Co-designing patient-centred communication in an Emergency Department

• Main Author: van Rooy, Leanne
• Other Authors: Heyns, Tanya
• Language: en
• Published: University of Pretoria 2017
• Subjects: UCTD; Patient-centredness; Patient-centred communication; Communication; Experience-based co-design
• Online Access: http://hdl.handle.net/2263/61673; van Rooy, L 2017, Co-designing patient-centred communication in an Emergency Department, MCur Dissertation, University of Pretoria, Pretoria, viewed yymmdd <http://hdl.handle.net/2263/61673>

Introduction: Patient-centred communication is vital to ensure a good patient experience in the emergency department. Visits to the emergency department leave patients disillusioned regarding the communication experienced and this increases patient dissatisfaction. There is a need to put the "patient" back in communication in order to make it more patient-centred and provide the patient the opportunity to voice their individual needs pertaining to patient-centred communication. The aim of the study was to co-design patient-centred communication in an emergency department. In order to reach the aim of the study the following objectives were set: To explore current communication in an emergency department as experienced by patients and healthcare professionals. To collaboratively co-design strategies to enhance patient-centred communication in an emergency department. Research design and methods: An Experience-based Co-design has been used. Unstructured observation was done to observe existing communication in the emergency department. Patients have told their stories through narrative-based film interviews and healthcare professionals have been interviewed to share their experiences regarding communication in the emergency department. The observation notes and interviews have been shared during a Co-design event. Patients and healthcare professionals have collaboratively analysed the data to identify key touch points and co-design strategies to enhance patient-centred communication in the emergency department. Results: Three (3) key touch points were identified namely; professionalism, communication and daily focus. The patients and healthcare professionals were equal partners to change the communication culture in the emergency department to be more patient-centred. This may lead to positive patients' experiences with an increase in patient satisfaction. Conclusion: The ultimate goal of this study was to raise awareness relating existing communication in the emergency department and collaboratively plan strategies to work towards patient-centred communication. === Dissertation (MCur)--University of Pretoria, 2017. === Nursing Science === MCur === Unrestricted