title: Web survey and embedded intervention on emergency department personnel perceptions of role in patient experience.
abstract: Investigators examined emergency department (ED) personnel's perceived job responsibilities and insights into determinants of patient experience. Surveys queried subjects on their perceptions of select clinical care-related actions (CCAs) to assess discipline-specific and service-specific CCA ownership and valuation. Investigators surveyed 153 of 634 ED personnel. A total of 3047 responses to 3802 queries indicated that a specified CCA was 'always' (58.2%) or 'sometimes' (21.9%) the subject's responsibility. A total of 3645 of 3797 responses indicated the CCA specified was 'always' (84.2%) or 'sometimes' (11.8%) important to the patient experience. Twelve percent of subjects reported not being responsible for monitoring or correcting medical errors. After exposure to survey queries, subjects indicated changing or re-considering how they communicate with patients (28.1%), deliver clinical care (20.2%), and arrange disposition/follow-up (20.3%). ED personnel's perceptions of CCA ownership and importance to patient experience were assessed. Subjects reported detectable levels of anticipated job-related behavioral changes traceable to survey-embedded intervention.
authors.affiliation: Departments of Biomedical Engineering bEmergency Medicine, Alpert Medical School of Brown University, Providence, RI 02903, USA. LKobayashi@lifespan.org
authors.forename: Leo
authors.initials: L
authors.lastname: Kobayashi
authors.forename: Lynn A
authors.initials: LA
authors.lastname: Sweeney
authors.forename: Anna C
authors.initials: AC
authors.lastname: Cousins
authors.forename: Karina S
authors.initials: KS
authors.lastname: Bertsch
authors.forename: Fenwick G
authors.initials: FG
authors.lastname: Gardiner
authors.forename: Nicole M
authors.initials: NM
authors.lastname: Tomaselli
authors.forename: Robert M
authors.initials: RM
authors.lastname: Boss
authors.forename: Frantz J
authors.initials: FJ
authors.lastname: Gibbs
authors.forename: Gregory D
authors.initials: GD
authors.lastname: Jay
mesh_terms: D000328:Adult; D001291:Attitude of Health Personnel; D002983:Clinical Competence; D003697:Delphi Technique; D004636:Emergency Service, Hospital / Q000458:organization & administration*; D004638:Emergency Treatment / Q000379:methods; D005260:Female; D019538:Health Care Surveys; D006801:Humans; D020407:Internet; D007588:Job Satisfaction; D008297:Male; D008875:Middle Aged; D024802:Nurse's Role; D017063:Outcome Assessment, Health Care; D010348:Patient Care Team / Q000458:organization & administration*; D017060:Patient Satisfaction / Q000706:statistics & numerical data; D010819:Physician's Role; D018570:Risk Assessment; D011795:Surveys and Questionnaires; D014481:United States