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Natsui S, Aaronson EL, Joseph TA, et al. Calling on the Patient's Perspective in Emergency Medicine: Analysis of 1 Year of a Patient Callback Program. J Patient Exp. 2018;6(4):318-324doi: 10.1177/2374373518805542.
Natsui, S., Aaronson, E. L., Joseph, T. A., Goldsmith, A. J., Sonis, J. D., Raja, A. S., White, B. A., Luciani-Mcgillivray, I., & Mort, E. (2019). Calling on the Patient's Perspective in Emergency Medicine: Analysis of 1 Year of a Patient Callback Program. Journal of patient experience, 6(4), 318-324. https://doi.org/10.1177/2374373518805542
Natsui, Shaw, et al. "Calling on the Patient's Perspective in Emergency Medicine: Analysis of 1 Year of a Patient Callback Program." Journal of patient experience vol. 6,4 (2019): 318-324. doi: https://doi.org/10.1177/2374373518805542
Natsui S, Aaronson EL, Joseph TA, Goldsmith AJ, Sonis JD, Raja AS, White BA, Luciani-Mcgillivray I, Mort E. Calling on the Patient's Perspective in Emergency Medicine: Analysis of 1 Year of a Patient Callback Program. J Patient Exp. 2019 Dec;6(4):318-324. doi: 10.1177/2374373518805542. Epub 2018 Oct 17. PMID: 31853488; PMCID: PMC6908991.
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J Patient Exp. 2019 Dec;6(4):318-324. doi: 10.1177/2374373518805542. Epub 2018 Oct 17.

Calling on the Patient's Perspective in Emergency Medicine: Analysis of 1 Year of a Patient Callback Program.

Journal of patient experience

Shaw Natsui, Emily L Aaronson, Tony A Joseph, Andrew J Goldsmith, Jonathan D Sonis, Ali S Raja, Benjamin A White, Ines Luciani-Mcgillivray, Elizabeth Mort

Affiliations

  1. Harvard Affiliated Emergency Medicine Residency Program, Harvard Medical School, Boston, MA, USA.
  2. Department of Emergency Medicine, Massachusetts General Hospital, Harvard Medical School, Boston, MA, USA.
  3. Lawrence Center for Quality and Safety, Massachusetts General Hospital and Massachusetts General Physicians' Organization, Boston, MA, USA.

PMID: 31853488 PMCID: PMC6908991 DOI: 10.1177/2374373518805542

Abstract

BACKGROUND: Patient-centered approaches in the evaluation of patient experience are increasingly important priorities for quality improvement in health-care delivery. Our objective was to investigate common themes in patient-reported data to better understand areas for improvement in the emergency department (ED) experience.

METHODS: A large urban, tertiary-care ED conducted phone interviews with 2607 patients who visited the ED during 2015. Patients were asked to identify one area that would have significantly improved their visit. Transcripts were analyzed using content analysis, and the results were summarized with descriptive statistics.

RESULTS: The most commonly cited themes for improvement in the patient experience were wait time (49.4%) and communication (14.6%). Related, but more nuanced, themes emerged around the perception of ED crowding and compassionate care as additional important contributors to the patient experience. Other frequently cited factors contributing to a negative experience were the discharge process and inability to complete follow-up plan (8.0%), environmental factors (7.9%), perceived competency of providers in the evaluation or treatment (7.4%), and pain management (7.4%).

CONCLUSIONS: Wait times and perceptions of ED crowding, as well as provider communication and compassionate care, are significant factors identified by patients that affect their ED experience.

© The Author(s) 2018.

Keywords: communication; emergency medicine; empathy; patient feedback; patient satisfaction; qualitative methods; wait times

Conflict of interest statement

Declaration of Conflicting Interests: The author(s) declared no potential conflicts of interest with respect to the research, authorship, and/or publication of this article.

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