Use of Information Dispensing in the Emergency Department to Improve Patient Satisfaction and Reduce Leave-Without-Treatment Rates: A Quality Improvement Project

Abstract

Ineffective communication between healthcare professionals and patients results in decreased patient perceptions regarding the quality of care received and contributes to reduced patient satisfaction, negative patient care outcomes, and decreased compliance with treatment recommendations. A microsystem assessment completed within a rural region trauma transfer facility identified a need for improved communication between clinicians and patients to improve patient satisfaction. Information dispensing is a form of intentional knowledge sharing between healthcare professionals and patients used to proactively engage patients and improve patient satisfaction. Review of the literature identified contributing factors to patients who sought care in the emergency department (ED) and reported low patient satisfaction or left-without-treatment (LWOT) such as inadequate communication, unmet expectations, and negative patient-clinician interactions. The literature supported the use of a patient-information-leaflet (PIL) in the ED as a sustainable and cost-effective method to communicate commonly sought information requested by patients to improve patient satisfaction and reduce LWOT rates.