The Lived Experiences of Discharged Patients on Quality Care in a Crowded Emergency Department

Abstract

Background and Aim: In the Philippines, the problem of overcrowding in emergency rooms causes serious negative effects to delivering quality care to patients. The study aims to investigate the lived experiences of discharged patients from a crowding emergency rooms revealing the difficulties that patients encounter and offer critical insights to improve the standard of care and emergency department flow.  Method: This qualitative study employed a phenomenological approach, using semi-structured interviews to gather data from 16 participants who had recently been discharged from an overcrowded emergency department in Iligan City, Lanao del Norte. The interviews were conducted in the local dialect, Bisaya, and were analyzed using Colaizzi's method for qualitative data analysis.  Results: The findings reveal key themes that emerged from the participants' responses; the stress and anxiety, the environmental stressors such as noise, overcrowding, lack of privacy, the Specific spaces like triage, examination rooms, and waiting areas, the technological environment, particularly equipment quality, the Extended waiting periods, rapid treatment progression, sudden discharge and contrasting temporal experiences. Lastly, human connection amidst chaos and feeling understood and cared for with kindness.  Conclusion: The findings emphasize the need for improved patient flow management, enhanced environmental design, and a patient-centered approach to care delivery to prioritize patient comfort, reduce distress, and promote better outcomes especially for patients. It also shows how nurses care compassionately with patients amidst piling responsibilities in crowding emergency department.