title: How well informed are patients when leaving the emergency department? comparing information provided and information retained.
abstract: OBJECTIVE
  Patients discharged from the emergency department (ED) should be informed comprehensively and accurately about the diagnosis, future examinations and follow-up care. This study investigates: (1) how comprehensively patients are informed by physicians on discharge; (2) how accurately patients remember this information after discharge; (3) how well informed overall patients leave the ED; and (4) whether informedness relates to patient satisfaction.
  
  
  METHODS
  This study compares: (1) information given during discharge conversations, based on audio recordings of the conversations, with (2) accuracy of patient recall of this information, based on postdischarge interviews. During these interviews, the authors also assessed (3) amount and accuracy of information provided during treatment. Furthermore, the authors obtained (4) satisfaction ratings by physicians and patients. Data were collected for 96 patients during 20 shifts.
  
  
  RESULTS
  Sufficient information was provided in 83% of discharge conversations. Patients correctly recalled 82% of information received about diagnosis, 56% about examinations planned and 72% about follow-up treatments. Information related to medication was most prone to forgetting or distortion. Altogether, 43% of the patients left the ED correctly informed about diagnosis, planned examinations and follow-up. Patient satisfaction ratings were high (mean 4.7 on a 5-point Likert Scale) and not related to informedness of the patient.
  
  
  CONCLUSIONS
  Patients had important information deficits when leaving the ED, and information transmission needs to be improved. The physician-patient discharge conversation seems an ideal opportunity for enhancing patient informedness. Standardisation of discharge procedures and training physicians in how to ensure that patients actually understand the information provided are needed.
authors.affiliation: Institut de Psychologie du Travail et des Organisations, Université de Neuchâtel, Rue Emile-Argand 11, Neuchâtel CH-2000, Switzerland. yvonne.bogenstaetter@unine.ch
authors.forename: Hans
authors.initials: H
authors.lastname: Marty
authors.forename: Yvonne
authors.initials: Y
authors.lastname: Bogenstätter
authors.forename: Gabriela
authors.initials: G
authors.lastname: Franc
authors.forename: Franziska
authors.initials: F
authors.lastname: Tschan
authors.forename: Heinz
authors.initials: H
authors.lastname: Zimmermann
mesh_terms: D000328:Adult; D001291:Attitude of Health Personnel; D003142:Communication; D004636:Emergency Service, Hospital; D005260:Female; D006801:Humans; D008297:Male; D008875:Middle Aged; D010351:Patient Discharge / Q000592:standards*; D010353:Patient Education as Topic / Q000592:standards*; D017060:Patient Satisfaction; D010817:Physician-Patient Relations