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From Frustration to Understanding: The Effectiveness of an Emergency Department Waiting Room Video in Enhancing
Anindro Bhattacharya1, Zhongqi Alice Hou1, Abhinav Pathrabe1
1Department of Bioengineering, School of Engineering and Applied Science, University of Pennsylvania, Philadelphia, PA, USA.
Abstract:
This pilot study evaluated the impact of a brief, animated educational video on patient understanding and satisfaction in a large urban academic emergency department (ED). A convenience sample of 23 patients viewed a 1-min 50-s video explaining triage, wait times, and ED workflows, then completed pre- and postintervention surveys. Statistically significant improvements were observed across all domains of understanding. Mean 4-point Likert scores rose from 2.48 to 3.93 (p < .0001) for understanding why patients wait, from 2.25 to 3.78 for why others may be seen first, and from 2.81 to 4.00 for overall ED processes. This intervention offers a low-cost, scalable, and staff-efficient solution to enhance communication, set expectations, and improve the overall patient experience in ED waiting rooms. These findings highlight the potential of patient-centered media to support transparency and trust in emergency care.
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