Informing quality in emergency care: understanding patient experiences

Swallmeh, Esmat, Byers, Vivienne and Arisha, Amr (2018) Informing quality in emergency care: understanding patient experiences. International Journal of Health Care Quality Assurance, 31 (7). pp. 704-717. ISSN 0952-6862

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Abstract

Purpose
Assessing performance and quality in healthcare organisations is moving from focusing solely on clinical care measurement to considering the patient experience as critical. Much patient experience research is quantitative, and survey based. We report a qualitative study gathering in-depth data in an Emergency Department (ED).

Design/methodology/approach
We used empirical data from seven focus groups to understand patient experience as participants progressed through a major teaching hospital in an Ireland ED. A convenience sampling technique was used, and 42 participants were invited to share their perceptions and outline key factors affecting their journey. A role-playing exercise was used to develop improvement themes. Data were analysed using thematic analysis and data analysis software (NVivo 10).

Findings
Capturing ED patient experience increases our understanding and process impact on the patient journey. Factors identified include information, access, assurance, responsiveness and empathy, reliability and tangibles such as surroundings, food and seating.

Research limitations/implications
Owing to the ED patient’s emergency nature, participants were recruited if triaged at levels 3-5 (Manchester Triage System). The study explored patients’ immediate rather than post-hoc experiences where recollections may change over time.

Originality/value
To the authors’ knowledge, no study has examined in-depth, ED patient experience in Ireland using qualitative interviewing, obtaining critical process insights as it occurs. The potential to inform patient process improvements in Irish EDs is significant.

Item Type:	Article
Subjects:	H Social Sciences > HF Commerce > Customer Service R Medicine > Healthcare Industry
Divisions:	School of Business > Staff Research and Publications
Depositing User:	Caoimhe Ní Mhaicín
Date Deposited:	17 Sep 2018 08:28
Last Modified:	14 Nov 2018 14:50
URI:	https://norma.ncirl.ie/id/eprint/3136

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