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Minerva Psichiatrica 2020 September;61(3):77-83

DOI: 10.23736/S0391-1772.20.02080-4


language: English

Occupational mental health and customer satisfaction: correlates of an innovative healthcare worker-led integrated prehospital and ambulance driver system in a Malaysian University Hospital

Zhen-Zhen LO 1, 2, 3, Abu-Yazid MD NOH 1, 2 , Mohd S. CHE HAMZAH 1, 2, Nicholas T. PANG 4

1 Department of Emergency Medicine, School of Medical Sciences, Universiti Sains Malaysia, Health Campus, Kubang Kerian, Malaysia; 2 Hospital Universiti Sains Malaysia, Health Campus, Kubang Kerian, Malaysia; 3 Department of Medicine, Faculty of Medicine and Health Sciences, Universiti Malaysia Sabah, Kota Kinabalu, Malaysia; 4 Department of Community and Family Medicine, Faculty of Medicine and Health Sciences, Universiti Malaysia Sabah, Kota Kinabalu, Malaysia

BACKGROUND: On 15 March 2017, Hospital Universiti Sains Malaysia (Hospital USM) implemented a new system of integration of paramedic with ambulance driver (IPAD). This study evaluated the customer satisfaction and psychological sequelae based on mean ambulance response time (ART), level of depression, anxiety and stress in paramedics, and assessed for predictors of both parameters.
METHODS: This prospective cross-sectional study was conducted in the Emergency Department (ED) of Hospital USM in 2018. The ART of 263 ambulance calls were collected from the ambulance service form. The psychological status of a total of 18 paramedics who served as ambulance driver was assessed using DASS 21 form. Customer perception questionnaire was used to evaluate the customer who used the hospital ambulance.
RESULTS: The mean ART was 11.86 minutes (SD=3.88) which was markedly improved from the 15.22 minutes previously recorded. Among the 18 paramedics, one (5.6%) had mild depression, three (16.7%) had moderate anxiety, but none had significant levels of stress. There was no statistically significant association between depression, anxiety and stress levels with paramedic socio-demographic. Total of 108 customer perception was obtained, based on verbal satisfaction, 97 (89.8%) and 11 (10.2%) customers were very satisfied and moderately satisfied with the ambulance service. The customers socio-demographic background does not significantly affect customer perception of the ambulance service.
CONCLUSIONS: The integrated paramedic ambulance driver system showed positive psychological sequelae. ART was improved, paramedic psychological status remained healthy, and customer satisfaction was reasonable. This study is crucial in informing the national direction and guidelines for IPAD.

KEY WORDS: Anxiety; Depression; Emergency medical services; Patient satisfaction; Stress disorders, traumatic, acute

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