Background: Active listening of caregivers to the patients and involving them in decisions about their condition can significantly enhance the treatment outcome and patient experience.
Objectives: To investigate patients’ experience regarding the quality of communication with their doctors in the emergency department (ED).
Method: This was a cross-sectional, observational, survey-based study. Data were collected from adult patients attending the King Faisal Specialist Hospital ED before their final disposition (admission or discharge) using a self-administered 14-item questionnaire.
Results: A total of 558 patients took part in this study. More than 90% of the participants state that the doctors listened to them carefully were generally respectful, answered all of their questions and concerns, and the doctors had a reassuring attitude and way of talking. While the patients were encouraged to express what bothered them, they could understand what the doctor explained about their condition. Around 80% reported that the doctor explained to them the positive and negative aspects of their treatment plan, they were involved in the decision of the treatment plan, and they felt that they have been understood. Out of 28 points, the mean ± standard deviation communication score was 25.7 ± 4.5 points.
Conclusion: The vast majority of participants reported positive experiences regarding communication in the ED. However, some areas for improvement were identified such as the importance of explaining the positive and negative aspects of the treatment plans to the patients and involving them in the decision of their treatment plans.
Key words: Emergency medicine, clinician-patient communication, patient involvement, patient-centered care, quality of care.
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