Online Survey Shows How Staff Perceptions of Their Roles Impact Patient Satisfaction

A web-based survey was used to determine emergency department personnel's perceived duties, which can lead to overlooked aspects of patient care and affect patient satisfaction.

Researchers at Rhode Island Hospital in Providence designed an online survey to obtain information about perceived roles in three primary categories: communication and rapport, direct clinical care and disposition/follow-up.

 

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"Understanding who actively takes responsibilities for the key actions that are expected to contribute to a positive patient experience would enable 'mapping' of staff members' perceived domains of individual responsibility," the authors wrote. "Such mapping could then reveal 'dead zones' that fall outside of perceived staff duties, thereby identifying target areas for improvement."

The researchers found that of 153 respondents (117 primary ED care providers and 36 support staff), most respondents generally considered the majority of clinical care activities to be part of their individual duties, with moderate exceptions for those related to patient disposition and follow-up.

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