Report
Service quality and communication in emergency department waiting rooms: case studies at four New South Wales hospitals
Southern Cross University
05/2011
Metrics
57 Record Views
Abstract
Public concerns about service quality and communication in emergency departments (EDs) have arisen from recent critical incidents in New South Wales (NSW) hospitals and the
subsequent investigations and reports into such incidents. This report presents the aims, methods and findings of a study designed to better understand and improve service quality in NSW EDs, with a particular focus on factors affecting communication between staff, and between staff and patients and those accompanying patients in Emergency Department
Waiting Rooms (EDWRs). The literature review and findings suggest examples of good practice. Recommendations are made about how to improve service quality and communication in EDWRs.
Details
- Title
- Service quality and communication in emergency department waiting rooms: case studies at four New South Wales hospitals
- Creators
- John M Jenkins - Southern Cross UniversityEda Calabria - Southern Cross UniversityJohan Richard Edelheim - Southern Cross UniversityJulie Hodges - Southern Cross UniversityKevin Markwell - Southern Cross UniversityMaree Walo - Southern Cross UniversityPaul Weeks - Southern Cross UniversityMieke Witsel - Southern Cross University
- Publisher
- Southern Cross University; Lismore, NSW
- Number of pages
- 138
- Identifiers
- 2650; 991012821375102368
- Academic Unit
- Centre for Gambling Education and Research; Faculty of Business, Law and Arts; Faculty of Education; School of Business and Tourism; School of Health and Human Sciences; Office of Deputy Vice Chancellor, Academic; Emeritus Faculty; National Centre for Flood Research; The Hotel School
- Language
- English
- Resource Type
- Report