Technological Strategies for the Patient Experience in Emergency Departments: Scoping Review

TL;DR

This paper reviews how technology can improve patient experiences in emergency departments by focusing on communication and information access.

Contribution

The study systematically categorizes technological strategies in EDs and highlights gaps in long-term and cost-effectiveness research.

Findings

Four categories of technological strategies were identified: AI-based, simulation-based, infrastructure/hardware, and interfaces/systems.

Mobile and web applications were the most commonly used technologies in the reviewed studies.

Effectiveness of strategies depends on usability, literacy, and system design, with limited long-term or cost-effectiveness data.

Abstract

Technology has improved patient care in hospitals, enhancing the overall patient experience. However, digitalization raises questions on effectively integrating technological strategies to ensure assertive communication of information during emergency department (ED) journeys. Keeping patients well-informed boosts their service perception and satisfaction, a factor often neglected by institutions in EDs.

This paper analyzes relevant studies on technological strategies designed for EDs aimed at improving patient experience, focusing on communication and information access. We analyze the technologies, outcomes, impacts, and challenges of the strategies.

A scoping review was conducted using the PRISMA-ScR (Preferred Reporting Items for Systematic Reviews and Meta-Analyses Extension for Scoping Reviews) guidelines and CADIMA tool. Searches were performed in Scopus, PubMed, IEEE Xplore, and CINAHL databases. Articles published from January 2018 to December 2024 were included. Quality appraisal was performed using the Crowe Critical Appraisal Tool version 1.4. Three reviewers independently examined the title and abstract for eligibility based on the inclusion and exclusion criteria.

Sixteen eligible studies were included. Four technological strategy categories were identified: artificial intelligence−based, simulation-based, infrastructure and hardware technologies, and interfaces and information systems. Mobile and web applications were the main technologies adopted in the studies.

Technological strategies hold significant potential to enhance patient experiences in EDs by providing real-time updates on medical status and care progress. However, their effectiveness depends on usability, literacy, and system design. Existing literature highlights the impact and challenges of deploying and using these strategies in EDs. However, no studies have systematically evaluated long-term outcomes or cost-effectiveness across diverse ED settings.

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