Homepage > Research abstracts > The impact of personalized and dynamic information availability on patient feelings (understanding, satisfaction, empowerment, stress) and operational factors (personnel interruption, wait time, abandonment) in Emergency Departments (EDs)
The impact of personalized and dynamic information availability on patient feelings (understanding, satisfaction, empowerment, stress) and operational factors (personnel interruption, wait time, abandonment) in Emergency Departments (EDs)
Researchers: Galit Yom-Tov1, Anat Rafaeli1, Avi Parush1, Chen Shapira1,2
- Technion
- Carmel Medical Center
Background: People waiting in EDs lack information about tests and procedures they will experience in the ED. People report negative feelings (e.g. anger and stress) about ED waiting. To improve patients' experiences and ED workflow, we proposed providing patients with personalized dynamic information about their treatment schedule and estimated waiting times, using a specially designed mobile application.
Objectives: 1. Assess the feasibility of providing personalized dynamic information using a phone App;
2. Assess the impact of the availability of information on patient feelings;
3. Identify the appropriate level of information detail to provide to patients;
4. Assess impact of personalized dynamic information availability on workflow and operational efficiency of the ED.
2. Assess the impact of the availability of information on patient feelings;
3. Identify the appropriate level of information detail to provide to patients;
4. Assess impact of personalized dynamic information availability on workflow and operational efficiency of the ED.
Method: In a between-subject field experiment, patients could use an App to receive personalized information about their ED stay. Advanced statistical tools were used to estimate service time and the App showed these estimates as wait times forecasts. Surveys assessed patient feelings.
Findings: 1. Patients can receive information using an electronic platform;
2. Patients prefer information about time estimates (vs information only re-treatment stages);
3. Patients who received personalized information are significantly more satisfied and less frustrated during their ED stay.
2. Patients prefer information about time estimates (vs information only re-treatment stages);
3. Patients who received personalized information are significantly more satisfied and less frustrated during their ED stay.
Conclusions: 1. An electronic platform can be used to communicate personalized information to ED patients;
2. It is most important to reduce patient uncertainty about waiting times in the ED;
3. Personalized information that includes time estimates to ED patients improves patient feelings.
2. It is most important to reduce patient uncertainty about waiting times in the ED;
3. Personalized information that includes time estimates to ED patients improves patient feelings.
Recommendations: 1. It is important to provide patients with information about their ED stay;
2. Personalized information can be extracted from hospital information systems and presented to patients;
3. Information should be personalized and should include not only expected procedures but also the relevant waiting times for the procedures.
2. Personalized information can be extracted from hospital information systems and presented to patients;
3. Information should be personalized and should include not only expected procedures but also the relevant waiting times for the procedures.
Research number: R/120/2015
Research end date: 01/2019