The Use of Patient Education Video in Improving Patient Satisfaction in the Accident and Emergency Department

Chan, Lin Wai; Choi, Sy; Chan, HH; Wong, Teresa Yuk‐Hwa; Lau, CK

doi:10.1177/102490790901600102

Cited by 2 publications

(1 citation statement)

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“…Other studies conducted in an EM setting have demonstrated that short, educational videos can improve patient understanding of ED processes and patient satisfaction. [24][25][26] Such videos for LEP patients may help patients and persons accompanying them advocate for the use of interpreters and improve the decreased satisfaction that has been reported by LEP patients in other studies.…”

Section: Recommendationsmentioning

confidence: 99%

Observational study to understand interpreter service use in emergency medicine: why the key may lie outside of the initial provider assessment

Benda¹,

Fairbanks²,

Higginbotham

et al. 2019

Emerg Med J

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ObjectiveTo characterise the use of interpreter services and other strategies used to communicate with limited English proficient (LEP) patients throughout their emergency department visit.MethodsWe performed a process tracing study observing LEP patients throughout their stay in the emergency department. A single observer completed 47 hours of observation of 103 communication episodes between staff and nine patients with LEP documenting the strategy used to communicate (eg, professional interpreter, family member, own language skills) and duration of conversations for each communicative encounter with hospital staff members. Data collection occurred in a single emergency department in the eastern USA between July 2017 and February 2018.ResultsThe most common strategy (per communicative encounter) was for the emergency department staff to communicate with the patient in English (observed in 29.1% of encounters). Total time spent in communicating was highest using telephone-based interpreters (32.9% of total time spent communicating) and in-person interpreters (29.2% of total time spent communicating). Communicative mechanism also varied by care task/phase of care with the most use of interpreter services or Spanish proficient staff (as primary communicator) occurring during triage (100%) and the initial provider assessment (100%) and the lowest interpreter service use during ongoing evaluation and treatment tasks (24.3%).ConclusionsEmergency department staff use various mechanisms to communicate with LEP patients throughout their length of stay. Utilisation of interpreter services was poorest during evaluation and treatment tasks, indicating that this area should be a focus for improving communication with LEP patients.

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Section: Recommendationsmentioning

confidence: 99%