Online emergency department ratings, patient satisfaction and the age-old issue of communication

Ranney, Megan L.; Peimer, Clayton A.

doi:10.1136/bmjqs-2015-004806

Cited by 11 publications

(7 citation statements)

References 10 publications

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“…While healthcare providers focus on clinical practice to achieve high quality care (Watt et al, 2005), patients place a high value on communication processes during their ED journey (Kilaru et al, 2016). Our findings concur with recent studies that thematically analysed patient feedback on social media (Yelp and Twitter), which indicate that waiting times can be proactively managed through communication (Kilaru et al, 2016;Ranney and Peimer, 2016;Perez-Carceles et al, 2010). Participants in our study emphasised that receiving updated information about their treatment and estimated wait times during the process were important.…”

Section: Discussionsupporting

confidence: 85%

“…They also recognised the wider health system's impact on ED processes. The factors we identified as important were like findings in previous studies and included reliability (Göransson and von Rosen, 2010), information (Kilaru et al, 2016;Ranney and Peimer, 2016), assurance (Bardach et al, 2016), responsiveness (Burström et al, 2013), tangibles (Coughlan and Corry, 2007;Naidu, 2009) and empathy (Gordon et al, 2010). Participants were at one in seeking therapeutic rapport from ED staff, in keeping with research looking at the beneficial relations and good communications for ED patients (Baillie, 2005).…”

Section: Discussionmentioning

confidence: 72%

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Informing quality in emergency care: understanding patient experiences

Swallmeh

Byers²,

Arisha³

2018

IJHCQA

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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.

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Section: Discussionsupporting

confidence: 85%

Section: Discussionmentioning

confidence: 72%

Informing quality in emergency care: understanding patient experiences

Swallmeh

Byers²,

Arisha³

2018

IJHCQA

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“…Unfortunately, our study reveals that most of the patient did not know about the time of delivering medical services, and this is clearly appeared from the negative gap between patient's perception and expectation in the item R4 "Employees inform patients exactly when services would be performed" (À1.30). Our result is consistent with the finding of Kilaru et al (Kilaru et al, 2016;Ranney and Peimer, 2016) that it is crucial to keep patients updated regarding their medical treatment and the estimated waiting time. One interesting results shows that the lowest score of expectation received by R3 "Employees carry out services right the first time" (2.89).…”

Section: Waiting and Consultation Timesupporting

confidence: 93%

Measuring gaps in healthcare quality using SERVQUAL model: challenges and opportunities in developing countries

AlOmari

2020

MBE

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Purpose The purpose of this paper is to gauge the health-care services from a patient’s perspective in five private hospitals in the Syrian capital Damascus. Design/methodology/approach The five dimensions-SERVQUAL model (tangibility, empathy, assurance, reliability and responsiveness) was implemented to measure the gap between patient’s perception and expectation in health-care service quality. Findings The SERVQUAL tool proved to be reliable and valid in assessing service quality in Syrian health-care setting. The assessment of the service quality from a patient’s perspective shows that all SERVQUAL dimensions were negative except for tangible element that scored (+0.57) gap. Based on patient’s expectation, empathy scored the highest score with (4.37), followed by responsiveness (4.17), reliability (3.90), tangibility (3.82) and assurance (3.45). The widest negative gaps among the 22 SERVQUAL items were related to listening skills of hospital staffs (−1.52) and for spending enough time with patient (−1.81). This study indicated that tangible dimension plays a significant role in balancing the deficiency in other service quality dimensions. In addition, communication skills of medical and paramedical staff should be improved to ameliorate patient’s perception about health-care services. Research limitations/implications This study provides valuable insights into the patient’s perception, but the feedback from hospital staffs (doctor, nurses) and hospital’s senior managers also considered potential rich information sources. This survey is conducted in the capital, and future research should include replication of this study in the other 13 Syrian governorates before generalizing the findings of this research. Practical implications Hospital administrator could use SERVQUAL model to improve their operational performance as well as to benchmark their behavior against other competitors in the health-care market in Damascus. This paper provides valuable information to policymakers and top hospital management to understand patient-centered care and to improve health-care system in Syria. Besides, this research provides a marketing insight to realize what patient expects and how she/he assesses the care service. Originality/value To the author’s knowledge, this is one of very few studies conducted to assess service quality in private health-care sector in Damascus. The main contribution of this study is providing the empirical evidence that the five dimensions-SERVQUAL scale proved to be reliable and valid instrument for measuring and analyzing health-care service quality in Syria.

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“…The CSQ items measured satisfaction with the intervention as a whole (eg, “How would you rate the quality of the service you received?”), whereas the other items assessed individual aspects of the technology intervention (eg, “How effective were the smartphone and sensorband in helping you meet your goals?”). The CSQ has been used with similar nontreatment seeking samples measuring satisfaction with mobile health interventions [ 59 , 60 ]. Higher scores indicate greater satisfaction.…”

Section: Methodsmentioning

confidence: 99%

Mobile Health Technology Using a Wearable Sensorband for Female College Students With Problem Drinking: An Acceptability and Feasibility Study

Leonard¹,

Silverman²,

Sherpa³

et al. 2017

JMIR Mhealth Uhealth

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BackgroundAn increasing number of mobile app interventions have been developed for problem drinking among college students; however, few studies have examined the integration of a mobile app with continuous physiological monitoring and alerting of affective states related to drinking behaviors.ObjectiveThe aim of this paper was to evaluate the acceptability and feasibility of Mind the Moment (MtM), a theoretically based intervention for female college students with problem drinking that combines brief, in-person counseling with ecological momentary intervention (EMI) on a mobile app integrated with a wearable sensorband.MethodsWe recruited 10 non-treatment seeking, female undergraduates from a university health clinic who scored a 3 or higher on the Alcohol Use Disorders Identification Test–Consumption (AUDIT-C) to participate in this pilot study. Study activities involved an in-person baseline intake and 1 follow-up assessment, 2 in-person alcohol brief intervention counseling sessions, and use of MtM technology components (sensorband and EMI on a mobile app) for approximately 3-4 weeks. The intervention used motivational interviewing (MI) and cognitive behavioral therapy (CBT) strategies for reducing risks associated with drinking. We used both qualitative and quantitative assessments to measure acceptability of the intervention and feasibility of delivery. Use patterns of the sensorband and mobile app were also collected.ResultsQuantitative and qualitative data indicated high levels of acceptability for the MtM intervention. Altogether, participants made reports on the app on 26.7% (78/292) the days the technology was available to them and completed a total of 325 reports with wide variation between participants. Qualitative findings indicated that sensorband-elicited alerts promoted an increase in awareness of thoughts, feelings, and behaviors related to current environmental stressors and drinking behaviors in theoretically meaningful ways. Specific challenges related to functionality and form of the sensorband were identified.ConclusionsDelivering intervention material “just-in-time,” at the moment participants need to use behavioral strategies has great potential to individualize behavioral interventions for reducing problem drinking and other health behaviors. These findings provide initial evidence for the promise of wearable sensors for increasing potency of theoretically grounded mobile health interventions and point to directions for future research and uptake of these technologies.

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Online emergency department ratings, patient satisfaction and the age-old issue of communication

Cited by 11 publications

References 10 publications

Informing quality in emergency care: understanding patient experiences

Informing quality in emergency care: understanding patient experiences

Measuring gaps in healthcare quality using SERVQUAL model: challenges and opportunities in developing countries

Mobile Health Technology Using a Wearable Sensorband for Female College Students With Problem Drinking: An Acceptability and Feasibility Study

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