Patient Satisfaction with Emergency Services from the Perspective of Hildegard E. Peplau

Abstract

Introduction: Emergency departments are multiprofessional scenarios, in which satisfaction, a multifactorial phenomenon, goes hand in hand with quality. Therefore, it is necessary to contextualize the phenomenon from the nursing perspective, since each professional makes their analysis from their object of study.

Objective: To systematize patient satisfaction with emergency services from the perspective of Hildegard E. Peplau.

Methods: An integrative review was conducted of original and review articles published in the SciELO, Medigraphic, Index, Sciencedirect, PubMed and Cuiden databases. The guiding question was elaborated using the acronym PICo. The search strategy was performed using the descriptors in Health Sciences (DeCS) satisfacción [satisfaction] AND servicios de atención de urgencia [emergency care services] AND enfermería [nursing] AND teoría de enfermería [nursing theory] OR atención de enfermería [nursing care]. The flowchart (PRISMA) was used; as well as 93 articles were identified and reviewed, of which 8 were useful. In addition, content analysis of documents was performed.

Conclusions: The systematization favored the identification of regularities and relevant elements focused on the nursing conception, such as an indicator to evaluate the quality of health care, mediated by interpersonal relationship, recognition of needs, recognition of expectations and concrete objectives, analysis and final perception of results, and degree of satisfaction.