Perceived quality of medical assistance provided by SAMUR-Civil Protection patients
Citizens assisted in 2024 have given an average score of 9.52 out of 10 as regards his/her satisfaction with our service.
The annual perceived quality study enables the verification of the medical assistance services provided by SAMUR-Civil Protection meets the expectations and needs of the patients treated. The patients surveyed include both those with minor illnesses who were treated by our medical units and discharged on site, as well as those who, due to their clinical condition, required hospital transfer. No exclusion criteria in relation to the severity or type of patient were used.
Parameters evaluated in the survey were:
Speed: response time, from when the request is made, with the receipt of the notification at our Dispatch Center, until the in situ medical assistance is provided by the medical units.
Agility: coordinated, rapid, effective, and efficient action by the responding medical team.
Competence: knowledge, skill, technical ability and professionalism of the responding medical team.
Communication: information provided to the patient in simple language, tailored to his/her level of understanding.
Humane treatment: respect, politeness, kindness, empathy and humanity shown by the service during the medical assistance.
Privacy and respect: protection of patient rights: privacy, wish, confidentiality, beliefs, autonomy, beneficence/non-maleficence and justice.
Comfort: ambulance equipment, temperature, noise, vibrations and lighting.
Overall assessment of the service before and after the intervention.