Personalized Communication with Patients at the Emergency Department—An Experimental Design Study
Abstract
:1. Introduction
2. Materials and Methods
2.1. Ethics
2.2. Sample and Setting
2.3. Procedure
2.4. Instrument
2.5. Data Analysis
3. Results
3.1. Descriptive Analysis
3.2. Secondary Analysis
3.3. Estimation of ED Communication Model for Subgroups and PVI
4. Discussion
5. Conclusions
Author Contributions
Funding
Institutional Review Board Statement
Informed Consent Statement
Data Availability Statement
Acknowledgments
Conflicts of Interest
References
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Total Sample (n) | 112 | |
---|---|---|
Gender | Male | 48% |
Female | 52% | |
Age | 18–29 | 19% |
30–39 | 18% | |
40–49 | 17% | |
50–59 | 16% | |
60–69 | 23% | |
70–79 | 6% | |
80+ | 1% | |
Race | White | 81% |
Black/African American | 9% | |
Hispanic | 5% | |
Native American | 1% | |
Asian | 4% | |
Other | 1% | |
Marital status | Married | 47% |
Divorced | 21% | |
Never Married | 27% | |
Widow/Widower | 5% | |
Family income | <$20,000 | 16% |
$20,000 to $49,000 | 31% | |
$50,000 to $99,000 | 38% | |
$100,000 to $149,000 | 9% | |
$150,000 to $199,000 | 4% | |
>$200,000 | 2% | |
What is the highest degree or level of school you have completed? | Less than high school | 4% |
High school or equivalent | 28% | |
Some college | 21% | |
Associate Degree | 13% | |
Bachelor’s degree | 24% | |
Graduate Degree | 11% | |
How many people in your household including yourself? | 1 | 30% |
2 | 33% | |
3 | 10% | |
4 | 16% | |
5 | 6% | |
6 or more | 5% | |
What is the setting of where you live? | City/Urban | 35% |
Suburban | 40% | |
Rural | 25% | |
Approximately how many visits to an Emergency Department have you had in the past year? | 1–2 | 49% |
3–4 | 27% | |
5–6 | 14% | |
>6 | 10% |
Category A: Empathy | |
A1 | Clinicians care about me as a person |
A2 | Clinicians are concerned about my comfort |
A3 | Clinicians ask about my condition |
A4 | Clinicians are courteous when they take my information |
A5 | Clinicians monitor my condition |
A6 | Clinicians are empathic |
Category B: Provide Information | |
B1 | Clinicians keep me informed |
B2 | Clinicians are clear |
B3 | Clinicians explain things to me |
B4 | Clinicians keep my family informed |
B5 | Clinicians keep me informed about delays |
B6 | Clinicians provide me with concise written discharge instructions |
Category C: Interpersonal skills | |
C1 | Clinicians carefully listen to me |
C2 | Clinicians addresses my needs |
C3 | Clinicians are discreet...respect my privacy |
C4 | Clinicians show interest in me as a person |
C5 | Clinicians pay attention to pain control |
C6 | Clinicians respond patiently and promptly |
Category D: Comfort | |
D1 | Clinicians make efforts to minimize my wait time |
D2 | Clinicians allow family and friends to sit with me |
D3 | Clinicians move me through the process as quickly as possible |
D4 | Clinicians move me quickly to the treatment area |
D5 | Clinicians assure that I am comfortable in the waiting area |
D6 | Clinicians see me quickly after my arrival |
Category E: Encouraging questions, Avoiding Jargon and Role Clarity | |
E1 | Clinicians reframe from using medical jargon |
E2 | Clinicians maintain a calm and quiet setting |
E3 | Even from the start...I always know the role of the clinician in my room |
E4 | Clinicians treat me gently during exam |
E5 | Clinicians are experienced making me comfortable about procedures |
E6 | Clinicians encourage me to ask questions |
Category F: Bedside Manner | |
F1 | Clinicians are courteous to my family and friends |
F2 | Clinicians are attentive even in cases of long waiting times |
F3 | Clinicians address my physical AND mental states |
F4 | Clinicians guarantee privacy of my personal information |
F5 | Clinicians are compassionate |
F6 | Clinicians are there to help me |
Message by Descending Part Worth Contribution | Coefficient | Standard Error | T Statistic | p-Value |
---|---|---|---|---|
Additive constant | 85 | 4.0 | 21 | 0.0 |
Experienced clinicians so you are comfortable | 2.5 | 1.9 | 1.3 | 0.2 |
