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Title Improving the patient’s emotional experience of emergency department visits
Publication Date
Date Accessioned
Degree M.F.A.
Discipline/Department Art and Design
Degree Level thesis
University/Publisher University of Illinois – Urbana-Champaign
Abstract Despite healthcare in the United States being a multi-trillion-dollar industry, the service that patients receive is falling short of expectations. With the passing of the Affordable Care Act, customer satisfaction scores are becoming a larger part of the hospital rankings nationwide and impacting their reimbursement from insurance companies. With a population of 325 million in the United States, there are a staggering 130 million ED visits each year (CDC and Prevention, 2013). There is no single specific user group for hospitals. Patients are young and old, come from every nationality and range in income and education. It is a place we all want to avoid, but almost every single person has an ED experience in their lifetime. We cannot eliminate health crises from happening, but we can improve the treatment experience. The Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) is a nationwide required survey that measures the patient perspective of their hospitals experience. Here are four examples of the thirty-two-question survey. 1) During this hospital stay, how often did nurses treat you with courtesy and respect? 3) During this hospital stay, how often did the nurses explain things in a way you could understand? 6) During this hospital stay, how often did doctors listen carefully to you? 20) During this hospital stay, did you get information in writing about what symptoms or health problems to look out for after you left the hospital? The Emergency Department of a hospital is a facility used to treat unplanned medical conditions. The Emergency Department has to be adaptable to accept the range of patients they treat on a daily basis. Many patients in the United States use the Emergency Department as their primary care because they don’t have insurance. Many patients are immediately treated and released but some patients wait for hours because other patients in the hospital require more immediate care. The primary objective of this thesis centers around improving the experience of patients during their hospital visit in the Emergency Department (ED) by providing information to the patients and staff. The staff, including doctors, administration, maintenance, janitorial and more, would benefit from opening new lines of communication during their visit, and an easy way to plan an organized exit for the patient from the hospital. From the beginning of this research, there was a focus on three secondary objectives, including reducing patient pain, accurately assigning staff tasks, and staff workload reduction. This project was centered around human needs. Initial research was guided by the desire to help as many people as possible by studying past and future medical design stories. Interviewing every level of staff at hospitals and the ED patients kept the project concentrated on human needs. Through those interviews and through observations, problems started to emerge about how people interact with each other in inefficient ways. Solutions to many of those questions were tested…
Subjects/Keywords Industrial Design, UIUX, Medical Design, Healthcare, Prototyping
Contributors Weightman, David (advisor); Thomas, Joyce (committee member)
Language en
Rights Copyright 2018 Michael James Hansen
Country of Publication us
Record ID handle:2142/101540
Repository uiuc
Date Indexed 2018-11-19
Grantor University of Illinois at Urbana-Champaign
Issued Date 2018-07-12 00:00:00

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