Date of Graduation
Summer 8-14-2026
Document Access
Project/Capstone - Global access
Degree Name
Master of Science in Nursing (MSN)
College/School
School of Nursing and Health Professions
Program
MSN project
First Advisor
Sierra Dias McEvoy
Abstract
Context: The quality improvement project was implemented in the front-end microsystem of a 36-bed emergency department (ED) in a non-profit, Magnet-designated California hospital. Problem: Communication with non-roomed patients at Hospital X was inconsistent, contributing to dissatisfaction. In June 2026, Press Ganey reported that 61.4% of patients felt they were informed about delays. Baseline observation identified gaps in staff explanations of estimated wait times, next steps in care, and opportunities to ask questions. Intervention: A 30-day pilot provided staff education on the AIDET communication framework through formal in-service education and daily huddles. Patient-facing materials explained the ED process pathway and estimated diagnostic turnaround times. Measures: The primary outcome was the Press Ganey “Informed About Delays" scores, with a target goal increase of 10 percentage points to 71.4%. Pre- and post-intervention observations assessed the targeted communication behavior patterns as the supporting process measures. Results: “Informed About Delays” increased from 61.4% to 72.3%, an increase of 10.9 percentage points. Post-intervention observations showed improved staff communication and patient understanding of their care. The formal in-service reached 54 of 110 ED nurses, while 43 staff members received education during huddles. Conclusion: AIDET education with communication materials contributed to improved patient perceptions of being informed about delays. Continued implementation will require leadership support, maintenance of educational materials, and continuous review of Press Ganey scores. Findings should be interpreted considering the implementation period, lack of a comparison group, and limited patient response count.
Keywords: emergency department, patient communication, patient experience, AIDET, quality improvement, waiting room, non-roomed patients
Recommended Citation
Serrato, Juan Carlos, "“Now Serving… Not Quite Yet”: Improving Waiting Room Experience Through Consistent Communication in the Emergency Department" (2026). Master's Projects and Capstones. 2091.
https://repository.usfca.edu/capstone/2091
Included in
Community Health and Preventive Medicine Commons, Critical Care Nursing Commons, Health Communication Commons, Interpersonal and Small Group Communication Commons, Other Communication Commons, Other Nursing Commons, Patient Safety Commons
