A multifaceted intervention improves patient satisfaction and perceptions of emergency department care

International Journal for Quality in Health Care : Journal of the International Society for Quality in Health Care
David TaylorGeraldine McDonald

Abstract

. We aimed to evaluate the effectiveness of a multifaceted intervention, targeting staff-patient communication, in improving emergency department patient satisfaction. We undertook a pre- and post-intervention study in a university-affiliated emergency department, over a 12-month period. The intervention included communication workshops, a patient education film, and a patient liaison nurse. At the patient level, the patient liaison nurse ensured optimal staff-patient community communication and played a role in staff communication education. The intervention was evaluated using patient surveys (containing general and communication-specific satisfaction items scored out of 100), complaint rates, and patient liaison nurse activity data. A total of 321 and 545 patients returned questionnaires in the pre- and post-intervention periods, respectively. Significant improvements were observed in patients' perceptions of being 'informed about delays' [score difference, 5.3; 95% confidence interval (CI), 0.6-10.0], that 'staff cared about them as a person' (difference, 4.4; 95% CI, 0.7-8.1), the overall emergency department facility assessment (difference, 3.9; 95% CI, 0.4-7.5) and overall emergency department care (difference, 3.8; 95% ...Continue Reading

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Citations

Sep 26, 2013·The Journal of Nursing Administration·Greg WrightMarcy Nussbaum
Jul 20, 2011·Journal of Emergencies, Trauma, and Shock·Fatimah Lateef
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