[Embracement in an emergency service: users' perception].

Area of Science:

• Nursing
• Emergency Medicine
• Patient Experience

Context:

• Emergency departments often face high patient volumes.
• The initial patient reception ('embracement') is a critical first point of contact.
• Understanding user perceptions of nursing actions in this phase is vital for service improvement.

Purpose:

• To explore emergency service users' perspectives on nursing actions during patient reception.
• To identify user-reported challenges and needs in the initial emergency care process.
• To assess the perceived role of nursing staff in guiding patients upon arrival.

Summary:

• Interviews with 382 emergency service users revealed that while most (34.5%) were assisted by nursing staff, only 49.2% reported receiving guidance from the reception team.
• Key user difficulties included a lack of information regarding care and a perceived lack of respect during assistance.
• The study suggests that nursing involvement in patient reception should be expanded beyond a mere service entry point.

Impact:

• Highlights the need for enhanced nursing roles in emergency department patient reception.
• Emphasizes improving communication and guidance for better patient experience and satisfaction.
• Informs strategies for optimizing initial patient interactions in emergency settings.