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Personalized Communication with Patients at the Emergency Department—An Experimental Design Study

Communication of clinicians at the emergency department is a barrier to patient satisfaction due to lack of human connection, lack of control over the situation, low health literacy, deficient information, poor support at a time of uncertainty all affecting perceived quality of care. This explorativ...

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Detalles Bibliográficos
Autores principales: Gabay, Gillie, Gere, Attila, Zemel, Glenn, Moskowitz, Howard
Formato: Online Artículo Texto
Lenguaje:English
Publicado: MDPI 2022
Materias:
Acceso en línea:https://www.ncbi.nlm.nih.gov/pmc/articles/PMC9605307/
https://www.ncbi.nlm.nih.gov/pubmed/36294684
http://dx.doi.org/10.3390/jpm12101542
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author Gabay, Gillie
Gere, Attila
Zemel, Glenn
Moskowitz, Howard
author_facet Gabay, Gillie
Gere, Attila
Zemel, Glenn
Moskowitz, Howard
author_sort Gabay, Gillie
collection PubMed
description Communication of clinicians at the emergency department is a barrier to patient satisfaction due to lack of human connection, lack of control over the situation, low health literacy, deficient information, poor support at a time of uncertainty all affecting perceived quality of care. This explorative study tests drivers of patient satisfaction with communication of clinicians at the emergency department. The sample comprises 112 Americans from the New York greater area, who visited an emergency department in the past year. A conjoint-based experimental design was performed testing six messages in six categories. The categories encompass acknowledged aspects of communication with health providers enabling to compare among them when exploring communication at the ED by patient preferences. Respondents rated messages by the extent to which it drives their satisfaction with communication of clinicians at the emergency department. Based on the similarity of patients’ response patterns to each message, three significantly distinct mindsets of patient preferences regarding communication exchanges with clinicians at the emergency department emerged. Different conduct and communication messages drive the satisfaction of members of each mindset with the communication of clinicians at the emergency department. The strong performing messages for one mindset are irrelevant for members of other mindsets. Clinicians may identify the patient-belonging to a mindset and communicate using mindset-tailored messages. This novel strategy may enable clinicians to implement patient-centered communication, by mindset, promoting patient satisfaction and enabling clinicians to better cope with patients in the chaotic emergency department environment.
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spelling pubmed-96053072022-10-27 Personalized Communication with Patients at the Emergency Department—An Experimental Design Study Gabay, Gillie Gere, Attila Zemel, Glenn Moskowitz, Howard J Pers Med Article Communication of clinicians at the emergency department is a barrier to patient satisfaction due to lack of human connection, lack of control over the situation, low health literacy, deficient information, poor support at a time of uncertainty all affecting perceived quality of care. This explorative study tests drivers of patient satisfaction with communication of clinicians at the emergency department. The sample comprises 112 Americans from the New York greater area, who visited an emergency department in the past year. A conjoint-based experimental design was performed testing six messages in six categories. The categories encompass acknowledged aspects of communication with health providers enabling to compare among them when exploring communication at the ED by patient preferences. Respondents rated messages by the extent to which it drives their satisfaction with communication of clinicians at the emergency department. Based on the similarity of patients’ response patterns to each message, three significantly distinct mindsets of patient preferences regarding communication exchanges with clinicians at the emergency department emerged. Different conduct and communication messages drive the satisfaction of members of each mindset with the communication of clinicians at the emergency department. The strong performing messages for one mindset are irrelevant for members of other mindsets. Clinicians may identify the patient-belonging to a mindset and communicate using mindset-tailored messages. This novel strategy may enable clinicians to implement patient-centered communication, by mindset, promoting patient satisfaction and enabling clinicians to better cope with patients in the chaotic emergency department environment. MDPI 2022-09-20 /pmc/articles/PMC9605307/ /pubmed/36294684 http://dx.doi.org/10.3390/jpm12101542 Text en © 2022 by the authors. https://creativecommons.org/licenses/by/4.0/Licensee MDPI, Basel, Switzerland. This article is an open access article distributed under the terms and conditions of the Creative Commons Attribution (CC BY) license (https://creativecommons.org/licenses/by/4.0/).
spellingShingle Article
Gabay, Gillie
Gere, Attila
Zemel, Glenn
Moskowitz, Howard
Personalized Communication with Patients at the Emergency Department—An Experimental Design Study
title Personalized Communication with Patients at the Emergency Department—An Experimental Design Study
title_full Personalized Communication with Patients at the Emergency Department—An Experimental Design Study
title_fullStr Personalized Communication with Patients at the Emergency Department—An Experimental Design Study
title_full_unstemmed Personalized Communication with Patients at the Emergency Department—An Experimental Design Study
title_short Personalized Communication with Patients at the Emergency Department—An Experimental Design Study
title_sort personalized communication with patients at the emergency department—an experimental design study
topic Article
url https://www.ncbi.nlm.nih.gov/pmc/articles/PMC9605307/
https://www.ncbi.nlm.nih.gov/pubmed/36294684
http://dx.doi.org/10.3390/jpm12101542
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