PATIENTERS UPPLEVELSE AV BEMÖTANDE PÅ AKUTMOTTAGNINGEN : En litteraturöversikt

The climate at the emergency room is stressful and the staff is under high pressure. Communication between staff and patients is suffering from this and the number of complaints about communication has increased in Sweden. Patients want to be seen as human beings, taken seriously and given attention. There are several factors that can affect the encounter. The purpose of this literature review is to describe the patient's experience of the encounter with the care staff at a visit to the emergency room. Literature review based on 14 qualitative articles with descriptive design that’s been published between 1999-2019. The databases PubMed and CINAHL were used in the data collection. Joyce Travelbee's nursing theory formed the theoretical framework of the literature review. Three categories were identified: The first encounter, information and communication, and vulnerable patient groups. The majority of patients feel that a good response includes active listening, good eye contact, respect for privacy and integrity as well as a common respect between patient and staff. A distinct difference between patients´ experience before and after the triage as identified and several felt lonely and forgotten while waiting for help. Several factors that would improve patients' experience of the encounter at the emergency room were identified. However, there are difficulties in implementing these because the staffs´ situation is stressed and many show signs of burnout, leading to impaired treatment of patients. More research on the subject is needed to be able to draw stronger conclusions