The Korean Journal of Emergency Medical Services (한국응급구조학회지)

The Korea Society of Emergency Medical Services (한국응급구조학회)
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Analysis of user's satisfaction for 119 emergency medical service quality improvement

119구급서비스 질 향상을 위한 이용자 만족도 분석

  • Ahn, Hee-Jeong (Department of Emergency Medical Technology, Korea Nazarene University) ;
  • Shim, Gyu-Sik (Department of Emergency Medical Technology, Korea Nazarene University) ;
  • Song, Hyo-Suk (Department of Emergency Medical Service, Daejeon Health Institute of Technology University) ;
  • Bang, Sung-Hwan (Department of Special Warfare Medical Non-Commissioned Officer, Daejeon Health Institute of Technology University) ;
  • Choi, Gil-Soon (Department of Emergency Medical Technology, Donggang University)
  • 안희정 (나사렛대학교 응급구조학과) ;
  • 심규식 (나사렛대학교 응급구조학과) ;
  • 송효숙 (대전보건대학교 응급구조과) ;
  • 방성환 (대전보건대학교 특전의무부사관과) ;
  • 최길순 (동강대학교 응급구조과)
  • Received : 2020.03.13
  • Accepted : 2020.08.14
  • Published : 2020.08.31
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Abstract

Purpose: The study aims to improve the quality of emergency medical services by surveying the user's satisfaction of 119 emergency medical services nationwide. Methods: From December 21 to December 27 each year from 2015 to 2017 a total of 5,889 people were surveyed by phone call in fire station. Results: The average degree of satisfaction with the emergency medical services was 4.17±0.70, with 85.1% respondents reporting being 'satisfied'. Factors like being a patient, injuries, residential area, and scene arrival time affected satisfaction. From 2015 to 2017, the satisfaction degree decreased every year, with factors affecting this results including "first aid guidance of phone call" and "rapidity of emergency medical services." The highest satisfaction factors were 'friendly acting of emergency medical services' and 'appropriate offer of emergency medical services', while the lowest satisfaction factors were 'first aid guidance of phone call' and 'adequacy of emergency medical team'. Conclusion: The quality of emergency medical services needs to be improved by managing the quality of phone call first aid guidance and the assignment of adequate emergency medical teams to increase user satisfaction.

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