Waiting management at the emergency department - A grounded theory study

BMC Health Services Research

Volumn 13, Issue 1, 2013, Pages

  Burström, Lena ^a   Starrin, Bengt ^b   Engström, Marie Louise ^a   Thulesius, Hans ^c  

^a UPPSALA UNIVERSITY   (Sweden)

^b KARLSTAD UNIVERSITY   (Sweden)

^c LUND UNIVERSITY   (Sweden)

Author keywords

Emergency department; Focus group; Grounded theory; Management; Participant observation; Waiting

Indexed keywords

ARTICLE; EMERGENCY HEALTH SERVICE; FEMALE; HUMAN; INFORMATION PROCESSING; MALE; MEDICAL STAFF; ORGANIZATION AND MANAGEMENT; PATIENT SATISFACTION; PSYCHOLOGICAL ASPECT; QUALITATIVE RESEARCH; SWEDEN; THEORETICAL MODEL; TIME;

EFFICIENCY, ORGANIZATIONAL; EMERGENCY SERVICE, HOSPITAL; FEMALE; FOCUS GROUPS; HUMANS; MALE; MEDICAL STAFF, HOSPITAL; MODELS, THEORETICAL; PATIENT SATISFACTION; QUALITATIVE RESEARCH; SWEDEN; TIME FACTORS;

EID: 84874799311     PISSN: None     EISSN: 14726963     Source Type: Journal    
DOI: 10.1186/1472-6963-13-95     Document Type: Article

References (35)

