Quarterly scientific journal

Healthcare quality in Emergency Room

Maria Malliarou , Pavlos Sarafis , Sofia Zyga

Abstract

Aim: This study wants to clarify the issue of quality in health but also to determine the qualitative and quantitative quality indicators in Emergency department that their measurement is a discipline to countries developed in the area of health in order to promote quality in emergency care. Measurement of specific indicators through the evaluation of data and results, quality in Emergency Room is verified. Method: Review of relative bibliography was made in electronic bases of Blackwell-Synergy (1990-2008), and Medline (1990-2008) using as key words Emergency Room, safety, quality, responsiveness, satisfaction, effectiveness, efficiency, appropriateness, accessibility, competence. Complementary bibliography was found through other electronic search engines and by reviewing references of already found articles. Results: determinants for quality in the provision of health services were found to be the credibility that consists of the stability of care, the consistency and the duration of performance, the personnel responsiveness and the vigilance to serve the health user, its efficiency, the accessibility of health services, the politeness, understanding and communication of health professionals in relation to their professionalism, the security and the working environment

Keywords: Emergency Room, safety, quality, responsiveness, satisfaction, effectiveness, efficiency, appropriateness, accessibility, competence

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