From Frustration to Understanding: The Effectiveness of an Emergency Department Waiting Room Video in Enhancing Patient Satisfaction

Abstract

This pilot study evaluated the impact of a brief, animated educational video on patient understanding and satisfaction in a large urban academic emergency department (ED). A convenience sample of 23 patients viewed a 1-min 50-s video explaining triage, wait times, and ED workflows, then completed pre- and postintervention surveys. Statistically significant improvements were observed across all domains of understanding. Mean 4-point Likert scores rose from 2.48 to 3.93 (p < .0001) for understanding why patients wait, from 2.25 to 3.78 for why others may be seen first, and from 2.81 to 4.00 for overall ED processes. This intervention offers a low-cost, scalable, and staff-efficient solution to enhance communication, set expectations, and improve the overall patient experience in ED waiting rooms. These findings highlight the potential of patient-centered media to support transparency and trust in emergency care.

Keywords: communication; emergency medicine; health literacy; patient education; patient satisfaction; wait times.

Figure 1.

Patient Responses to Likert-Scale Survey Questions. Ratings were on a 4-Point Likert-Scale, where 1 Represented “Not at All” and 4 Represented “Completely.” (A) Patient Responses to “How would you Rate Your Understanding of why You are Waiting in the ER?” (B) Patient Responses to “How much do You Currently Understand about how the Waiting Room Process Works (ie, Different Care Pathways within the ER, etc.)?” (C) Patient Responses to “To what Extent do You Understand why Some Patients were Called Before You?”