Perception and experience of patients in the emergency department in Edmonton, Canada: A qualitative study

Patient experiences in emergency departments (EDs) may be suboptimal due to increasing patient volumes and constrained hospital resources. This study explores patient experiences in EDs in Edmonton, Alberta, Canada.

This study reports findings from a qualitative descriptive study conducted as part of the CARE project. Individuals experiencing socioeconomic disadvantages and having visited an ED in Edmonton within the past 12 months were recruited from two distinct settings-one hospital ED and four community organizations-using purposive sampling. Quantitative data from closed-ended questions were used to describe participant characteristics and healthcare access, while qualitative data were analyzed thematically. The study adhered to the Consolidated Criteria for Reporting Qualitative Research.

The study included 192 participants: 120 were interviewed in a hospital ED (46.7% women, 37.5% Indigenous, 60% unemployed), and 72 were interviewed in community-based organizations (59.7% women, 68.1% Indigenous, 94.4% unemployed). While most participants reported satisfactory experiences, others described unsatisfactory encounters. Positive experiences were linked to perceptions of health needs being met, while negative ones were associated with racism, accessibility barriers, long wait times, and poor communication. Quantitative data also revealed limited availability of primary care services and access to needed healthcare professionals. Suggestions for improvement included enhancing communication and expanding primary care capacity.

Wait times, communication, service accessibility, availability, and discrimination are key challenges affecting ED experiences. Addressing these issues requires strategic investments in primary care, ED staffing, and culturally safe care practices to improve equity, responsiveness, and patient experience.