Evaluating the satisfaction of patients utilising the virtual emergency department service in southeast region of Melbourne

IF 1.4 4区医学 Q2 EMERGENCY MEDICINE Emergency Medicine Australasia Pub Date : 2025-04-02 DOI:10.1111/1742-6723.70034

Muhuntha Sri-Ganeshan MBBS, BSc, DTMH, FACEM, Amanda Harris BBioMedSc, Christopher Thuring MD, Gerard O'Reilly MBBS, MPH, MBiostat, Astat, FACEM, PhD, Biswadev Mitra MBBS, MHSM, FACEM, PhD, Andrew Underhill MBBS, FACEM, Claire Charteris MBBS, FACEM, Diana Egerton-Warburton MBBS, FACEM, PhD, Peter A Cameron MBBS, MD, FACEM, the Southeast Region Virtual Emergency Department (SERVED) Research Group

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Abstract

Objectives

Evaluate patient satisfaction with paramedic and residential aged care facility (RACF) staff-initiated tele-emergency care through the Southeast Melbourne Virtual ED.

Methods

Patient satisfaction surveys were conducted across two of the constituent virtual EDs (VEDs).

Results

Of 452 responses, 427 (94.5%) had no negative comments, with 341 (75.4%) rating the service 8 out of 10 or higher, and 83.4% would recommend the service to family or friends.

Conclusions

Emergency telehealth services were favoured by patients, with ratings comparable to satisfaction scores in physical EDs. Upskilling of emergency clinicians for telehealth consultations and educational programmes could provide further improvements to patient experiences.

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评估墨尔本东南地区使用虚拟急诊科服务的患者满意度

目的通过东南墨尔本虚拟急诊室评估患者对护理人员和住宅老年护理机构（RACF）员工发起的远程急诊护理的满意度。方法在两个组成虚拟急诊室（ved）中进行患者满意度调查。结果在452个回复中，427个（94.5%）没有负面评论，341个（75.4%）评价该服务为8分或10分以上，83.4%的人会向家人或朋友推荐该服务。结论急诊远程医疗服务受到患者的青睐，其评分与实体急诊科的满意度相当。提高急诊临床医生远程保健咨询和教育方案的技能可进一步改善患者体验。

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来源期刊

Emergency Medicine Australasia 医学-急救医学

CiteScore

3.70

自引率

13.00%

发文量

217

审稿时长

6-12 weeks

期刊介绍： Emergency Medicine Australasia is the official journal of the Australasian College for Emergency Medicine (ACEM) and the Australasian Society for Emergency Medicine (ASEM), and publishes original articles dealing with all aspects of clinical practice, research, education and experiences in emergency medicine. Original articles are published under the following sections: Original Research, Paediatric Emergency Medicine, Disaster Medicine, Education and Training, Ethics, International Emergency Medicine, Management and Quality, Medicolegal Matters, Prehospital Care, Public Health, Rural and Remote Care, Technology, Toxicology and Trauma. Accepted papers become the copyright of the journal.