• Eur J Emerg Med · Apr 2012

    Comparative Study

    Web survey and embedded intervention on emergency department personnel perceptions of role in patient experience.

    • Leo Kobayashi, Lynn A Sweeney, Anna C Cousins, Karina S Bertsch, Fenwick G Gardiner, Nicole M Tomaselli, Robert M Boss, Frantz J Gibbs, and Gregory D Jay.
    • Departments of Biomedical Engineering bEmergency Medicine, Alpert Medical School of Brown University, Providence, RI 02903, USA. LKobayashi@lifespan.org
    • Eur J Emerg Med. 2012 Apr 1;19(2):112-6.

    AbstractInvestigators examined emergency department (ED) personnel's perceived job responsibilities and insights into determinants of patient experience. Surveys queried subjects on their perceptions of select clinical care-related actions (CCAs) to assess discipline-specific and service-specific CCA ownership and valuation. Investigators surveyed 153 of 634 ED personnel. A total of 3047 responses to 3802 queries indicated that a specified CCA was 'always' (58.2%) or 'sometimes' (21.9%) the subject's responsibility. A total of 3645 of 3797 responses indicated the CCA specified was 'always' (84.2%) or 'sometimes' (11.8%) important to the patient experience. Twelve percent of subjects reported not being responsible for monitoring or correcting medical errors. After exposure to survey queries, subjects indicated changing or re-considering how they communicate with patients (28.1%), deliver clinical care (20.2%), and arrange disposition/follow-up (20.3%). ED personnel's perceptions of CCA ownership and importance to patient experience were assessed. Subjects reported detectable levels of anticipated job-related behavioral changes traceable to survey-embedded intervention.

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