Ulus Travma Acil Cerrahi Derg. 2006; 12(4): 288-298

Acil servislerde hasta ve yakýnlarýný bilgilendirmenin memnuniyet üzerine etkisi

Hülya Bulut
Gazi Üniversitesi Hemþirelik Yüksekokulu, Ankara

AMAÇ: Araþtýrma, bir acil servisin hizmet þemasý içine hemþireler tarafý ndan yürütülmesi planlanan bir hizmet birimini eklemenin hasta memnuniyeti üzerine etkisini saptamak amacýyla yapýldý. GEREÇ-YÖNTEM: Bu çalýþma 21 Ocak 2002-22 Mart 2002 tarihleri arasýnda bir üniversite hastanesi acil servisinden taburcu olan 300 hasta ile gerçekleþtirildi. Araþtýrmada veriler Hasta Tanýtým Formu, Hemþire Eylem Formu, Bilgilendirme Hizmetini Deðerlendirme ve Hasta Takip Formu kullanýlarak toplandý. Hastalar araþtýrmacý tarafýndan geliþtirilen bilgilendirme kýlavuzu eþli- ðinde bilgilendirildi ve sorularý yanýtlanmýþ kýlavuzun bir kopyasý hasta ve ailesine verildi. Hasta bir hafta sonra ev ya da iþ telefonundan aranýp bilgilendirme hizmetinden memnuniyeti sorgulandý. Araþtýrmadan elde edilen veriler yüzdelik, Ki-Kare ve evren oranýnýn önemlilik testi kullanýlarak bilgisayarda deðerlendirildi. BULGULAR: Acil servisten taburcu edilen hastalara hastalýk, tedavi ve baký mlarýna iliþkin kýlavuz eþliðinde bilgi verildiðinde memnuniyetlerinin arttýðý belirlendi ve telefonla takip edilmelerinin gerekli olduðu anlaþýldý. SONUÇ: Araþtýrmadan elde edilen sonuçlar doðrultusunda acil servisten taburcu edilen hasta ve yakýnlarýný bilgilendirmenin hemþire tarafýndan yapýlmasý ve bilgilendirme kýlavuzlarýnýn geliþtirilmesi önerilmiþtir.

Anahtar Kelimeler: Acil servis, hastane/standartlar, hasta eðitimi; hasta memnuniyeti; saðlýk hizmetleri kalitesi; anket.

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The effects of informing patients and their relatives on satisfaction at emergency units

Hülya Bulut
Gazi Üniversity School Of Nursing, Ankara,turkey

BACKGROUND: The research was performed to determine the effect of adding a service unit planned to be carried out by nurses into the current emergency work flow on the patient satisfaction. METHODS: The research was carried out on 300 patients who were discharged from an University Hospital Emergency Department in Turkey between 21 January 2002 and 22 March 2002. The data of the research were collected by using Patient Identification Form, Nurse Activity Form, The Evaluation Form for Service of Giving Information and Patient Follow-up Form. The patients were informed by the information booklet developed by the researcher, their questions were answered and a copy of the information booklet was given to the patients and/or their families. The patients were called from their homes or offices one week after their discharge from the hospital and their satisfaction levels of the information given by the researcher were questioned. The data collected from the research were analyzed in computer by using percentage, chi-square and the significance test for universe rate. RESULTS: It was determined that the level of patient satisfaction was increased when the information was given together with the booklet about their diseases, treatments and the cares and it was also understood that calling the patients to be followed was essential. CONCLUSION: It is suggested that the informations should be given to the patients and their relatives on discharge by the nurses and new information booklets should be developed.

Keywords: Emergency service, hospital/standards, patient education; patient satisfaction; quality of health care; questionnaire.

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ATIF KOPYALA