Information and communication in the emergency department

Abstract

Background: Effective communication between healthcare providers and patients represents an important caveat in healthcare, both nationally and internationally. Providing information to patients about their care and condition can be challenging, particularly in demanding, time-pressured environments such as the Emergency Department (ED). Understanding the process of communication and information between patients and staff in the ED is essential to ensuring patients are satisfied with their treatment and care.

Aim: This study aimed to develop a holistic understanding of the informational and communicational requirements of patients and staff in the ED.

Methods: Action Research involving patient qualitative interviews and a staff focus group were used.

Results: Fifteen patient and family interviews identified four main themes associated with information and communication in the ED. Six ED staff participated in the focus group, which identified three emergent themes echoing some findings from the patient qualitative interviews.

Discussion: Meaningful and informative interactions between patients and healthcare providers are an imperative and pragmatic component of a positive patient experience. Establishing communicative procedures that are practical, functional and reflective of the service can improve communications between patients and staff and have implications for practice on a local, national and international level.

Keywords: Action research; Communication; Emergency department; Information; Patient experience; Qualitative research.