Understanding patient experience in the emergency room using multiple methods

摘要

This paper discusses a multi-method approach of gathering data in order to understand how variables within a high stress environment, such as a hospital emergency room, can affect user experience. The challenges facing emergency departments in Alberta can be summarized as a lack of understanding of what happens in an emergency room, inadequate communication between staff and the public, and challenges with the physical design of these departments. Through this study we were able to understand the patient experience and to identify gaps in service, gain insights into issues that are negatively impacting patients and suggests artefacts and processes in order to better deliver patient care.