Estudio de la satisfacción de pacientes y profesionales en un servicio de urgencias hospitalario

Objective. To study the satisfaction level of patients, their companions and professionals at a hospital emergency department. Methodology. Cross-sectional study. Results. 285 patients and companions returned the questionnaire. Patients and companions satisfaction level was high. Age, sex and optimism were related to satisfaction. Pain control [OR=0,418; CI 95% (0,19-0,93); p=0,033] and perceived waiting time until the physician contact, were associated factors in satisfaction. 81 professionals answered the questionnaire. Professionals satisfaction level were low. Emotional exhaustion [B=-0,055; IC 95% (-0,09 a -0,02); p=0,005] and personal accomplishment [B=0,053; IC 95% (0,005-0,10); p=0,031] turned out to be associated factors for professionals satisfaction. Conclusions. Shorter perceived waiting time till the physician contact and better pain control, were associated with higher patient satisfaction. Higher professional satisfaction was seen in professionals with less emotional exhaustion and higher perceived personal accomplishment Objetivo. Analizar el nivel de satisfaccion de pacientes, acompanantes y profesionales de un servicio de urgencias hospitalario. Metodologia. Estudio descriptivo transversal.Resultados. Respondieron 285 pacientes y acompanantes. Los niveles de satisfaccion fueron elevados. La edad, el sexo y el optimismo se relacionaron con la satisfaccion. El control del dolor [OR=0,418; IC 95% (0,19-0,93); p=0,033] y el tiempo de espera percibido hasta la visita medica [OR=5,456; IC 95% (2,14-13,94); p<0,001] fueron factores asociados a la satisfaccion.Respondieron 81 profesionales. Los niveles de satisfaccion fueron mas bajos. El agotamiento emocional [B=-0,055; IC 95% (-0,09 a -0,02); p=0,005] y la realizacion personal [B=0,053; IC 95% (0,005-0,10); p=0,031] fueron factores asociados a la satisfaccion de los profesionales. Conclusiones. A menor tiempo de espera percibido hasta la visita medica y a mayor control del dolor, mayor satisfaccion de los pacientes.A menor agotamiento emocional y mayor percepcion de realizacion personal, mayor satisfaccion de los profesionales