The meaning of being triaged to non-emergency ambulance care as experienced by patients

Person‐centred climate and psychometrical exploration of person‐centredness and among patients not conveyed by the Ambulance Care Service

“…An important aim of this study was to explore the construct of person-centredness in order to grasp what this phenomenon is in the nonemergency ambulance care context. In a previous study, we investigated whether it really exists in this context and hypothesised that it involves being taken seriously (11). We also argued in line with Heberlein that being taken seriously is a legitimate right (31).…”

“…What we do know is that being a person with a nonemergency condition is associated with feelings of being dependent on care, exposed and vulnerable (8)(9)(10). Being taken seriously seems to be especially important in this context, as shown in previous qualitative studies performed by phenomenological hermeneutics (11,12). The presumed importance of being taken seriously is an important starting point for this study.…”

Global patient experience of paramedic practice

“…Irrespective of the global differences in the paramedic role, however, many governments set benchmarks for ambulance responses, which represent community expectations (Swain et al, 2012). These performance-indicating data generally lack a specific focus on the patients' own experience of treatment, and few academic studies have attempted to describe the ambulance experience from the point of view of the patient in their own words (Rantala et al, 2016). The resultant paucity of literature regarding experience leaves a potential gap in our understanding of what it means to be a patient during a paramedic intervention.…”

“…This is evidenced by research in a related medical field (an ambulatory medical clinic), conducted in the 1980s and supported by more contemporary work (Johnson et al, 1988;Ogden et al, 2002). This Patients expressed a desire to be treated at home Swain et al (2012) Care is a movement from uncertainty to conviction Isaksson et al (2011) Patients seek to be listened to /involved in care Rantala et al (2016) Longer care pathways result in reduced satisfaction Knowles et al (2012) When four or more care services were involved, satisfaction reduced Knowles et al (2012) Clarity and certainty sought by most A sizable minority of patients were not satisfied when unclear about assessment Halter et al (2007) Care is a negotiation with concepts and expectations Isaksson et al (2011) 1/3 of decisions to discharge care at home were a negotiated or shared decision Shaw et al (2006) Satisfaction is increased when care is discussed Rantala et al (2016) research suggested that if medical professionals gave the impression of uncertainty in their assessment, patients tended to be less satisfied. Two studies related to paramedic practice identified by this review highlighted a link between how satisfied a patient felt and their progression through clinical pathways.…”

“…That uncontrolled environment could easily result in reduced satisfaction and yet, as evidenced by Halter et al (2007), Swain et al (2012) and Keitzmann et al (2016), there are high levels of satisfaction in paramedic care (Table 4). One explanation for this could be that effective communication and trust-building strategies by paramedics influence patient satisfaction with their overall experience, particularly when the patient feels they are being listened to and believed (Rantala et al, 2016).…”