Clinicians reframe from using medical jargon | 2.3 | 1.9 | 1.2 | 0.2 |
Clinicians ask about your condition | 2.3 | 1.9 | 1.2 | 0.2 |
Clinicians see me quickly after my arrival | 2.2 | 1.9 | 1.1 | 0.3 |
Clinicians explain things to me | 2.1 | 1.0 | 1.1 | 0.3 |
Clinicians guarantee privacy of personal information | 2.0 | 1.0 | 1.0 | 0.3 |
Clinicians treat me gently during exam | 1.9 | 1.2 | 1.0 | 0.3 |
Clinicians are concerned about my comfort | 1.3 | 2.0 | 0.6 | 0.5 |
Clinicians assure I am comfortable | 1.1 | 2.0 | 0.6 | 0.6 |
Clinicians are compassionate | 1.1 | 2.0 | 0.6 | 0.6 |
Clinicians allow family and friends to sit with me | 1.1 | 1.9 | 0.6 | 0.6 |
Clinicians move me quickly to the treatment area | 1.0 | 1.9 | 0.5 | 0.6 |
Clinicians are clear | 0.9 | 2.0 | 0.5 | 0.6 |
Clinicians care about me as a person | 0.9 | 2.0 | 0.5 | 0.7 |
Clinicians make efforts to minimize my wait | 0.6 | 1.9 | 0.3 | 0.8 |
Clinicians are empathic | 0.6 | 2.0 | 0.3 | 0.8 |
Clinicians keep me informed about delays | 0.5 | 2.0 | 0.2 | 0.8 |
Clinicians carefully listen...show interest in me | 0.4 | 2.0 | 0.2 | 0.8 |
Clinicians maintain a calm and quiet setting | 0.1 | 2.0 | 0.1 | 1.0 |
Clinicians encourage me to ask questions | −0.3 | 1.9 | −0.2 | 0.9 |
Clinicians are helpful | −0.3 | 2.0 | −0.2 | 0.9 |
Clinicians are clear | −0.4 | 2.0 | −0.2 | 0.9 |
Clinician addresses both my physical & mental states | −0.4 | 2.0 | −0.2 | 0.8 |
Clinicians keep me informed | −0.5 | 2.0 | −0.3 | 0.8 |
Clinicians address my needs | −0.5 | 2.0 | −0.3 | 0.8 |
Family and friends are kept informed of the care plan | −0.7 | 2.0 | −0.3 | 0.7 |
Clinicians are courteous | −0.8 | 2.0 | −0.4 | 0.7 |
Even from the start... I always know the role of the clinician in my room | −1.1 | 2.0 | −0.5 | 0.6 |
Clinicians carefully attend to pain control | −1.1 | 2.0 | −0.5 | 0.6 |
I know clinicians are there to help me | −1.4 | 2.0 | −0.7 | 0.5 |
Clinicians are courteous with my family and friends | −1.5 | 1.9 | −0.8 | 0.4 |
Clinicians are discreet...respect my privacy | −1.5 | 2.0 | −0.8 | 0.4 |
Clinicians provide me with clear and concise written discharge instructions | −1.6 | 2.0 | −0.8 | 0.4 |
Clinicians are courteous when taking my personal information | −2.1 | 2.0 | −1.1 | 0.3 |
Clinicians respond patiently and promptly | −2.7 | 2.0 | −1.4 | 0.2 |
Clinicians are attentive even in cases of long waiting times | −3.2 | 2.0 | −1.6 | 0.1 |
MS1 | MS2 | MS3 | |
---|---|---|---|
Base size | 38 | 38 | 36 |
Additive constant | 44 | 56 | 29 |
Segment 1—They pay attention to me and make me feel comfortable | |||
Clinicians carefully listen...show interest in me as a person | 8 | 0 | 5 |
Clinicians allow family and friends to sit with me | 6 | −7 | −1 |
Segment 2—They control my pain and respect my privacy | |||
Clinicians carefully attend to pain control | 0 | 0 | 8 |
Clinicians are discreet...respect my privacy | −1 | −2 | 7 |
Segment 3—They know what they are doing, and are professional about it | |||
Clinicians explain things to me | 2 | 6 | −3 |
Even from the start... I always know the role of the clinician in my room | −7 | 9 | 0 |
Clinicians are compassionate | 1 | 6 | −4 |
Clinicians keep me informed | 2 | 6 | −4 |
Clinicians are concerned about my comfort | 4 | 6 | −6 |
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Gabay, G.; Gere, A.; Zemel, G.; Moskowitz, H. Personalized Communication with Patients at the Emergency Department—An Experimental Design Study. J. Pers. Med. 2022, 12, 1542. https://doi.org/10.3390/jpm12101542
Gabay G, Gere A, Zemel G, Moskowitz H. Personalized Communication with Patients at the Emergency Department—An Experimental Design Study. Journal of Personalized Medicine. 2022; 12(10):1542. https://doi.org/10.3390/jpm12101542
Chicago/Turabian StyleGabay, Gillie, Attila Gere, Glenn Zemel, and Howard Moskowitz. 2022. "Personalized Communication with Patients at the Emergency Department—An Experimental Design Study" Journal of Personalized Medicine 12, no. 10: 1542. https://doi.org/10.3390/jpm12101542