Year: 2026 | Month: April-June | Volume: 10 | Issue: 2 | Pages: 78-90
DOI: https://doi.org/10.52403/gijash.20260210
Enhancing Patient Experience in the Emergency Department of a Secondary Care Hospital in North-East India - A Pilot Study
Laishram Vidyalakshmi1, Avikhrieu Kaco2
1Department of Emergency Medicine, 2Department of Medical Surgical Nursing,
College of Nursing, CIHSR, Chumoukedima, Nagaland, India.
Corresponding Author: Laishram Vidyalakshmi
ABSTRACT
The emergency department (ED) of the selected secondary care hospital of Northeast India plays a critical role in delivering acute care services to the people of the state and the neighbouring states. However, challenges such as overcrowding, communication gaps and delays in care processes can negatively influence patient experience despite strong clinical delivery. This study aimed to assess patient experience in ED, identify key determinants of satisfaction and explore patient-perceived interventions to enhance overall care experience. A mix method design was adopted. Quantitative data were collected using structured patient satisfaction surveys from 33 participants and qualitative data were obtained through semi structured interviews with 8 patients. Descriptive statistics were used for quantitative analysis while thematic analysis was conducted for qualitative data. The findings of the study revealed high levels of satisfaction with staff behaviour, professionalism and clinical care, with over 90% patients reporting positive experiences in these domains. However, significant gaps were identified in communication, particularly regarding test results (42.4%) and cost transparency (24.2%) one key concern that emerged was waiting time especially for patients with perceived serious conditions. Qualitative analysis highlighted themes of compassionate care, strong teamwork and overall satisfaction, alongside concerns about delays and limited communication during waiting periods. While the ED demonstrates strong interpersonal care and clinical competence, patient experience is hindered by communication gaps and perceived delays. Overall Interventions focussing on structured communication, transparency in costs, proactive updates during waiting periods are likely to yield significant improvements. Strengthening these areas while leveraging existing staff strengths can transform patient experience from satisfactory to exceptional.
Keywords: Patient experience, Emergency department, Patient satisfaction, Triaging, Waiting time, Communication
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