Patienters upplevelser av bemötande från vårdpersonal inom akutsjukvård

Sammanfattning: Background: Patients who seek emergency care due to trauma or illness hand themselves over to the healthcare personnel and find themselves in an exposed and vulnerable position. Due to the stressful environment, high flow of  patients and large number of healthcare personnel the patients might experience a feeling of being abandoned and betrayed in the encounter. In order to give patient-centered care and improve patient satisfaction it’s important to understand the patients’ conceptions of the encounter with emergency care personnel.  Aim: To describe patients’ conception of the encounter with emergency care personnel. Method: A general literature study with descriptive design based on ten qualitative articles published between 2006-2021, collected from the databases PubMed and CINAHL.  Result: Four categories were identified: information, communication, empathy and confirmation, and person-centered care which all effected the conception of the encounter. Both positive and negative aspects were described. Information that was easy to understand, patient-specific and fully described were appreciated. Furthermore, kind and effective verbal and non-verbal communication, confirmation, individualized care and the presence of calm personnel were described to have a positive impact on the encounter. When patients were dissatisfied with the encounter it was based on vague and misleading answers, lack of interest, and negative attitudes from the personnel.  Conclusion: The encounter between the patient and healthcare personnel can affect the outcome of care as well as patient trust. A positive or negative conception of the encounter is characterized by the personnel showing respect, kindness and patient-centered care which doesn't require financial fundings. In the future more studies are required to get a greater understanding, draw conclusions and meet patients' needs.