Purpose Assessing performance and quality in healthcare organisations is moving from focussing solely on clinical care measurement to considering the patient experience as critical. Much patient experience research is quantitative and survey based. The purpose of this paper is to report a qualitative study gathering in-depth data in an emergency department (ED). Design/methodology/approach The authors used empirical data from seven focus groups to understand patient experience as participants progressed through a major teaching hospital in an Ireland ED. A convenience sampling technique was used, and 42 participants were invited to share their perceptions and outline key factors affecting their journey. A role-playing exercise was used to develop improvement themes. Data were analysed using thematic analysis and data analysis software (NVivo 10). Findings Capturing ED patient experience increases our understanding and process impact on the patient journey. Factors identified include information, access, assurance, responsiveness and empathy, reliability and tangibles such as surroundings, food and seating. Research limitations/implications Owing to the ED patient’s emergency nature, participants were recruited if triaged at levels 3–5 (Manchester Triage System). The study explored patients’ immediate rather than post hoc experiences where recollections may change over time. Originality/value To the authors’ knowledge, no study has examined in-depth, ED patient experience in Ireland using qualitative interviewing, obtaining critical process insights as it occurs. The potential to inform patient process improvements in Irish EDs is significant.

BackgroundShortening the patient experience time (PET) in the emergency department (ED) improves patient quality and satisfaction and reduces mortality and morbidity. Worldwide, the PET target in the ED is ≤ 6 hours; however, the PET awaiting admission to inpatient Medicine at Hamad General Hospital (HGH) in the Qatar State, through ED is currently 15.3±6.4 (mean ± SD) hours.

No abstract

Project Emery is a project and a strategy aimed to humanize the patient experience at Hamad General Hospital (HGH), which emphasized the need to translate compassionate and safe care into a tangible experience specifically for patients in isolation rooms. The evolving concept of "humanizing patient care" create a value improvement initiative for patients, treating them as individuals rather than just patients. Nearly all patients (80%) experienced anxiety as a result of isolation during the pandemic, and two-thirds (60%) reported a significant high level of anxiety, stress, and worry. To address the mental health challenges, art therapy inspired by patient Emery is offered as a tool to support patients during periods of isolation. The project is aimed to improve the patient engagement through increasing access to the arts as a means of expressing their thoughts and feelings about treatment and being hospitalized. The IHI Model of Improvement was utilized on this quality improvement initiative. A qualitative method was conducted using individual, semi-structured interviews. All interviews were transcribed verbatim for thematic analysis. Results have showed that 99% of 166 patients who voluntarily participate the arts activity had high engagement scores and would highly recommend the activity to the others. There are four common themes taken from patient interviews, 1) strengthens patient’s positive feelings, 2.) vent out feelings and concerns through storytelling, and narratives, 3.) optimizes nurse-patient communication; and 4.) activity for patient engagement.