CONTEXT
Hospital emergency rooms can be confusing, stressful places. The purpose of the Patient Experience Project is to help patients navigate and understand the complexities of a hospital emergency room. Our analysis of patient experience surveys conducted by the Health Quality Council of Alberta (HQCA) showed that staff care and communication had the highest impact on patient experience in the emergency department (Health Quality Council Alberta, 2014). “Good patient experience also has a well-documented, positive relationship to other aspects of healthcare quality, including patients’ engagement with and adherence to providers’ instructions, and clinical processes and outcomes” (Browne et al. 2010, 921).
DELIVERABLES
In this project, a patient experience map was designed and tailored to different health authorities. This tool was implemented in 130 emergency rooms in Alberta and 60 in British Columbia.
CONTACT
For more information about this project, contact Gillian Harvey, at gharvey@ualberta.ca
Patient Experience (Alberta Health Services)
Read about the project research here: Harvey G., Bubric K., VandenBerg S., & Hair H. (2021). “Understanding patient experience in the emergency room using multiple methods.” Design for Health 5(2), 233-251, DOI: 10.1080/24735132.2021.1989133
PROJECT LINK