Emergency department patient experience and waiting time

Huang, Yuan-Han; Sabljak, L.; Puhala, Zachary A

doi:10.1016/j.ajem.2017.07.093

Cited by 4 publications

(5 citation statements)

References 5 publications

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“…Targeted communication could also be a strategy to improve negative experiences in the “COVID disease-specific” theme. A recent study, outside of the context of COVID, suggests that confusion about care procedures is an important factor in the patient experience (9). The negative experiences stemming from lack of testing or testing discomfort align with the oft cited “disconfirmation paradigm,” which suggests that perceptions of a service encounter are characterized by either confirmation or disconfirmation of expectancies (21).…”

Section: Discussionmentioning

confidence: 99%

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Emergency Department Patient Experiences During the COVID-19 Pandemic

Karalius

Kaskar

Levine

et al. 2021

Journal of Patient Experience

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Emergency department (ED) utilization changed notably during the coronavirus disease 2019 (COVID-19) pandemic in the United States. The purpose of the study was to gain a more thorough understanding of ED patient experience during the early stages of the COVID-19 pandemic. This study used the consensual qualitative approach to analyze open-ended responses from post-ED patient experience surveys from February through July 2020. Comments were included in the analysis if they pertained to care during the pandemic (eg, mentioned “the virus,” “masks,” “PPE”). A total of 242 COVID-specific comments from 192 unique patients were analyzed (median age 49 years; 69% female). Six themes were identified: visually observed changes, experiences of process changes, expressions of understanding or appreciation, sense of security, COVID-19 disease-specific comments, and “classic” satisfaction comments that align with previous literature on patient experience. The COVID-19 pandemic has challenged health care systems across the world in unique and unprecedented ways. This study identified six themes that better elucidate ED patient experience during an unprecedented public health crisis.

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Section: Discussionmentioning

confidence: 99%

“…However, ED patients' experiences and satisfaction with care generally perform lower compared to other health care settings. This lower satisfaction is likely due to a myriad of factors unique to the ED, including overcrowding, wait times, ineffective communication, and lack of patient privacy (1,2,(8)(9)(10)(11).…”

Section: Introductionmentioning

confidence: 99%

Emergency Department Patient Experiences During the COVID-19 Pandemic

Karalius

Kaskar

Levine

et al. 2021

Journal of Patient Experience

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“…Similarly, a study suggested that confusion about care procedures is an essential factor in the patient experience. 20 The relationship between overall satisfaction with communication and each factor was not addressed in the present study, so there might be a need to identify any relationship between these factors. This may enable us to assess the appropriate level of information needed for effective communication with patients in the ED.…”

Section: Discussionmentioning

confidence: 90%

Patient Anxiety and Communication Experience in the Emergency Department: A Mobile, Web-Based, Mixed-Methods Study on Patient Isolation During the COVID-19 Pandemic

Kim,

Chang,

Kim

et al. 2023

J Korean Med Sci

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Background Anxiety and communication difficulties in the emergency department (ED) may increase for various reasons, including isolation due to coronavirus disease 2019 (COVID-19). However, little research on anxiety and communication in EDs exists. This study explored the isolation-related anxiety and communication experiences of ED patients during the COVID-19 pandemic. Methods A prospective mixed-methods study was conducted from May to August 2021 at the Samsung Medical Center ED, Seoul. There were two patient groups: isolation and control. Patients measured their anxiety using the State-Trait Anxiety Inventory (STAI X1) at two time points, and we surveyed patients at two time points about factors contributing to their anxiety and communication experiences. These were measured through a mobile web-based survey. Researchers interviewed patients after their discharge. Results ED patients were not anxious regardless of isolation, and there was no statistical significance between each group at the two time points. STAI X1 was 48.4 (standard deviation [SD], 8.0) and 47.3 (SD, 10.9) for early follow-up and 46.3 (SD, 13.0) and 46.2 (SD, 13.6) for late follow-up for the isolation and control groups, respectively. The clinical process was the greatest factor contributing to anxiety as opposed to the physical environment or communication. Communication was satisfactory in 71.4% of the isolation group and 66.7% of the control group. The most important aspects of communication were information about the clinical process and patient status. Conclusion ED patients were not anxious and were generally satisfied with medical providers’ communication regardless of their isolation status. However, patients need clinical process information for anxiety reduction and better communication.

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“…Three major data collection tools were developed by the research team based on the study objectives, context and relevant literature. [3,4,7,[26][27][28][29] In quantitative phase, the first tool was the Patient Flow Time Log which was used to track the time patients spent waiting for the service and the time spent receiving a service at each section of care from the arrival to exit. The second tool was the Patient Exit Survey which was used to capture the sociodemographics and information on aspects of waiting time.…”

Section: Data Collection Instrumentsmentioning

confidence: 99%

“…It is the estimated period during which a patient is enrolled on a list of those who will receive services, each time spending time on a different service before reaching a healthcare provider or being treated. [3] It is a tangible aspect of practice that patients will use to judge health personnel, even more than their knowledge and skill. Moreover, the degree to which health consumers are satisfied with the care received is strongly related to the quality of the waiting experience.…”

Section: Introductionmentioning

confidence: 99%

Assessment of Patient Waiting Time in Primary Health Care Settings in Rwanda: A Mixed-Method Study

Kyarisiima,

Nzayirambaho,

Nkurunziza

et al. 2024

Rwanda J Med Health Sci

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BackgroundPatient waiting time as an important indicator of quality of services has been along-standing concern in health care.ObjectiveThe aim of this study was to assess patient waiting time in primary health caresettings in Rwanda.MethodsThis was a mixed-method study design. In quantitative phase, Patient Flow TimeLog was used to track the time patients spent waiting for the service. On exit,a structured questionnaire was administered. Observations were conducted tocapture information regarding the flow and processes. In qualitative part, six focusgroup discussions with patients were conducted. Semi-structured interviews withhealthcare providers were held.ResultsAmong 410 participants, the majority were females (77.1%). The overall healthcentre level waiting time was 211 minutes (3.5 hours). To receive a service, patientswaited an average of 81.5 minutes (1.4 hours). Three conceptual themes wereidentified: a) reported sections to have long wait time; b) causes of long waitingtime; and c) needs for activities to spend time on as patients wait.ConclusionMost patients experienced prolonged waiting times during their visit to the primaryhealth care settings , and the major factors were the huge number of patients, fewhealthcare providers, and lack of medical equipment. To effectively address thesechallenges, more resources and personnel must be allocated to primary healthcaresettings to help foster a higher level of client satisfaction with minimal primaryhealthcare waiting time.Rwanda J Med Health Sci 2024;7(1):6-21

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Emergency department patient experience and waiting time

Cited by 4 publications

References 5 publications

Emergency Department Patient Experiences During the COVID-19 Pandemic

Emergency Department Patient Experiences During the COVID-19 Pandemic

Patient Anxiety and Communication Experience in the Emergency Department: A Mobile, Web-Based, Mixed-Methods Study on Patient Isolation During the COVID-19 Pandemic

Assessment of Patient Waiting Time in Primary Health Care Settings in Rwanda: A Mixed-Method Study

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