A Conceptual Model for Emergency Department Patient Experience

Sonis, Jonathan D; Aaronson, Emily; Castagna, Allison; White, Benjamin

doi:10.1177/2374373518795415

Cited by 15 publications

(23 citation statements)

References 18 publications

Supporting

Mentioning

Contrasting

Order By: Relevance

“…We conducted interviews about FirstER to identify whether patients were satisfied with their experiences with it. We constructed interview questions with 4 categories: engagement, information processing and quality, functionality, and suggestions for improvement [ 19 , 23 , 27 , 28 ]. Each category related and interacted with others.…”

Section: Resultsmentioning

confidence: 99%

“…Emergency departments function in almost all hospitals in one space, so they require faster and more accurate information and access to as much information as possible [ 3 ]. By providing patients with their necessary information, patient experience can be enhanced [ 5 , 23 ]. However, there is no standard for what should be put into the emergency PHR.…”

Section: Discussionmentioning

confidence: 99%

“…We wanted to ensure that we provided easy-to-understand patient information that was genuine and updated [ 6 , 20 , 21 ] and that the patients could use the mPHR application well [ 6 , 20 - 22 ]. Research on these patients’ experiences will lead to better patient participation and satisfaction, and ultimately, may achieve the goal of improving the quality of health care [ 20 , 23 ].…”

Section: Introductionmentioning

confidence: 99%

See 2 more Smart Citations

User Experience of Mobile Personal Health Records for the Emergency Department: Mixed Methods Study

Kim

Chul

et al. 2020

JMIR Mhealth Uhealth

View full text Add to dashboard Cite

Background Personal health records (PHRs) can be useful in the emergency department, as they provide patient information in an accurate and timely manner and enable it to be used actively. This has an effect on patients’ health outcomes and patient experience. Despite the importance of PHRs in emergencies, there are only a few studies related to PHRs in emergencies that evaluate patient experience. Objective This study aims to introduce the novel mobile PHR (mPHR) platform to emergency environments and assess user experience. Methods The study was conducted from October 2019 to November 2019. In total, 1000 patients or carers in the emergency departments of 3 hospitals were provided an application-based service called FirstER, which was developed to collect and utilize medical information for patients in the emergency department. This study was performed as a mixed methods study. After using FirstER, we investigated its usability and conducted a survey on the experience of obtaining medical information with a legacy system and with FirstER. Additionally, we interviewed 24 patients to gain insight into their experiences regarding medical information using FirstER. For the quantitative analysis, the survey results were analyzed using descriptive statistics (mean and standard deviation). For the qualitative analysis, we determined the keywords and their frequencies from each survey question and interview question. Results In total, 1000 participants, consisting of both patients and carers, were recruited in this study. Their mean age was 41.4 (SD 13.3) years. We ascertained participants’ satisfaction with FirstER and their mPHR needs through a survey and an in-depth interview. With the current system, participants were not well aware of their health conditions and medical information, and they were passive in the use of their medical information and treatment. However, they wanted their medical information for several reasons, such as information sharing and managing their health conditions. FirstER provided participants with their needed information and an easy way to access it. The mean System Usability Scale (SUS) value was 67.1 (SD 13.8), which was considered very near to acceptable. Conclusions This study is the first to implement mPHRs in the emergency department of large tertiary hospitals in the Republic of Korea. FirstER was found to enhance user experience in emergencies, as it provided necessary medical information and proper user experience. Moreover, the average SUS was 67.1, which means that participants found FirstER to be very near to acceptable. This is very encouraging in that FirstER was developed within a very short time, and it was a pilot study. Trial Registration Clinicaltrials.gov NCT04180618; https://clinicaltrials.gov/ct2/show/NCT04180618

show abstract

Section: Resultsmentioning

confidence: 99%

Section: Discussionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

See 1 more Smart Citation

User Experience of Mobile Personal Health Records for the Emergency Department: Mixed Methods Study

