The patient experience in the emergency department: A systematic synthesis of qualitative research

Gordon, Jane; Sheppard, Lorraine A.; Anaf, Sophie

doi:10.1016/j.ienj.2009.05.004

« Previous Next »International Emergency Nursing
Volume 18, Issue 2 , Pages 80-88, April 2010

The patient experience in the emergency department: A systematic synthesis of qualitative research

Jane Gordon, B Physiotherapy (Honours) (Physiotherapist)
- School of Health Sciences, University of South Australia, City East Campus, North Terrace, Adelaide 5000, Australia
- Tel.: +61 8 8223 3057, mobile: +61 427 182 823; fax: +61 8 8302 2766.
Lorraine A. Sheppard, B App. Sc. (Physiotherapy), MBA, PhD (Professor)
- School of Health Sciences, University of South Australia, City East Campus, North Terrace, Adelaide 5000, Australia
- James Cook University, Discipline of Physiotherapy, School of Public Health, Tropical Medicine and Rehabilitation Sciences, Townsville, QLD 4811, Australia
- Corresponding author. Address: School of Health Sciences, University of South Australia, Adelaide 5000, Australia. Tel.: +61 8 8302 2424, mobile: +61 419 038 441; fax: +61 8 8302 2766.
Sophie Anaf, B Physiotherapy (Honours), PhD (Physiotherapist)
- James Cook University, Discipline of Physiotherapy, School of Public Health, Tropical Medicine and Rehabilitation Sciences, Townsville, QLD 4811, Australia
- Tel.: +61 7 4781 6303; fax: +61 7 4781 6868.

Received 20 October 2008; received in revised form 19 May 2009; accepted 25 May 2009.

Abstract

The aim of this study was to systematically review qualitative literature published between 1990 and 2006 exploring the patient experience within the emergency department (ED) with the intent of describing what factors influence the patient experience. Twelve articles were retrieved following combination of key words using five databases. The overarching categories developed from this integration of literature were; emotional impact of emergency, staff–patient interactions, waiting, family in the emergency department, and emergency environment. The patient experience issue given most emphasis by the articles under review was the caring or lack of caring regarding the patients’ psychosocial and emotional needs. This was in contrast to the culture of the ED which emphasised “medical–technical” skill and efficiency. Satisfaction studies need to understand many factors and influences, qualitative methodologies have the ability to do so.

Keywords: Patient experience, Patient perceptions, Patient satisfaction, Emergency department, Review, Synthesis