Patient Experience/Satisfaction in the Emergency Care Setting Position Statement-Patient Experience/Satisfaction in the Emergency Care Setting Position Statement

Pdf Summary

Patient experience and satisfaction in the emergency care setting is crucial for both financial reimbursement and better patient outcomes. The Emergency Department Consumer Assessment of Healthcare Providers and Systems (ED CACHPS) survey, which focuses on the ED patient experience, has clinical and financial implications. Factors influencing patient experience include caregiver interactions, care setting, staffing levels, noise levels, patient and family education levels, and patient and family perceptions of being heard and included in decision-making. Length of wait time and ED length of stay are key drivers of patient experience, and interventions should prioritize improved communication and nurse-driven strategies. Patient feedback can be obtained through various methods, including surveys and online platforms. Communication regarding patient care, expected or actual delays, and follow-up is crucial for improving the patient experience. The Emergency Nurses Association (ENA) emphasizes the need for communication strategies that consider diversity and the unique challenges and episodic nature of the ED environment. ENA also advocates for ongoing education and feedback to improve patient experience and quality care in the ED. Research into patient and nurse experiences, quality care indicators, and nursing's impact on patient outcomes and experiences is essential. A positive patient experience is strongly correlated with improved patient outcomes, profitability, and a decrease in complaints and lawsuits. Involving nurses in data collection and improvement projects enhances the patient experience. The chaotic and unpredictable nature of the ED setting poses challenges, and effective education on patient experience tactics can be provided to all healthcare professionals. Nurse-sensitive quality indicators demonstrate the effectiveness of nursing care on patient outcomes and experiences. Overall, improving the patient experience in the ED requires a collaborative effort and ongoing research and evaluation.

Meta Tag

patient experience reimbursement

patient experience survey

patient experience communication

patient experience nurse perception

patient experience quality indicators

Keywords

patient experience

emergency care

financial reimbursement

patient outcomes

ED CACHPS survey

caregiver interactions

wait time

communication strategies

nurse-driven strategies

nurse-sensitive quality indicators