Capturing Real-Time Emergency Department Sentiment: A Feasibility Study Using Touch-Button Terminals - 28/05/20
, Lauren Hahn, BFA b, c, Arthur Pelullo, MS b, c, Roy Rosin, MBA c, Raina M. Merchant, MD, MSHP a, b, cAbstract |
Study objective |
Providing care in emergency departments (EDs) affects patients and providers. Providers experience high rates of work-related stress. Little is known about the feasibility of measuring real-time sentiment within busy clinical environments. We test the feasibility of measuring sentiment with touch-button terminals in an academic, urban ED.
Methods |
Terminals offered a choice of 4 sentiment buttons (very positive, positive, negative, and very negative). They were placed central to physician workstations, nursing workstations, and the patient exit. Pearson correlation coefficients (r) were calculated to estimate correlation between sentiment and volume metrics (arrivals, length of stay, waiting patients, and number of boarding patients) over time.
Results |
A total of 13,849 sentiments were recorded (June 2018 to October 2018); 9,472 came from providers (52.6% nursing) and 4,377 from patients. The majority of provider sentiments were negative (58.7%). Negative provider sentiment was associated with increasing number of patients waiting to be seen (r=0.45) and boarding (r=0.68). Positive provider sentiment was associated with increasing numbers of patients who left without being seen (r=0.48). Increased boarding was associated with more recorded sentiments (r=0.73). Negative patient sentiment was associated with increasing number waiting (r=0.55), boarding (r=0.67), and leaving without being seen (r=0.46).
Conclusion |
This study demonstrates the feasibility of a novel approach to measuring “on-shift” sentiment in real time and provides a sample comparison to traditional volume metrics.
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| Please see page 728 for the Editor’s Capsule Summary of this article. |
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| Supervising editor: Megan L. Ranney, MD, MPH. Specific detailed information about possible conflict of interest for individual editors is available at editors. |
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| Author contributions: AKA, LH, and RR conceived the study, designed the trial, and supervised the conduct of the trial and data collection. AKA and AP provided statistical advice on study design and analyzed the data. AKA drafted the article, and all authors contributed substantially to its revision. AKA takes responsibility for the paper as a whole. |
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| All authors attest to meeting the four ICMJE.org authorship criteria: (1) Substantial contributions to the conception or design of the work; or the acquisition, analysis, or interpretation of data for the work; AND (2) Drafting the work or revising it critically for important intellectual content; AND (3) Final approval of the version to be published; AND (4) Agreement to be accountable for all aspects of the work in ensuring that questions related to the accuracy or integrity of any part of the work are appropriately investigated and resolved. |
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| Funding and support: By Annals policy, all authors are required to disclose any and all commercial, financial, and other relationships in any way related to the subject of this article as per ICMJE conflict of interest guidelines (see www.icmje.org). The authors have stated that no such relationships exist. |
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| A podcast for this article is available at www.annemergmed.com. |
Vol 75 - N° 6
P. 727-732 - juin 2020 Retour au numéro
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