“If at Least the Patient Could Not Be Forgotten About”: Communication in the Emergency Department as a Predictor of Patient Satisfaction
Press Ganey survey data are used by institutions to understand patient experiences in the emergency department (ED). The present mixed-methods retrospective cohort study examined the effects of hallway placement, pain management reporting, communication approaches, time spent in the ED, and other de...
| Main Authors: | , , , , |
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| Format: | Article |
| Language: | English |
| Published: |
SAGE Publishing
2020-12-01
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| Series: | Journal of Patient Experience |
| Online Access: | https://doi.org/10.1177/2374373520957123 |
| _version_ | 1811295017566732288 |
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| author | Seiichi Villalona MA Carol Boxtha BS W Alex Webb MSc Cirenio Cervantes BS Jason W Wilson MD, MA |
| author_facet | Seiichi Villalona MA Carol Boxtha BS W Alex Webb MSc Cirenio Cervantes BS Jason W Wilson MD, MA |
| author_sort | Seiichi Villalona MA |
| collection | DOAJ |
| description | Press Ganey survey data are used by institutions to understand patient experiences in the emergency department (ED). The present mixed-methods retrospective cohort study examined the effects of hallway placement, pain management reporting, communication approaches, time spent in the ED, and other demographic variables on predicting satisfaction ratings of doctors, nurses, and overall ED care. A total of 4940 patient responses between January 1, 2012, and December 31, 2017, were analyzed from 2 EDs associated with an academic institution and tertiary care center. Consensus coding was used to qualitatively capture patient responses that relate to communication issues pertaining to care/empathy and understandings of ED procedures. After controlling for multiple factors, hallway placement, pain management, and understanding of ED procedures were associated with higher odds of negative ratings for doctors, nurses, and overall assessment. Issues with patient communication, particularly regarding understanding of ED procedures, were found to be a strong predictor of negative ratings of doctors, nurses, and overall care. These findings point to the improvements in communication as a potential point of intervention in mitigating negative patient experiences. |
| first_indexed | 2024-04-13T05:26:12Z |
| format | Article |
| id | doaj.art-e9a3437d623647f195f89c4d61fc41ab |
| institution | Directory Open Access Journal |
| issn | 2374-3735 2374-3743 |
| language | English |
| last_indexed | 2024-04-13T05:26:12Z |
| publishDate | 2020-12-01 |
| publisher | SAGE Publishing |
| record_format | Article |
| series | Journal of Patient Experience |
| spelling | doaj.art-e9a3437d623647f195f89c4d61fc41ab2022-12-22T03:00:35ZengSAGE PublishingJournal of Patient Experience2374-37352374-37432020-12-01710.1177/2374373520957123“If at Least the Patient Could Not Be Forgotten About”: Communication in the Emergency Department as a Predictor of Patient SatisfactionSeiichi Villalona MA0Carol Boxtha BS1W Alex Webb MSc2Cirenio Cervantes BS3Jason W Wilson MD, MA4 Department of Anthropology, University of South Florida, Tampa, FL, USA Department of Health Outcomes & Behavior, Moffitt Cancer Center, Tampa, FL, USA Department of Anthropology, University of South Florida, Tampa, FL, USA Department of Anthropology, University of South Florida, Tampa, FL, USA Department of Internal Medicine, Division of Emergency Medicine, Morsani College of Medicine at the University of South Florida, Tampa, FL, USAPress Ganey survey data are used by institutions to understand patient experiences in the emergency department (ED). The present mixed-methods retrospective cohort study examined the effects of hallway placement, pain management reporting, communication approaches, time spent in the ED, and other demographic variables on predicting satisfaction ratings of doctors, nurses, and overall ED care. A total of 4940 patient responses between January 1, 2012, and December 31, 2017, were analyzed from 2 EDs associated with an academic institution and tertiary care center. Consensus coding was used to qualitatively capture patient responses that relate to communication issues pertaining to care/empathy and understandings of ED procedures. After controlling for multiple factors, hallway placement, pain management, and understanding of ED procedures were associated with higher odds of negative ratings for doctors, nurses, and overall assessment. Issues with patient communication, particularly regarding understanding of ED procedures, were found to be a strong predictor of negative ratings of doctors, nurses, and overall care. These findings point to the improvements in communication as a potential point of intervention in mitigating negative patient experiences.https://doi.org/10.1177/2374373520957123 |
| spellingShingle | Seiichi Villalona MA Carol Boxtha BS W Alex Webb MSc Cirenio Cervantes BS Jason W Wilson MD, MA “If at Least the Patient Could Not Be Forgotten About”: Communication in the Emergency Department as a Predictor of Patient Satisfaction Journal of Patient Experience |
| title | “If at Least the Patient Could Not Be Forgotten About”: Communication in the Emergency Department as a Predictor of Patient Satisfaction |
| title_full | “If at Least the Patient Could Not Be Forgotten About”: Communication in the Emergency Department as a Predictor of Patient Satisfaction |
| title_fullStr | “If at Least the Patient Could Not Be Forgotten About”: Communication in the Emergency Department as a Predictor of Patient Satisfaction |
| title_full_unstemmed | “If at Least the Patient Could Not Be Forgotten About”: Communication in the Emergency Department as a Predictor of Patient Satisfaction |
| title_short | “If at Least the Patient Could Not Be Forgotten About”: Communication in the Emergency Department as a Predictor of Patient Satisfaction |
| title_sort | if at least the patient could not be forgotten about communication in the emergency department as a predictor of patient satisfaction |
| url | https://doi.org/10.1177/2374373520957123 |
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