PATIENT COMMUNICATION IN THE TGH RAPID ASSESSMENT ZONE
Improving patient satisfaction with ED communication and decreasing patient anxiety at the TGH RAZ.
Patient-provider communication in the emergency department (ED) faces a multitude of challenges including brevity and uncertainty, and the rapid assessment zone (RAZ) at Toronto General Hospital (TGH) is no exception. We sought to increase patient satisfaction with ED communication and decrease patient anxiety at the TGH RAZ. We hypothesized that this could be improved through improved communication related to the processes and wait times relating to patients’ ED visits. We engaged our clinicians and patients through surveys and focus groups. Based on their input, we produced a bundle of three interventions: 1) A clinician communication tool; 2) A patient information brochure; and 3) A waiting room information slide show to be projected on a TV screen. After a period of baseline measurement and after each intervention, we noted a statistically significant improvement in both of our aims. Please see attached documents for details on the project and its results.
Team members: Lucas Chartier, Deb Davies, Sherri Broome, Victoria Woolner, Jackie Avelino
Term of project: January- May 2018