Familles fréquentant un service d’accueil des urgences pédiatriques : expérience, satisfaction et besoins [Families' experiences and satisfaction with a pediatric emergency service]

Details

Serval ID
serval:BIB_8C90C663D34F
Type
Article: article from journal or magazin.
Collection
Publications
Title
Familles fréquentant un service d’accueil des urgences pédiatriques : expérience, satisfaction et besoins [Families' experiences and satisfaction with a pediatric emergency service]
Journal
Archives de pediatrie
Author(s)
Perret S., Gehri M., Pluies J., Rossi I., Akre C.
ISSN
1769-664X (Electronic)
ISSN-L
0929-693X
Publication state
Published
Issued date
10/2017
Peer-reviewed
Oui
Volume
24
Number
10
Pages
960-968
Language
french
Notes
Publication types: Journal Article
Publication Status: ppublish
Abstract
Today, pediatric emergency services receive a rising number of "non-urgent" cases, which are due to parental anxiety or a miscomprehension of medical explanations. The aim of this study was therefore to understand what those families experience and need when they consult in such cases, in order to respond with adapted solutions.
Semi-structured interviews and questionnaires with parents, after the consultation or in the waiting room.
Based on the families' narratives, we present the results in six steps, which correspond to the steps they experience from the decision to go to the hospital to the consultation. Families' experiences are very satisfactory regarding the quality of medical care, the relationship between staff and children, and the staff's overall attitude. Critical points concern practical aspects (parking, food, and play facilities); the waiting time and the lack of information; and the communication between the medical staff and the parents, most particularly related to their anxiety and waiting time.
The results show first that parents have multiple preoccupations: many stress factors and organizational difficulties are added to their child's disease. These preoccupations are mostly related to the lack of information about the waiting time, information that they would need to organize their day and their time in the hospital. Second, the results show that parental anxiety influences their decision to come to the emergency department, their experience of care and of the waiting time, and their judgment about the quality of the medical care. Considering this, families requested practical improvements (i.e., more toys in the waiting room), and suggest more communication and presence from the medical staff. Based on their demands, we suggest an agenda of care in four steps: a waiting time, a time for sharing, a time for information giving, and a validation time.
Overall, parents are stressed and anxious when they come to the emergency department and request more reassurance, attention, and explanations from the healthcare staff. We propose a final "validation time" to verify that the medical explanations are understood as well as the emotional state of the family. In this way, we can ensure good follow-up care at home, avoid unnecessary readmissions, and promote parental health education.
Keywords
Adolescent, Child, Child, Preschool, Consumer Behavior, Emergency Medical Services/standards, Female, Humans, Infant, Male, Parents, Quality of Health Care, Self Report
Pubmed
Web of science
Create date
31/08/2017 11:16
Last modification date
20/08/2019 15:50
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