Impact of the Implementation of a Low-Complexity Emergency Care Protocol in the Patient Experience at a Level 3 Academic Institution in Colombia
German Devia Jaramillo,1,2 Juan Pablo Vargas Gallo,1 Nathalia Maria Esmeral-Zuluaga3 1Emergency Department Hospital Universitario Fundación Santafé de Bogotá, Bogotá, Colombia; 2Grupo de Investigación Clínica, Escuela de Medicina y Ciencias de la Salud, Universidad del Rosario, Bogotá, Colombia; 3Sc...
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Dove Medical Press
2024-12-01
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| Series: | Open Access Emergency Medicine |
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| author | Devia Jaramillo G Vargas Gallo JP Esmeral-Zuluaga NM |
| author_facet | Devia Jaramillo G Vargas Gallo JP Esmeral-Zuluaga NM |
| author_sort | Devia Jaramillo G |
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| description | German Devia Jaramillo,1,2 Juan Pablo Vargas Gallo,1 Nathalia Maria Esmeral-Zuluaga3 1Emergency Department Hospital Universitario Fundación Santafé de Bogotá, Bogotá, Colombia; 2Grupo de Investigación Clínica, Escuela de Medicina y Ciencias de la Salud, Universidad del Rosario, Bogotá, Colombia; 3School of Medicine and Health Sciences, Universidad Del Rosario, Bogotá, ColombiaCorrespondence: German Devia Jaramillo, Email devia@urosario.edu.coIntroduction: Emergency department overcrowding is a universal problem. It is associated not only with poor clinical outcomes but also with a decrease in patient satisfaction, especially in patients with low complexity emergencies or triage 4 and 5, who tend to have a longer waiting time.Objective: This study aims to determine whether the implementation of a care strategy for patients with low complexity emergencies called “The special Line” in the emergency department of a third level academic institution in Colombia, has a positive impact on the level of satisfaction with the care received by the patient and the number of people who leave without being seen.Methods: This is a retrospective analytical observational study that looks at the effect on the rate of patients who leave without being seen and the net promoter score (NPS) of the entire emergency department of establishing a protocol for the care of patients with low complexity emergencies.Results: Of a total of 22,743 patients divided into the two comparison groups, it was found that after the implementation of the care protocol, a non-significant reduction in the median rate of patients without care from 2.35% to 1.85% was documented, as well as a significant improvement in the median value of the NPS from 44 to 53, p: 0.001.Conclusion: The implementation of a protocol for the care of patients with low-complexity emergencies demonstrated a significant improvement in the experience of care for all users in the emergency service, additionally, indirectly influencing the leave without being seen of the entire emergency service.Keywords: patient satisfaction, emergency department, overcrowding, patient safety |
| format | Article |
| id | doaj-art-b9f13b9d0a2949079e1d9723a649c835 |
| institution | OA Journals |
| issn | 1179-1500 |
| language | English |
| publishDate | 2024-12-01 |
| publisher | Dove Medical Press |
| record_format | Article |
| series | Open Access Emergency Medicine |
| spelling | doaj-art-b9f13b9d0a2949079e1d9723a649c8352025-08-20T01:58:31ZengDove Medical PressOpen Access Emergency Medicine1179-15002024-12-01Volume 1632933698489Impact of the Implementation of a Low-Complexity Emergency Care Protocol in the Patient Experience at a Level 3 Academic Institution in ColombiaDevia Jaramillo GVargas Gallo JPEsmeral-Zuluaga NMGerman Devia Jaramillo,1,2 Juan Pablo Vargas Gallo,1 Nathalia Maria Esmeral-Zuluaga3 1Emergency Department Hospital Universitario Fundación Santafé de Bogotá, Bogotá, Colombia; 2Grupo de Investigación Clínica, Escuela de Medicina y Ciencias de la Salud, Universidad del Rosario, Bogotá, Colombia; 3School of Medicine and Health Sciences, Universidad Del Rosario, Bogotá, ColombiaCorrespondence: German Devia Jaramillo, Email devia@urosario.edu.coIntroduction: Emergency department overcrowding is a universal problem. It is associated not only with poor clinical outcomes but also with a decrease in patient satisfaction, especially in patients with low complexity emergencies or triage 4 and 5, who tend to have a longer waiting time.Objective: This study aims to determine whether the implementation of a care strategy for patients with low complexity emergencies called “The special Line” in the emergency department of a third level academic institution in Colombia, has a positive impact on the level of satisfaction with the care received by the patient and the number of people who leave without being seen.Methods: This is a retrospective analytical observational study that looks at the effect on the rate of patients who leave without being seen and the net promoter score (NPS) of the entire emergency department of establishing a protocol for the care of patients with low complexity emergencies.Results: Of a total of 22,743 patients divided into the two comparison groups, it was found that after the implementation of the care protocol, a non-significant reduction in the median rate of patients without care from 2.35% to 1.85% was documented, as well as a significant improvement in the median value of the NPS from 44 to 53, p: 0.001.Conclusion: The implementation of a protocol for the care of patients with low-complexity emergencies demonstrated a significant improvement in the experience of care for all users in the emergency service, additionally, indirectly influencing the leave without being seen of the entire emergency service.Keywords: patient satisfaction, emergency department, overcrowding, patient safetyhttps://www.dovepress.com/impact-of-the-implementation-of-a-low-complexity-emergency-care-protoc-peer-reviewed-fulltext-article-OAEMpatient satisfactionemergency departmentovercrowdingpatient safety |
| spellingShingle | Devia Jaramillo G Vargas Gallo JP Esmeral-Zuluaga NM Impact of the Implementation of a Low-Complexity Emergency Care Protocol in the Patient Experience at a Level 3 Academic Institution in Colombia Open Access Emergency Medicine patient satisfaction emergency department overcrowding patient safety |
| title | Impact of the Implementation of a Low-Complexity Emergency Care Protocol in the Patient Experience at a Level 3 Academic Institution in Colombia |
| title_full | Impact of the Implementation of a Low-Complexity Emergency Care Protocol in the Patient Experience at a Level 3 Academic Institution in Colombia |
| title_fullStr | Impact of the Implementation of a Low-Complexity Emergency Care Protocol in the Patient Experience at a Level 3 Academic Institution in Colombia |
| title_full_unstemmed | Impact of the Implementation of a Low-Complexity Emergency Care Protocol in the Patient Experience at a Level 3 Academic Institution in Colombia |
| title_short | Impact of the Implementation of a Low-Complexity Emergency Care Protocol in the Patient Experience at a Level 3 Academic Institution in Colombia |
| title_sort | impact of the implementation of a low complexity emergency care protocol in the patient experience at a level 3 academic institution in colombia |
| topic | patient satisfaction emergency department overcrowding patient safety |
| url | https://www.dovepress.com/impact-of-the-implementation-of-a-low-complexity-emergency-care-protoc-peer-reviewed-fulltext-article-OAEM |
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