等候資訊提升急診病人滿意度之成效

The effectiveness of waiting information in improving satisfaction of patient in emergency department

高立晟(Li-Cheng KAO)；林玉娟(Yu-Chuan LIN)；戴佳惠(Chia-Hui TAI)

急診 ； 等候資訊 ； 滿意度 ； 系統性文獻回顧 ； Emergency department ； waiting information ； satisfaction ； systematic review

台灣實證醫學學會會刊

14卷2期（2023 / 12 / 01）

52 - 63

繁體中文;英文

背景：當病人與醫護人員對危急程度的判斷有所落差時，滿意度就會下降。但提供急診處置流程的等候資訊，能提升病人認知並降低不確定感。目的：以系統性文獻回顧方法探討等候資訊對急診病人滿意度之成效。方法：檢索2023年6月前發表於PubMed、Embase、CINAHL、Cochrane library、Web of Science、華藝線上圖書館及臺灣博碩士論文知識加值系統等七個資料庫，並以RoB 2及ROBINS-I評估研究品質。結果：共納入1篇隨機對照試驗及5篇類實驗研究，納入研究的等候資訊使用影片或書面方式進行。結果發現：等候資訊組相效於常規照護組，在急診整體滿意度的提升未達統計顯著性（OR 1.43，95%CI：0.98-2.07）。結論：提供等候資訊給急診就醫病人提升急診整體滿意度尚未有一致性結論，但經本研究彙整後了解，等候資訊可包含病人在急診就醫期間的相關訊息，如候診過程、檢傷原則、檢查／治療過程等，有其存在的必要性。建議可於急診推行，執行的形式可依據需求提供影片或書面。

Background: Satisfaction decreases when healthcare providers and patients in the emergency department have different perspectives regarding treatment priority. However, providing waiting information on treatment processes could increase patients' cognition and lower uncertainty. Aim: To investigate the effectiveness of waiting information in improving patients' satisfaction in the emergency department through a systematic review. Methods: We searched for studies that were published before June 2023 using seven databases: PubMed, Embase, CINAHL, Cochrane Library, Web of Science, Airiti Library, and the National Digital Library of Theses and Dissertations in Taiwan. Their quality was appraised by RoB 2 and ROBINS-I. Results: We included a combination of 1 randomized controlled trial, and 5 quasi-experimental studies. Waiting information in these studies was delivered through either video or written formats. The findings suggest that the group receiving waiting information demonstrated a similar level of effectiveness when compared to the conventional care group. This resulted in a non-statistically significant increase in overall satisfaction within the emergency department (OR 1.43, 95% CI: 0.98-2.07). Conclusions: The impact of providing waiting information to emergency room patients on overall satisfaction remains inconclusive. However, this study suggests that such information, encompassing details like the waiting process, injury assessment principles, and treatment procedures, is deemed necessary. Implementation in the form of videos or written materials is recommended based on specific needs.