Bang Sung-Hwan
Choi Gil-Soon
|
|
|
Abstract
|
|
|
Purpose: The study aims to improve the quality of emergency medical services by surveying the user’s satisfaction of 119 emergency medical services nationwide.
Methods: From December 21 to December 27 each year from 2015 to 2017 a total of 5,889 people were surveyed by phone call in fire station.
Results: The average degree of satisfaction with the emergency medical services was 4.17±0.70, with 85.1% respondents reporting being ‘satisfied’. Factors like being a patient, injuries, residential area, and scene arrival time affected satisfaction. From 2015 to 2017, the satisfaction degree decreased every year, with factors affecting this results including “first aid guidance of phone call" and "rapidity of emergency medical services." The highest satisfaction factors were ‘friendly acting of emergency medical services’ and ‘appropriate offer of emergency medical services’, while the lowest satisfaction factors were ‘first aid guidance of phone call’ and ‘adequacy of emergency medical team’.
Conclusion: The quality of emergency medical services needs to be improved by managing the quality of phone call first aid guidance and the assignment of adequate emergency medical teams to increase user satisfaction.
|
|
|
KEYWORD
|
|
|
119 emergency medical service, Satisfaction, Survey
|
|
|
FullTexts / Linksout information
|
|
|
|
|
|
Listed journal information
|
|
|