1. Nonurgent patients in the emergency department? A French formula to prevent misuse. Gentile S, Vignally P, Durand AC, Gainotti S, Sambuc R, Gerbeaux P, BMC Health Serv Res 2010 10 66 10.1186/1472-6963-10-66 20230602
2. Characteristics of patients who leave emergency departments without being seen. Rowe BH, Channan P, Bullard M, Blitz S, Saunders LD, Rosychuk RJ, Lari H, Craig WR, Holroyd BR, Acad Emerg Med 2006 13 848 852 10.1111/j.1553-2712.2006. tb01735.x 16670258
3. Physician-led team triage based on lean principles may be superior for efficiency and quality? A comparison of three emergency departments with different triage models. Burström L, Nordberg M, Ornung G, Castren M, Wiklund T, Engstrom ML, Enlund M, Scand J Trauma Resusc Emerg Med 2012 20 57 10.1186/1757-7241-20-57 22905993
4. Public views on a wait time management initiative: a matter of communication. Bruni RA, Laupacis A, Levinson W, Martin DK, BMC Health Serv Res 2010 10 228 10.1186/1472-6963-10-228 20687952
5. Implementing performance improvement in New Zealand emergency departments: the six hour time target policy national research project protocol. Jones P, Chalmers L, Wells S, Ameratunga S, Carswell P, Ashton T, Curtis E, Reid P, Stewart J, Harper A, Tenbensel T, BMC Health Serv Res 2012 12 45 10.1186/1472-6963-12-45 22353694
6. Emotions, the neglected side of patient-centered care and quality management: The case of emergency department patients waiting to see a physician. Dubé L, Teng L, Hawkins J, Kaplow M, Advances in health care management Bingley: Emerald Group Publishing Limited, Fottler MD, Savage GT, Blair JD, Volume 3 2002 161 193
7. Yoon J, Sonneveld M, Anxiety of patients in the waiting room of the emergency department New York, NY Proceedings of the fourth international conference on Tangible, embedded, and embodied interaction. 2010 279 286
8. Older patients awaiting emergency department treatment. Kihlgren AL, Nilsson M, Skovdahl K, Palmblad B, Wimo A, Scand J Caring Sci 2004 18 169 176 10.1111/j.1471-6712.2004.00266.x 15147480
9. The patient experience in the emergency department: A systematic synthesis of qualitative research. Gordon J, Sheppard LA, Anaf S, Int Emerg Nurs 2010 18 80 88 10.1016/j.ienj.2009.05.004 20382369
10. Patient satisfaction in emergency medicine. Taylor C, Benger JR, Emerg Med J 2004 21 528 532 10.1136/emj.2002.003723 15333521
11. Accident & emergency nursing: why are we waiting? Dolan B, Nurs Stand 1993 7 21 8217634
12. Nyström M, Möten på en akutmottagning: om effektivitetens vårdkultur Lund: Studentlitteratur 2003 23580940
13. Waiting: integrating social and psychological perspectives in operations management. Winter N, Omega 2000 28 611 629 10.1016/S0305-0483(00)00019-0
14. Waiting - a source of hostile interaction in an emergency clinic. Åkerström M, Qual Heal Res 1997 7 504 520 10.1177/104973239700700405
15. Popper K, The logic of scientific discovery London: Hutchinson 1968
16. Glaser BG, Doing grounded theory: issues and discussions Mill Valley, Calif: Sociology Press 1998
17. Glaser BG, Theoretical sensitivity: advances in the methodology of grounded theory Mill Valley, Calif: Sociology Press 1978
18. Glaser BG, Getting out of data: Grounded theory Conceptualization Mill Valley: Sociology press First printing edn 2011
19. Glaser BG, The grounded theory perspective II: descriptions remodeling of grounded theory methodology Mill Valley, Calif: Sociology Press 2003
20. Glaser BG, The grounded theory perspective: conceptualization contrasted with description Mill Valley, Calif: Sociology Press 2001
21. Glaser BG, The grounded theory perspective III: theoretical coding Mill Valley, Calif: Sociology Press 2005
22. Determinants of patient satisfaction and willingness to return with emergency care. Sun BC, Adams J, Orav EJ, Rucker DW, Brennan TA, Burstin HR, Ann Emerg Med 2000 35 426 434 10783404
23. How accurate are waiting time perceptions of patients in the emergency department? Thompson DA, Yarnold PR, Adams SL, Spacone AB, Ann Emerg Med 1996 28 652 656 10.1016/S0196-0644(96)70089-6 8953955
24. Rapid process redesign in a university-based emergency department: decreasing waiting time intervals and improving patient satisfaction. Spaite DW, Bartholomeaux F, Guisto J, Lindberg E, Hull B, Eyherabide A, Lanyon S, Criss EA, Valenzuela TD, Conroy C, Ann Emerg Med 2002 39 168 177 10.1067/mem.2002. 121215 11823772
25. Analysis of patient flow in the emergency department and the effect of an extensive reorganisation. Miro O, Sanchez M, Espinosa G, Coll-Vinent B, Bragulat E, Milla J, Emerg Med J 2003 20 143 148 discussion 148 10.1136/emj.20.2.143 12642527
26. The patient experience in emergency departments: a review of the literature. Nairn S, Whotton E, Marshal C, Roberts M, Swann G, Accid Emerg Nurs 2004 12 159 165 10.1016/j.aaen.2004.04.001 15234713
27. Why are you waiting? Formulating an information pamphlet for use in an accident and emergency department. Nelson D, Coleman K, Walker J, Accid Emerg Nurs 1997 5 39 41 10.1016/S0965-2302(97)90062-X 9069734
28. Waiting and Unemployment. Robbins DA, Hum Stud 1978 1 83 91 10.1007/BF02132604
29. A personal experience of working with classical grounded theory: From beginner to experienced grounded theorist. Giske T, Artinian B, Int J Qual Methods 2007 6 67 80
30. Deciphering unwritten rules. Sandgren A, Grounded Theory Review 2012 11 2
31. Overcrowding in the nation's emergency departments: complex causes and disturbing effects. Derlet RW, Richards JR, Ann Emerg Med 2000 35 63 68 10.1016/S0196-0644(00)70105-3 10613941
32. Violence in the Emergency Department: A National Survey of Emergency Medicine Residents and Attending Physicians. Behnam M, Tillotson RD, Davis SM, Hobbs GR, J Emerg Med 2011 40 565 579 10.1016/j.jemermed.2009.11.007 20133103
33. Managing waiting patients' perceptions: the role of process control. Naumann S, Miles JA, J Manag Med 2001 15 376 386 10.1108/EUM0000000006184 11765320
34. You have to cover up the words of the doctor: the mediation of trust in interpreted consultations in primary care. Robb N, Greenhalgh T, J Health Organ Manag 2006 20 434 455 10.1108/14777260610701803 17087404
35. I've been crying my way - qualitative analysis of a group of female patients' consultation experiences. Johansson EE, Hamberg K, Lindgren G, Westman G, Fam Pract 1996 13 498 503 10.1093/fampra/13.6.498 9023524