Improving Patients' Experiences Communicating With Nurses and Providers in the Emergency Department

Hermann, Robin; Long, Elizabeth C.; Trotta, Rebecca L.

doi:10.1016/j.jen.2018.12.001

Cited by 40 publications

(74 citation statements)

References 13 publications

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“…In the ED, it may be difficult to maintain a high standard in humanity of care because of high patient turnover; in addition, there are many conditions that may jeopardize the quality of the interaction with patients, such as noise, lack of privacy, frequent interruption, limited time unpredictability, intense work pace, and overcrowding [22,30]. This study underscores the importance of maintaining a humanistic approach in each patient interaction, despite the complexity of the emergency setting.…”

Section: Discussionmentioning

confidence: 75%

“…This study underscores the importance of maintaining a humanistic approach in each patient interaction, despite the complexity of the emergency setting. Humanism refers to fostering an interaction in which the patients feel like a person and less like a number or a case [22,23], while also displaying interest and concern for patient well-being. The adoption of a humanistic approach in providing a service by the ED staff may help alleviate patient anxiety and negative emotions related to critical health conditions, thus contrasting the negative effect of waiting on overall patient satisfaction.…”

Section: Discussionmentioning

confidence: 99%

“…Humanity of care refers to a patient-centred approach in which patients feel to be treated by staff with empathy and with consideration towards their needs [22,23]. The concept of humanity of care, implying humanization and personalization of care, also include the quality of the information provided by staffs as well as the involvement of patient in decision making processes about care.…”

Section: Humanity Of Carementioning

confidence: 99%

“…As demonstrated by a number of studies [13,14,22], humanity of care represents a key predictor of patient satisfaction. On the other hand, no previous studies were designed to investigate the combined effected between waiting time and humanity of care on patient satisfaction.…”

Section: Humanity Of Carementioning

confidence: 99%

“…However, the idea that the negative relationship between waiting time and patient satisfaction might by moderated by humanity of care has been indirectly suggested by various evidence. A recent qualitative study, conducted on ED patients [22], concluded that the adoption of a human approach in caring is central to foster ED patient satisfaction, existing as a factor that affects patient satisfaction not only directly, but also indirectly by influencing the effect that other aspects of the patient experience, including waiting time, have on it. In the same direction, a study [13], based on 11,352 ambulatory patients of a private medical centre system in the US, suggested that satisfaction with waiting time was affected by the quality of the interactions of patient-care providers rather than the actual waiting time.…”

Section: Humanity Of Carementioning

confidence: 99%

See 4 more Smart Citations

The Buffering Effect of Humanity of Care in the Relationship between Patient Satisfaction and Waiting Time: A Cross-sectional Study in an Emergency Department

Viotti

Cortese

Garlasco

et al. 2020

IJERPH

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This study aims to examine whether humanity of care and environmental comfort played a role in moderating the relationship between waiting time and patient satisfaction in an emergency department (ED). The study used a cross-sectional and non-randomized design. A total of 260 ED patients in two hospitals in Italy completed a self-report questionnaire. Moderated regression showed that after adjusting for control variables, waiting time was significantly and inversely associated with patient satisfaction. Humanity of care and environmental comfort showed a positive and significant association with patient satisfaction. Finally, the interaction term between waiting time and humanity of care was found to be significant, whereas the interaction effect between waiting time and environmental comfort was not significant. The conditional effect showed that when humanity of care was low, waiting time was negatively and significantly related to patient satisfaction. By contrast, when humanity of care was medium and high, the relationship between waiting time and patient satisfaction was not significant. These findings shed light on the key role of humanity of care in moderating the relationship between waiting time and patient satisfaction. The complex interrelations emerged should be carefully considered when interventions to foster patient satisfaction in an ED context are planned.

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Section: Discussionmentioning

confidence: 75%

Section: Discussionmentioning

confidence: 99%

Section: Humanity Of Carementioning

confidence: 99%

Section: Humanity Of Carementioning

confidence: 99%

Section: Humanity Of Carementioning

confidence: 99%

See 3 more Smart Citations

The Buffering Effect of Humanity of Care in the Relationship between Patient Satisfaction and Waiting Time: A Cross-sectional Study in an Emergency Department

Viotti

Cortese

Garlasco

et al. 2020

IJERPH

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Communication Styles Inventory—Brief: Adaptation and validation for Spanish nursing

Fuentes

Linares

Jurado

et al. 2021

Health Planning & Management

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Healthcare attention is sometimes considered purely technical, but communication has proven to be closely related to clinical results and patient satisfaction. Therefore, evaluation of communication in the scope of healthcare is a priority. The purpose of this study was to validate and adapt the Spanish version of the Communication Styles Inventory in a sample of nursing professionals. The sample was made up of 2313 nursing professionals selected at random from various medical centres in Spain, and is therefore a sample actively employed at the time data were acquired. We started out from the Communication Style Inventory, a questionnaire for evaluating the predominance of certain individual communication behaviours on six scales (expressiveness, preciseness, verbal aggressiveness, questioningness, emotionality and impression manipulativeness). Confirmatory Factor Analysis of the model proposed showed god fit indices. The reliability of the model shown by the Cronbach's alpha of α = 0.81 was adequate, and so was single-level and aggregate consistency. Finally, in the analysis of variance by type of contract, configural, metric and scalar invariance was acceptable, but not strict invariance. This instrument progresses in measuring nontechnical attributes, such as communication styles, in nursing personnel.

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An integrative review of the use of the concept of reassurance in clinical practice

et al. 2022

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The emotional challenges experienced by various patient groups in the clinical setting are well-documented (Rückholdt et al., 2017).These challenges often range from uncertainty about the course of disease progression, the potential success or failure of treatment modalities, and more generally, the fear of the unknown (Carleton, 2016). Hospitalization often places patients in new and unfamiliar environment, and this serves as a source of anxiety and psychological unrest for patients and their family. Moreover, evidence suggests that patients with chronic pain (Kohrt et al., 2018), long-term conditions (Holmes & Deb, 2003 and those nearing the end-of-life experience hopelessness and loss of confidence in themselves and their healthcare providers (Virdun et al., 2017).The prevalence of such emotional issues among the various patient groups requires healthcare providers to make psychological

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Improving Patients' Experiences Communicating With Nurses and Providers in the Emergency Department

Cited by 40 publications

References 13 publications

The Buffering Effect of Humanity of Care in the Relationship between Patient Satisfaction and Waiting Time: A Cross-sectional Study in an Emergency Department

The Buffering Effect of Humanity of Care in the Relationship between Patient Satisfaction and Waiting Time: A Cross-sectional Study in an Emergency Department

Communication Styles Inventory—Brief: Adaptation and validation for Spanish nursing

An integrative review of the use of the concept of reassurance in clinical practice

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