From Frustration to Understanding: The Effectiveness of an Emergency Department Waiting Room Video in Enhancing Patient Satisfaction.

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.