Optimizing Patient/Caregiver Satisfaction Through Quality of Communication in the Pediatric Emergency Department

Abstract

Achieving optimal patient/caregiver satisfaction scores in the pediatric ED is highly dependent on the quality of the interpersonal interaction and communication of ED activities. Wait time and other throughput variables are less important than perceived quality of the health interaction and interpersonal communication. Patient satisfaction has advantages greater than market share and should be considered a component of the care-delivery paradigm.

Factors related to dissatisfaction and anger in parents of children treated at paediatric emergency services

“…29 Aspects like the access to receive attention or communication with the personnel seems to be among the most important, like in primary care and paediatric hospital services. With regard to the work of the clinical staff and applied aspects, it may be appropriate to promote efforts aimed at improving communication, with initiatives such as the continuity of the same informer throughout the entire healthcare process, parents' access to comprehensible health information, participation of the family in the assistential process and decision-making, or rapid and efficient attention to the patient's symptomatology and distress.…”

Factors influencing satisfaction with emergency department medical service: Patients’ and their companions’ perspectives

“…Active communication with healthcare providers regarding the medical service process might help visitors to perceive their waiting time as shorter. For example, communication and relationships with healthcare providers were the most significant predictors of satisfaction with services in the ED across settings (Crow et al, 2002) and patients who had successful communication with the doctors about the reasons for admission and who were given test results regarding their admission were more satisfied with healthcare service in the ED (Downey & Zun, 2010;Johnson, Castillo, Harley, & Guss, 2012;Locke, Stefano, Koster, Taylor, & Greenspan, 2011). The attitudes of healthcare providers toward the patient also might play a role in influencing satisfaction.…”

Early Postoperative Emergency Department Care of Abdominal Transplant Recipients

“…Further efforts to increase the collaborative relationship between emergency medicine and transplant clinicians may prove beneficial for developing care models that optimize the utilization of resources, increase patient-centeredness and achieve the best outcomes, even if the ultimate solution is a novel model of care. (8, 17)…”