Factors influencing patients’ experience of communication with the medical team of the emergency department

Abstract

The Emergency Department (ED) setting often presents situations where the doctor–patient relationship is fundamental and may be challenging. Thus, it is important to use effective communication to improve outcomes. This study explores patients’ experience of communication with the medical team aiming to discover whether there are some objective factors which may affect their perception. A prospective, cross-sectional study in two hospitals: an urban, academic trauma center and a small city hospital. Adult patients discharged from the ED in October 2021 were consecutively included. Patients filled out a validated questionnaire, the Communication Assessment Tool for Teams (CAT-T), assessing communication perception. Additional data about the participants were collected by the physician in a dedicated tab to assess whether there were objective factors influencing the patient’s perception of the medical team's communication skills. Statistical analysis was then performed. 394 questionnaires were analyzed. The average score for all items exceeded 4 (good). Younger patients and patients who were conveyed by ambulance attributed lower scores than other groups (p value < 0.05). A significant difference between the two hospitals was also observed in favour of the bigger hospital. In our study long waiting times did not generate less satisfied responses. The item which received the lowest scores was “the medical team encouraged me to ask questions”. Overall, patients were satisfied with doctor–patient communication. Age, setting, way of conveyance to the hospital are objective factors that may influence patients’ experience and satisfaction in the ED.