Managing patient expectations at emergency department triage

Emergency departments (ED) overcrowding, long wait, and uncomfortable waiting room conditions may lower perceived quality of the patient experience and satisfaction. This study investigates the relationship between patient satisfaction and communication of expected wait times, at the point of triage...

Descripción completa

Guardado en:
Detalles Bibliográficos
Autores principales: Shital Shah, Anay Patel, Dino Rumoro, Samuel Hohmann, Francis Fullam
Formato: article
Lenguaje:EN
Publicado: The Beryl Institute 2015
Materias:
Acceso en línea:https://doaj.org/article/eb57d5611fe04e5dabf695b0f8124717
Etiquetas: Agregar Etiqueta
Sin Etiquetas, Sea el primero en etiquetar este registro!
id oai:doaj.org-article:eb57d5611fe04e5dabf695b0f8124717
record_format dspace
spelling oai:doaj.org-article:eb57d5611fe04e5dabf695b0f81247172021-11-15T04:21:32ZManaging patient expectations at emergency department triage2372-0247https://doaj.org/article/eb57d5611fe04e5dabf695b0f81247172015-11-01T00:00:00Zhttps://pxjournal.org/journal/vol2/iss2/6https://doaj.org/toc/2372-0247Emergency departments (ED) overcrowding, long wait, and uncomfortable waiting room conditions may lower perceived quality of the patient experience and satisfaction. This study investigates the relationship between patient satisfaction and communication of expected wait times, at the point of triage. A pre-post (11/4/ 2008 – 2/5/2009) group design with convenience sample (n=1,209) of all discharge adult ED patients was utilized for this study. A static expected wait time model (i.e., average wait time + one standard deviation) based on time of the day, day of the week and triage levels was employed to communicating expected wait time at triage while an in-house survey with five-point Likert-scale patient satisfaction questions (satisfied with wait time in triage, informed about delays, and overall rating of ED visit) was administrated at the discharge desk. The communication of delays intervention was significant for only overall rating of ED, while binary communication status was significantly associated with all three patient satisfaction questions. The patients who didn’t receive any communication about delays, were between 1.42 to 5.48 times more likely to rate the three satisfaction questions lower than very good. With communication about delays, the percentage of patients responding very good and very poor/poor were 14.6% higher and 5.9% lower, respectively, for the satisfied with wait time in triage question. Although communication of delays intervention was not significant, the patients who received wait times information were significantly more satisfied. This indicates that patients are more likely to accept longer wait times provided their expectations are managed via communication. Future studies should explore technological solutions for communication of delays and operational improvement initiatives along with alignment of incentives for ED staff to further improve the patient experience. <strong>Experience Framework</strong> This article is associated with the Culture & Leadership lens of The Beryl Institute Experience Framework. (<a href="http://bit.ly/ExperienceFramework" target="_blank">http://bit.ly/ExperienceFramework</a>) <ul> <li><a href="https://www.theberylinstitute.org/page/PXSEARCH#resource-list-all/?view_28_page=1&view_28_filters=%5B%7B%22field%22%3A%22field_38%22%2C%22operator%22%3A%22in%22%2C%22value%22%3A%5B%22PXJ%20Article%22%5D%7D%2C%7B%22field%22%3A%22field_20%22%2C%22operator%22%3A%22is%22%2C%22value%22%3A%5B%22%22%5D%7D%2C%7B%22field%22%3A%22field_40%22%2C%22operator%22%3A%22is%22%2C%22value%22%3A%5B%22%22%2C%22Culture%20%26%20Leadership%22%5D%7D%2C%7B%22field%22%3A%22field_41%22%2C%22operator%22%3A%22is%22%2C%22value%22%3A%5B%22%22%5D%7D%5D" target="_blank">Access other PXJ articles</a> related to this lens.</li> <li><a href="https://www.theberylinstitute.org/page/Ecosystem-CultureLeadership" target="_blank">Access other resources</a> related to this lens</li> </ul>Shital ShahAnay PatelDino RumoroSamuel HohmannFrancis FullamThe Beryl Institutearticlepatient perceptionspatient satisfactionpatient experiencemanaging expectationsemergency departmentcommunication of delaysand wait timesMedicine (General)R5-920Public aspects of medicineRA1-1270ENPatient Experience Journal (2015)
institution DOAJ
collection DOAJ
language EN
topic patient perceptions
patient satisfaction
patient experience
managing expectations
emergency department
