Unmh Emergency Department Case Study

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We examined the effect of a Patient Liaison in the UNMH Emergency Department (ED) waiting room. The Liaison provided patients with information about average ED wait times and general processes upon request. All ED patients were later surveyed about their satisfaction and understanding of their experience of care. Patients who spoke to the Liaison in the waiting room did not report a significant difference in their satisfaction. However, we found a negative relationship between time spent in the waiting room and patient satisfaction (p < 0.001) and a positive relationship between patient understanding and satisfaction (p < 0.001). This data suggests that a more active intervention targeting patients with the longest waiting room times and

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