Patient Experience In EMD
Care Process & Redesign
Technology
National University Health System Quality Improvement
National University Health System
31 December 2023
To enhance patient experience in the Emergency Department (EMD) by reducing anxiety, improving communication, and providing. Demonstrated significant improvement in patient satisfaction and willingness to recommend through non-clinical, patient-centric.
Year Submitted: 2023
Published Date: 31 December 2023
Tags: Care Process ＆ Redesign, Technology, Quality Improvement, Design Thinking, Value Based Care, Patient Satisfaction, Patient Reported Experience Measures, Build Environment, Wayfinding, Digitalisation, Digital Platforms, Information ＆ Communication Technology, Internet/Intranet
About this Content
Aims
To enhance patient experience in the Emergency Department (EMD) by reducing anxiety, improving communication, and providing non-clinical support.
Background
Patients experience anxiety due to long waiting times in EMD. Non-clinical interventions could alleviate discomfort and improve satisfaction scores.
Methods
Implemented patient-centric webpage, added amenities (power banks, blankets), redesigned wall murals for wayfinding, trained staff with communication scripts, and prepared checklists.
Results
Improved ePES score to consistently above 85% from June 2023 onwards. Willingness-to-recommend scores exceeded 90% from August to December 2023.
Conclusion
Demonstrated significant improvement in patient satisfaction and willingness to recommend through non-clinical, patient-centric initiatives.
Lessons Learnt
Clear communication, accessible amenities, and a supportive environment are crucial to enhancing patient experience.
Additional Information
Digital patient-centric webpage, amenities like power banks, staff training, and redesigned wall murals.
Keywords
Emergency Medicine Department, Patient Experience, Waiting Time Management, Visual Redesign, ePES Score, Digital Engagement
Innovators' Details
Innovators' Details
Healthcare Cluster(s) | National University Health System |
Organization(s) Involved | National University Hospital |
Platform(s) | National University Health System Quality Improvement |
Healthcare Professional Group(s) | Healthcare Administration, Nursing |
Applicable Specialty or Discipline | Healthcare Administrators, Emergency Medicine, Patient Service Associate |
Project Lead(s) | Nicole Cheung |
Project Member(s) | Lin Jingping |
Connect with this contributor!
Kelvin Ng - kelvin_jh_ng@nuhs.edu.sg