When patients are impatient: the communication strategies utilized by emergency department employees to manage patients frustrated by wait times.
Health Commun
; 28(3): 275-85, 2013.
Article
em En
| MEDLINE
| ID: mdl-22716025
ABSTRACT
Studies have documented the frustrations patients experience during long wait times in emergency departments (EDs), but considerably less research has sought to understand ED staff responses to these frustrations. In-depth interviews were conducted with 18 ED social workers, patient navigators, and medical staff members at a large urban hospital regarding their experiences and interpersonal strategies for dealing with frustrated patients. Staff indicated that patients often attribute delays to neglect and do not understand why their health problem is not prioritized. They voiced several strategies for addressing wait time frustrations, including expressing empathy for patients, making patients feel occupied and wait times seem more productive, and educating patients about when health issues should be treated through primary care. All staff members recognized the need for engaging in empathic communication with frustrated patients, but social workers and patient navigators were able to dedicate more time to these types of interactions.
Texto completo:
1
Coleções:
01-internacional
Base de dados:
MEDLINE
Assunto principal:
Listas de Espera
/
Serviço Hospitalar de Emergência
Tipo de estudo:
Qualitative_research
Limite:
Humans
Idioma:
En
Revista:
Health Commun
Ano de publicação:
2013
Tipo de documento:
Article