Personalized Communication with Patients at the Emergency Department—An Experimental Design Study

Abstract

Communication of clinicians at the emergency department is a barrier to patient satisfaction due to lack of human connection, lack of control over the situation, low health literacy, deficient information, poor support at a time of uncertainty all affecting perceived quality of care. This explorative study tests drivers of patient satisfaction with communication of clinicians at the emergency department. The sample comprises 112 Americans from the New York greater area, who visited an emergency department in the past year. A conjoint-based experimental design was performed testing six messages in six categories. The categories encompass acknowledged aspects of communication with health providers enabling to compare among them when exploring communication at the ED by patient preferences. Respondents rated messages by the extent to which it drives their satisfaction with communication of clinicians at the emergency department. Based on the similarity of patients’ response patterns to each message, three significantly distinct mindsets of patient preferences regarding communication exchanges with clinicians at the emergency department emerged. Different conduct and communication messages drive the satisfaction of members of each mindset with the communication of clinicians at the emergency department. The strong performing messages for one mindset are irrelevant for members of other mindsets. Clinicians may identify the patient-belonging to a mindset and communicate using mindset-tailored messages. This novel strategy may enable clinicians to implement patient-centered communication, by mindset, promoting patient satisfaction and enabling clinicians to better cope with patients in the chaotic emergency department environment.

Personalizing Communication of Clinicians with Chronically Ill Elders in Digital Encounters—A Patient-Centered View

“…Thus, offerings of communication in telemedicine should not be tailored to different demographic groups but rather to mindsets. These findings echo previous studies that suggested that patients should be segmented by their expectations from clinicians based on their mindset-belonging description rather than on demographics, driving patient satisfaction and health behaviors and enabling clinicians to use mindset-tailored communication to meet patient expectations and enhance the quality of care [57][58][59][62][63][64].…”

“…The strongest messages for this mindset were "The clinician walks me through a change process to maintain my health" (beta = 12); "The clinician talks to me about my expectations" (beta = 12); and "The clinician helps me take responsibility for my health" (beta = 9). They expect clinicians to use messages that empower and navigate them to better manage their illness leading to higher resilience [57][58][59]. Members of mindset 3, comprising 31% of the sample, have an external locus of control and strongly oppose a change process guided by the clinician to maintain their health (beta = −12), to help them take responsibility for their health (beta = −13), or dialogue about their communication expectations (beta = −14).…”

Knowledge, attitude, and practice of atrial fibrillation in high altitude areas

“…This particular discovery underscores the exigency for campaigns that heighten awareness, elucidating AF’s potential ramifications among individuals devoid of pre-existing health conditions. The broad spectrum of attitudes, encompassing concerns regarding AF-related complications on one end and apathy or skepticism on the other, underscores the pivotal role of communication strategies ( 23 , 24 ). Clinicians can harness this comprehension to formulate patient-centric narratives, tailored to resonate with diverse dispositions, thereby fostering heightened engagement and empowerment.…”