Kim

Chul

et al. 2020

JMIR Mhealth Uhealth

View full text Add to dashboard Cite

show abstract

“…We wanted to ensure that we provided easy-to-understand patient information that was genuine and updated [6,20,21] and that the patients could use the mPHR application well [6,[20][21][22]. Research on these patients' experiences will lead to better patient participation and satisfaction, and ultimately, may achieve the goal of improving the quality of health care [20,23].…”

Section: Importance Of User Experience Of Phr For the Emergency Deparmentioning

confidence: 99%

“…Emergency departments function in almost all hospitals in one space, so they require faster and more accurate information and access to as much information as possible [3]. By providing patients with their necessary information, patient experience can be enhanced [5,23]. However, there is no standard for what should be put into the emergency PHR.…”

Section: Suitability Of Information In Firster: Improving Patient Expmentioning

confidence: 99%

User Experience of Mobile Personal Health Records for the Emergency Department: Mixed Methods Study (Preprint)

Kim¹,

Kim²,

Chul³

et al. 2020

Preprint

View full text Add to dashboard Cite

BACKGROUND Personal health records (PHR) can be useful in the emergency environment. Accurate patient information has a significant effect on patient survival and prevalence, and it is important for the early emergency treatment and rapid professional care. However, patient information is fragmented and difficult to access and use in the current medical system in which each medical institution manages patient information separately. It also affects patient experience. Therefore, gathering patient’s information and having it being used actively is important and PHR is an effective means for this. Despite the importance of PHR in emergencies, there are few studies related to PHR in emergencies that evaluate patient experience. OBJECTIVE The aim of this study was to introduce the novel mobile PHR (mPHR) platform to emergency environments and to assess user experience. METHODS The study was conducted from October to November 2019. In total, 1,000 patients or carers in the emergency department of 3 hospitals were provided an application-based service called “FirstER”, which was developed to collect and utilize medical information for emergency patients. The inclusion criteria for participants were age over 19 years and a sufficient level of consciousness to use the application. This study was performed as a mixed-method study that included a survey and an in-depth interview. After using FirstER, we checked usability and conducted a survey on the experience of obtaining medical information with a legacy system and FirstER. Additionally, we interviewed 24 of them to gain insights about their experience regarding medical information using FirstER. For quantitative analysis, the results of the survey were analyzed by descriptive statistics (mean, standard deviation) and inferential statistics (linear regression). For qualitative analysis, we determined the keywords and their frequency from each question of the survey and interview. RESULTS In total, 1,000 patients/carers were recruited in this study. Their mean age was 41.4 (SD 13.3). We ascertained participants’ satisfaction with FirstER and their needs on mPHR through a survey and an in-depth interview. Mean SUS was 67.1 (SD 13.8), which was considered as very near to acceptable. CONCLUSIONS This study was the first one to implement mPHR in the emergency department of large tertiary hospitals in the republic of Korea. FirstER was found to enhance user experience in emergencies in that it provided necessary medical information and proper user experience. Moreover, the average SUS was 67.1, meaning the participants found FirstER to be very near to acceptable. This is very encouraging in that FirstER was developed within a very short time and it was a pilot study. CLINICALTRIAL Study to Evaluate Satisfaction Using Personal Health Wallet Service Clinicaltrials.gov NCT04180618 https://register.clinicaltrials.gov/prs/app/action/SelectProtocol?sid=S0009EXW&selectaction=Edit&uid=U0004LRQ&ts=90&cx=p42jz5

show abstract

Strategic Improvement Model on Document Management Process for a Non-digital Hospital

Jaafar,

Ismail,

Hadi Mohamad

et al. 2024

CSR, Sustainability, Ethics &Amp; Governance

View full text Add to dashboard Cite

A Conceptual Model for Emergency Department Patient Experience

Cited by 15 publications

References 18 publications

User Experience of Mobile Personal Health Records for the Emergency Department: Mixed Methods Study

User Experience of Mobile Personal Health Records for the Emergency Department: Mixed Methods Study

User Experience of Mobile Personal Health Records for the Emergency Department: Mixed Methods Study (Preprint)

Strategic Improvement Model on Document Management Process for a Non-digital Hospital

Contact Info

Product

Resources

About