A Case Report of a Mixed-Methods Assessment of Patient Experiences to Inform Quality Improvement in an Emergency Department in Argentina

Abstract

The objective of this paper is to explore how an emergency department in Argentina collected patient experience perspectives using varied tools to inform improvement activities. A case report of a mixed-methods assessment of patient experiences to inform quality improvement in an Emergency Department in Argentina. This study was conducted from July 2022 to December 2023 at Hospital Italiano de Buenos Aires, Argentina. Data collection was based on different resources: (a) Net Promoter Score Survey; (b) Buyer Persona, defined as a semi-fictional representation of your ideal customer based on market research and real data about your existing customers; (c) Empathy Maps, a tool which aids in understanding another person's perspective and empathises with the thoughts, feelings, needs, and behaviours; (d) Customer Journey Map, a visual representation that outlines the various stages and touchpoints a customer goes through when interacting with service. Data was analysed following an iterative process (plan→act→observe→reflect). Its analysis served to understand and improve the design, development, and implementation plans. The results helped to model the patient's journey pattern and understand users' profiles. Therefore, we used the information to support the organisation's improvement process. For example, although wait time is a major driver in this setting, provider and staff communication is critically important. Excellent communication and perceived empathy mitigate long waits, overcrowded environments, and other challenges (such as infrastructure and comfort). This case example can guide the future efforts of healthcare managers and key stakeholders in making decisions about how a service can use empathy-based tools to improve the patient experience.

Keywords: Argentina; emergency service; hospital; patient satisfaction; patient‐centred care; quality improvement.