Improving Patient and Visitor Understanding of an Emergency Department's Workflow

Patients often arrive at emergency departments (EDs) stressed and confused about the ED's care process, exacerbating their anxiety and complicating care delivery. This lack of understanding, coupled with long wait times, has led to dissatisfaction and patients leaving without treatment. Current practices fail to systematically communicate the ED workflow to patients, highlighting a critical need for evidence-based communication strategies to improve patient care. Methods The study began with observations and reviews of existing ED communication materials, supplemented by a literature search on the benefits of information sharing for patient satisfaction. A physical poster outlining the ED workflow was designed for display. The intervention's impact was evaluated through changes in patient satisfaction survey responses and rates of patients leaving without being treated (LWBT). Results Prior to the intervention, 79.7% of survey respondents stated that signage would improve communication of the care process. The primary intervention, the poster, is anticipated to demonstrate improved patient satisfaction and reduced LWBT rates when launched. Conclusions Introducing ED workflow posters is expected to boost patient understanding and satisfaction while reducing LWBT rates. This low-cost, patient-centric approach underscores the importance of clear communication in healthcare. Future studies should validate and expand these findings.