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| Author | Isabelle Zahra Pulis |
| Abstract | This study attempts to identify the factors that determine the quality and efficiency of the health service provided by the PED at St, Luke's Hospital. This was done by analysing the attendance patterns, patient characteristics and magnitude of inappropriate use of the PED. The medical staff working at the PED were also studied, including support and back-up facilities. Factors that contribute to quality of the health service provided were investigated such as waiting times, attractiveness of surroundings and doctor-patient communication. Parent satisfaction with the quality of the service provided by the PED was finally assessed. The study was carried out at St. Luke's Hospital, Malta, an acute general hospital. Two samples were used: a sample of 119 children who presented at the PED and a sample of 11 doctors who worked at the PED at the time of the study. The tools chosen were two different, author-created questionnaires. From the data collected it was found that a high proportion of children, attend the PED with non-urgent cases, however parents have logical reasons for bringing their children to the PED. With regards to the quality of the service at the PED, parents were satisfied with the general service provided. Less satisfactory areas included relatively long waiting time, unsuitable waiting area and some deficiencies in parent/doctor communication. The PED was found to be solely managed by medical doctors, being of junior grades and with little working experience within the Paediatric Department. However these doctors are supported by an efficient back-up system from senior colleagues at the Paediatric Department. Lack of nursing staff and the inadequacy of the present triage system were also observed. Recommendations for action to management and suggestions for further research are made. |
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| Key words | Health Services Management, Thesis, Paediatric, Emergency Department |