Emergency Department Patient Experience

Sonis, Jonathan D; Aaronson, Emily; Lee, Rebecca Y; Philpotts, Lisa; White, Benjamin

doi:10.1177/2374373517731359

Cited by 124 publications

(98 citation statements)

References 16 publications

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“…Our results mirrored prior patient experience research—that involvement in decision making, as a component of communication, is clearly correlated with overall ratings of the patient experience of care . When we compared those who responded “yes” to “Were you as involved as you wanted to be?” to those who responded with a “no” (i.e., omitting those who did not see opportunities for involvement), we found very large differences across all measures: CollaboRATE top‐box scores decreased from 52% to 6% and “definitely yes” on the “would recommend” question decreased from 82% to 33%.…”

Section: Discussionsupporting

confidence: 77%

Does Shared Decision Making Actually Occur in the Emergency Department? Looking at It from the Patients’ Perspective

Schoenfeld

Probst

Quigley

et al. 2019

Academic Emergency Medicine

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Objective: We sought to assess the frequency, content, and quality of shared decision making (SDM) in the emergency department (ED), from patients' perspectives.Methods: Utilizing a cross-sectional, multisite approach, we administered an instrument, consisting of two validated SDM assessment tools-the CollaboRATE and the SDM-Q-9-and one newly developed tool to a sample of ED patients. Our primary outcome was the occurrence of SDM in the clinical encounter, as defined by participants giving "top-box" scores on the CollaboRATE measure, and the ability of patients to identify the topic of their SDM conversation. Secondary outcomes included the content of the SDM conversations, as judged by patients, and whether patients were able to complete each of the two validated scales included in the instrument.Results: After exclusions, 285 participants from two sites completed the composite instrument. Just under half identified as female (47%) or as white (47%). Roughly half gave top-box scores (i.e., indicating optimal SDM) on the CollaboRATE scale (49%). Less than half of the participants were able to indicate a decision they were involved in (44%), although those who did gave high scores for such conversations (73/100 via the SDM-Q-9 tool). The most frequently identified decisions discussed were admission versus discharge (19%), medication options (17%), and options for follow-up care (15%).

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Section: Discussionsupporting

confidence: 77%

Does Shared Decision Making Actually Occur in the Emergency Department? Looking at It from the Patients’ Perspective

Schoenfeld

Probst

Quigley

et al. 2019

Academic Emergency Medicine

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show abstract

“…The delivery of care based on value and outcomes is under constant pursuit. More recently, there has been a shift toward patient satisfaction as a metric to which hospital reimbursements will be tied ( 14 ). Prior research suggests patients who feel informed regarding their ED visit have increased satisfaction, despite prolonged wait times ( 10 , 11 , 15 - 17 ).…”

Section: Discussionmentioning

confidence: 99%

Improving Emergency Department Patient Experience Through Implementation of an Informational Pamphlet

Sangal

Orloski

Shofer

et al. 2019

Journal of Patient Experience

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Objective: Patient satisfaction is emerging as a new health-care metric. We hypothesized that an emergency department (ED) informational pamphlet would significantly improve patient understanding of ED operations and ultimately improve patient satisfaction. Methods: We performed a prospective study of patients presenting to a single tertiary care center ED from April to July 2017. All patients were given a pamphlet on alternating weeks with regular care on opposite weeks and were surveyed upon ED discharge. The primary outcome was patient satisfaction with ED care. Secondary outcomes included patient understanding of various wait times (test results, consultants), discharge process, who was on the care team and what to expect during the ED visit. Results: Four hundred ninety-four patients were included in this study and 266 (54%) were in the control group. Of 228 (46%) patients who were given the pamphlet, 116 (51%) were unaware they received it. Of the remaining 112 (49%) patients who remembered receiving the pamphlet, 43 (38%) stated they read it. Among those reading the pamphlet, only two statements were significant: knowing what to expect during the ED visit (88% vs 71%; P = 0.012) and waiting time for test results (95% vs 75%; P = 0.003) when compared to those who did not receive or read the pamphlet. Conclusion: An ED informational pamphlet, when utilized by patients, does improve patient understanding of some aspects of the ED visit but does not appear to be the best tool to convey all information. Ultimately, sustained improvement in patient satisfaction is a complex and dynamic issue necessitating a multifactorial approach and other methods should be explored.

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“…Nowadays, the theme of patient experience has been the focus of studies and leaders in health, because of its strong relation to general experience of patient and better results for patient and institution. Among the factors that most impact on patient experience are: period with the doctor, health professional interpersonal abilities, provision of information and clear explanation, cultural aspects of care and pain management (17) .…”

Section: Discussionmentioning

confidence: 99%

Patient’s satisfaction with nursing care on the post-surgery of radical prostatectomy

et al. 2018

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Objetivo: avaliar a satisfação do paciente e suas experiências vivenciadas com o cuidado de enfermagem no pós-operatório de prostatectomia radical aberta. Métodos: estudo transversal, realizado com 60 pacientes. Foram utilizados ficha de caracterização pessoal e clínica dos sujeitos e a versão brasileira do instrumento Newcastle Satisfaction with Nursing Scales. Realizada análise descritiva dos dados e de correlação das características dos pacientes com escores de satisfação e experiência do paciente. Resultados: a satisfação dos pacientes e a vivência de experiências positivas com os cuidados de enfermagem no período pós-operatório foram relacionados principalmente ao papel educacional da equipe de enfermagem, habilidade de comunicação e respeito a privacidade. Pacientes que com hospitalização prévia em outra instituição apresentaram nível de satisfação maior comparado aos que não tiveram hospitalização anterior. Conclusão: pacientes submetidos à prostatectomia radical aberta vivenciaram experiências positivas e demostraram alto nível de satisfação com o cuidado de enfermagem. Descritores: Satisfação do Paciente; Cuidados de Enfermagem; Prostatectomia. Objective: to evaluate the satisfaction of patient and his experiences with nursing care in the post-surgery of open radical prostatectomy. Methods: cross sectional study carried out with 60 patients. It was used a form with personal and clinical characterization of subjects and the Brazilian version of instrument Newcastle Satisfaction with Nursing Scales. It was used descriptive analysis of data and of correlation of the patient's characteristics with satisfaction scores and patient experience. Results: the patients' satisfaction and experience of positives experiences with nursing care in the post-surgery period was related mainly to educational role of the nursing team, communication skill and respect to privacy. Patients with previous hospitalization in other institution showed higher satisfaction level compared with those that not have previous hospitalization. Conclusion: patients submitted to open radical prostatectomy had positives experiences and demonstrated higher level of satisfaction with nursing care.

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Emergency Department Patient Experience

Cited by 124 publications

References 16 publications

Does Shared Decision Making Actually Occur in the Emergency Department? Looking at It from the Patients’ Perspective

Does Shared Decision Making Actually Occur in the Emergency Department? Looking at It from the Patients’ Perspective

Improving Emergency Department Patient Experience Through Implementation of an Informational Pamphlet

Patient’s satisfaction with nursing care on the post-surgery of radical prostatectomy

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