What do consumers want to know in the emergency department?

Abstract

Consumers unexpectedly accessing the complex and confusing context of the emergency department (ED) need appropriately communicated information to minimize unrealistic expectations leading to stressed and frustrated behaviour. This pilot project sought consumer opinions to develop an ED informational brochure to improve communication strategies. Thirty-two ED consumers attending a large tertiary hospital completed an anonymous one-page questionnaire comprising 22 topic areas. Descriptive data analysis indicated consumers' interest in information about waiting times, how the ED works, the triage system, identifying staff and parking. Most interest was shown by 31- to 50-year-old consumers. Pragmatically grouped results suggested the need for three information brochures to enhance health communication in the ED, in turn leading to a safer and more congenial health-care context.

An ethnography: Understanding emergency nursing practice belief systems

“…While consumers remain unfamiliar and or uncertain of ED expectations, health care staff-patient negotiations could potentially fuel tension and aggression. A better understanding of embedded beliefs and attitudes towards emergency care management by staff and the public is needed (Kington and Short, 2010).…”

Communicating in Hospital Emergency Departments

“…Across the board, patient-centred care is being placed as a benchmark for quality care within all health care contexts. Studies have solicited patient feedback on patient-centred communication styles and information needs (see, for example, Andersson et al 2014;; Kington and Short 2010;McCarthy et al 2013a) and explored emergency department clinician's awareness of the importance and benefits of patient-centred care (Cameron et al 2010;Cohen et al 2013;Muntlin et al 2013). Studies have solicited patient feedback on patient-centred communication styles and information needs (see, for example, Andersson et al 2014;; Kington and Short 2010;McCarthy et al 2013a) and explored emergency department clinician's awareness of the importance and benefits of patient-centred care (Cameron et al 2010;Cohen et al 2013;Muntlin et al 2013).…”

Expectations and experiences of older people and their carers in relation to emergency department arrival and care: A qualitative study in Australia

“…For example, older people and their carers need information about the functioning of the ED, such as details about waiting times and diagnostic interventions (Elmqvist et al, 2011;Shankar et al, 2014), and explanations of the reasons for diagnostic tests and their results (Nerney et al, 2001;Cooke et al, 2006;Gordon et al, 2010). Access is also important; in a survey of older people and their carers attending the ED, being advised of parking options was rated as highly useful (Kingston & Short, 2010).…”