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
| Identifer | oai:union.ndltd.org:netd.ac.za/oai:union.ndltd.org:up/oai:repository.up.ac.za:2263/61673 |
| Date | January 2017 |
| Creators | van Rooy, Leanne |
| Contributors | Heyns, Tanya, leannevanrooy@gmail.com, Van Eeden, I.E. |
| Publisher | University of Pretoria |
| Source Sets | South African National ETD Portal |
| Language | English |
| Detected Language | English |
| Type | Dissertation |
| Rights | © 2017 University of Pretoria. All rights reserved. The copyright in this work vests in the University of Pretoria. No part of this work may be reproduced or transmitted in any form or by any means, without the prior written permission of the University of Pretoria. |
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