What do you see?
- Are there any trends over time at the emergency department(s) where you work or would be most likely to visit?
- Are there differences in patient experiences between hospitals of the same type (e.g., Large Urban)?
Whether you’re a patient, provider, or health system administrator, thinking about why these differences might exist can start conversations and lead to solutions for improved quality of healthcare.
Understanding “patients’ experiences with staff introductions”
Surveying patients about their experiences in the emergency department provides a voice for patients about the quality of their care.
The HQCA asked emergency department patients:
- During this emergency department visit, how often did nurses introduce themselves to you? Doctors?
Patients could choose “never”, “sometimes”, “usually”, or “always”. Only the “always” responses are included in the chart above.
The relationship patients have with their care provider starts with an introduction – the simple act of the caregiver giving their name and describing their role in providing the patient’s care. Whether the healthcare interaction between the provider and patient is brief, or over an extended period of time, starting with an introduction can build trust and improve patients’ overall experience.
This chart reports on the frequency of introductions from emergency department nurses and doctors because they are the most common healthcare providers in the emergency department. However, patients’ experiences can benefit when all types of healthcare providers and hospital staff introduce themselves.
Understanding the HQCA’s emergency department patient experience survey
Every two weeks, the HQCA conducts a telephone survey with a random sample of patients from each of the 16 emergency departments reported on this website. The patient input collected in the surveys is then analyzed by the HQCA and the results of the question above, and six others, are uploaded to this website every quarter (three months). See our methodology page to learn more about the survey methodology.
Results from April to July 2016 are not reported for the Northern Lights Regional Health Centre due to the forest fire that affected Fort McMurray and forced the closure of the Northern Lights Regional Health Centre.
Results for November 2019 to June 2020 are not available for the University of Alberta Hospital and the Stollery Children’s Hospital.
The Health Quality Council of Alberta uses the Alberta Quality Matrix for Health as a way of organizing information and thinking around the complexity of the healthcare system. This measure can be used as input to assess the emergency department’s performance in these dimensions of quality:
Dimensions of Quality