Relatives-and-friends support and information unit in a hospital emergency department: impact on level of satisfaction with care

Gamella Pizarro C, Sánchez Martos J, González Armengol JJ, Fernández Pérez C

Objective: To evaluate the impact on satisfaction of a unit to channel information and

support to the relatives and friends of hospital emergency department patients.

Methods: Quasi-experimental before-after study of the perceptions expressed by the

relatives and friends of patients treated in the emergency department of Hospital Clínico

San Carlos. During 2 periods of 3 weeks each, respondents answered questions on their

view of the care received by the patient they accompanied. Level of satisfaction in the

baseline period and the intervention period.

Results: We surveyed 145 randomly selected respondents, drawn evenly from morning,

afternoon, and night shifts in each period. Before the information and support unit was

launched, 48.2% of the respondents expressed satisfaction, whereas 100% of the

respondents were satisfied in the intervention period (23.4%, satisfied; 76.6%, highly

satisfied). The items associated with the highest level of satisfaction were staff

competence (P=.007), expression of interest in relatives and friends (P=.025), estimate of

time until results can be expected (P<.001), recommendations at discharge (P=.041), periodic updating about the patients progress (P=.006), and knowing which nurse could provide information (P=.039). Conclusions: Periodic, proactive provision of information for a patients relatives and friends, channeled in a personal way through a dedicated unit, was associated with more favorable perceptions of quality of care and with a higher level of satisfaction.

Fernández Pérez C, Gamella Pizarro C, González Armengol JJ, Sánchez Martos J