Web survey and embedded intervention on emergency department personnel perceptions of role in patient experience.

Investigators examined emergency department (ED) personnel's perceived job responsibilities and insights into determinants of patient experience. Surveys queried subjects on their perceptions of select clinical care-related actions (CCAs) to assess discipline-specific and service-specific CCA ownership and valuation. Investigators surveyed 153 of 634 ED personnel. A total of 3047 responses to 3802 queries indicated that a specified CCA was 'always' (58.2%) or 'sometimes' (21.9%) the subject's responsibility. A total of 3645 of 3797 responses indicated the CCA specified was 'always' (84.2%) or 'sometimes' (11.8%) important to the patient experience. Twelve percent of subjects reported not being responsible for monitoring or correcting medical errors. After exposure to survey queries, subjects indicated changing or re-considering how they communicate with patients (28.1%), deliver clinical care (20.2%), and arrange disposition/follow-up (20.3%). ED personnel's perceptions of CCA ownership and importance to patient experience were assessed. Subjects reported detectable levels of anticipated job-related behavioral changes traceable to survey-embedded intervention.