Annual User Satisfaction Report. Quality Perceived in relation to attendance. SAMUR-Civil Protection

Quality perceived by SAMUR-Civil Protection patients The annual study of perceived quality allows us to verify that the care provided by SAMUR-Civil Protection is adequate to the expectations and needs of the patients we serve. The patients surveyed are both mild patients who were treated by our care units and discharged in the place, as well as those who due to their clinical situation needed hospital transfer. Exclusion criteria related to the severity or typology of patients are not used. Parameters assessed in the survey: • Speed: speed of response, since the demand is generated, with the reception of the notice in our Communications Center until the assistance begins by the assistance units, in situ. • Agility: coordinated, rapid, effective and efficient action by the health team involved. • Competence: knowledge, skills, technical capacity and professionalism of the team involved. • Communication: information provided to the patient in plain language, adjusted to their level of understanding. • Human treatment: respect, education, kindness, empathy and humanity shown by service in attendance. • Privacy and respect: protection of patient rights: intimacy, will, confidentiality, beliefs, autonomy, beneficence/non-maleficence and justice. • Comfort: ambulance equipment, temperature, noise, vibration and lighting. • Overall assessment of the Service before and after the intervention.