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Building a Dataset for Emergency Care by Identifying Consumer-Informed Quality Indicators: An Analysis of Focus Group
Emma Solly1, Gerard M O'Reilly1,2,3,4, Elizabeth Flemming-Judge4
1National Trauma Research Institute, Alfred Health, Melbourne, Australia.
Emergency Medicine Australasia : EMA
|January 27, 2026
Summary
Patients and families highlight staff interactions, information, and wait times as key to emergency care quality. Understanding these consumer perspectives is crucial for developing better quality measures in Australian emergency departments.
Area of Science:
- Health Services Research
- Patient Experience
- Emergency Medicine
Background:
- Defining 'quality in emergency care' is complex.
- Patient and family perspectives are vital for improving healthcare.
- Existing quality measures may not fully capture consumer experiences.
Purpose of the Study:
- To understand patient and family perceptions of emergency care quality.
- To inform the development of consumer-centered quality measures.
- To focus on the Australian emergency care setting.
Main Methods:
- Qualitative study using three semi-structured focus groups.
- 24 participants from a consumer expert panel.
- Thematic analysis of transcribed focus group data using NVivo.
Main Results:
- Six key themes emerged: staff interactions, information provision, time in ED, emotional experience, needs of specific groups, and system perception.
- Positive staff interactions and clear information enhance patient experience.
- Long wait times negatively impact experience, but comfort and privacy can mitigate this.
Conclusions:
- Future quality measures should prioritize staff-patient interactions and emotional support.
- Effective information exchange and efficient time management in EDs are essential.
- Measures must be sensitive to the needs of vulnerable patient populations.
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