communication of delays
and wait times
Medicine (General)
R5-920
Public aspects of medicine
RA1-1270
spellingShingle patient perceptions
patient satisfaction
patient experience
managing expectations
emergency department
communication of delays
and wait times
Medicine (General)
R5-920
Public aspects of medicine
RA1-1270
Shital Shah
Anay Patel
Dino Rumoro
Samuel Hohmann
Francis Fullam
Managing patient expectations at emergency department triage
description Emergency departments (ED) overcrowding, long wait, and uncomfortable waiting room conditions may lower perceived quality of the patient experience and satisfaction. This study investigates the relationship between patient satisfaction and communication of expected wait times, at the point of triage. A pre-post (11/4/ 2008 – 2/5/2009) group design with convenience sample (n=1,209) of all discharge adult ED patients was utilized for this study. A static expected wait time model (i.e., average wait time + one standard deviation) based on time of the day, day of the week and triage levels was employed to communicating expected wait time at triage while an in-house survey with five-point Likert-scale patient satisfaction questions (satisfied with wait time in triage, informed about delays, and overall rating of ED visit) was administrated at the discharge desk. The communication of delays intervention was significant for only overall rating of ED, while binary communication status was significantly associated with all three patient satisfaction questions. The patients who didn’t receive any communication about delays, were between 1.42 to 5.48 times more likely to rate the three satisfaction questions lower than very good. With communication about delays, the percentage of patients responding very good and very poor/poor were 14.6% higher and 5.9% lower, respectively, for the satisfied with wait time in triage question. Although communication of delays intervention was not significant, the patients who received wait times information were significantly more satisfied. This indicates that patients are more likely to accept longer wait times provided their expectations are managed via communication. Future studies should explore technological solutions for communication of delays and operational improvement initiatives along with alignment of incentives for ED staff to further improve the patient experience. <strong>Experience Framework</strong> This article is associated with the Culture & Leadership lens of The Beryl Institute Experience Framework. (<a href="http://bit.ly/ExperienceFramework" target="_blank">http://bit.ly/ExperienceFramework</a>) <ul> <li><a href="https://www.theberylinstitute.org/page/PXSEARCH#resource-list-all/?view_28_page=1&view_28_filters=%5B%7B%22field%22%3A%22field_38%22%2C%22operator%22%3A%22in%22%2C%22value%22%3A%5B%22PXJ%20Article%22%5D%7D%2C%7B%22field%22%3A%22field_20%22%2C%22operator%22%3A%22is%22%2C%22value%22%3A%5B%22%22%5D%7D%2C%7B%22field%22%3A%22field_40%22%2C%22operator%22%3A%22is%22%2C%22value%22%3A%5B%22%22%2C%22Culture%20%26%20Leadership%22%5D%7D%2C%7B%22field%22%3A%22field_41%22%2C%22operator%22%3A%22is%22%2C%22value%22%3A%5B%22%22%5D%7D%5D" target="_blank">Access other PXJ articles</a> related to this lens.</li> <li><a href="https://www.theberylinstitute.org/page/Ecosystem-CultureLeadership" target="_blank">Access other resources</a> related to this lens</li> </ul>
format article
author Shital Shah
Anay Patel
Dino Rumoro
Samuel Hohmann
Francis Fullam
author_facet Shital Shah
Anay Patel
Dino Rumoro
Samuel Hohmann
Francis Fullam
author_sort Shital Shah
title Managing patient expectations at emergency department triage
title_short Managing patient expectations at emergency department triage
title_full Managing patient expectations at emergency department triage
title_fullStr Managing patient expectations at emergency department triage
title_full_unstemmed Managing patient expectations at emergency department triage
title_sort managing patient expectations at emergency department triage
publisher The Beryl Institute
publishDate 2015
url https://doaj.org/article/eb57d5611fe04e5dabf695b0f8124717
work_keys_str_mv AT shitalshah managingpatientexpectationsatemergencydepartmenttriage
AT anaypatel managingpatientexpectationsatemergencydepartmenttriage
AT dinorumoro managingpatientexpectationsatemergencydepartmenttriage
AT samuelhohmann managingpatientexpectationsatemergencydepartmenttriage
AT francisfullam managingpatientexpectationsatemergencydepartmenttriage
_version_ 1718428900476846080