A large-scale study conducted by researchers from the Regenstrief Institute and the Indiana University School of Medicine has identified several factors that impact patient experiences in emergency departments (EDs). These include the level of pain a patient reports upon arrival, the use of hallway beds, and the administration of radiology studies. Each factor was associated with different aspects of the patient’s experience, providing new insights into how ED practices influence patient satisfaction.
The study, based on tens of thousands of observations, highlighted that the amount of pain patients experience when they enter the ED plays a crucial role in shaping their overall experience. Regardless of how promptly or effectively their pain was treated, patients who arrived in more severe pain tended to report poorer experiences. The correlation between initial pain and patient experience underscores the importance of managing pain early in the ED visit to improve patient satisfaction.
In addition to pain levels, the use of hallway beds, which are often deployed during high patient volumes, was also associated with less positive patient experiences. Although hallway beds are designed to alleviate overcrowding and reduce wait times, patients placed in these temporary beds tended to report less favorable experiences, regardless of how quickly they received treatment.
On the other hand, patients who underwent radiology studies, such as X-rays, CT scans, ultrasounds, or MRIs, generally reported more positive experiences. This suggests that additional diagnostic procedures may provide reassurance to patients and enhance their perception of care. The study’s authors hypothesize that these procedures may signal a more thorough and patient-centered approach to care, especially if they are ordered following a comprehensive medical history and examination.
One of the key findings of the study is that these factors—pain levels, hallway bed usage, and radiology tests—may serve as indirect indicators of the quality of interpersonal care. For instance, patients in hallway beds may experience rushed communication with clinicians due to the fast-paced environment, while those who receive radiology studies may feel that their concerns are being taken more seriously.
The study, which included data from 58,622 patient visits to 13 EDs in Indiana, emphasizes the complexity of patient satisfaction in emergency care. “EDs are often busy and stressful environments,” said Dr. Paul Musey, Jr., senior author of the study. “But understanding the underlying factors that affect patient experience can help EDs improve both their operational practices and clinical care.”
Dr. Diane Kuhn, the study’s first author, also noted the importance of involving patients in future research to better understand their needs and preferences. “We need to figure out how to best serve diverse patient needs,” she said. “What works for one patient may not work for another. Collaborating with patients and clinicians is key to improving the patient experience in the ED.”
The findings are crucial for the ongoing improvement of ED services, particularly as emergency departments continue to face high demand, exacerbated by seasonal surges like flu outbreaks. The study’s insights into pain management, hallway bed usage, and diagnostic testing could help healthcare providers refine their approaches to care, ensuring better patient outcomes and higher satisfaction.
The study, titled “Use of Hallway Beds, Radiology Studies, and Patients in Pain on Arrival to the Emergency Department Are Associated With Patient Experience,” was published in Annals of Emergency Medicine. It was funded by the Ralph W. and Grace M. Showalter Research Trust and the IU School of Medicine.
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