Patients’ perspectives on care, communication, and teamwork in the emergency department

Abstract

BackgroundThe work of healthcare professionals (HCPs) in the emergency department (ED) involves effective communication and efficient teamwork, which may be perceived differently by patients and HCPs. Therefore, it is important to explore patient perspectives of information exchange and clinical assessment. AimTo evaluate experiences of care, communication, and teamwork from ED patients’ perspectives. MethodsSemi-structured interviews were conducted with 17 patients who were assessed in a Swedish ED during Spring 2021. Thematic analysis was used. ResultsParticipants’ experiences reflected the complex environment of the ED. Findings emphasize the importance of information exchange in relation to a caring approach. Three themes emerged: the need for a caring approach by HCPs towards patients’; the need for dialogue between patient and HCPs; and the need for information on ED environment constraints. ConclusionsPatients felt comforted when they experienced a caring empathic approach from the HCPs. For example, patients valued an individual holistic approach rather than feeling that they were being objectified by their medical conditions. This was important in coping with the anxiety caused by a stressful ED environment. There is a critical need for effective exchange of information between patients and HCPs.