What are some action steps you could take to alleviate stress in patients in an ER waiting room?
Emergency room waiting rooms are stressful places. After all, everyone in that waiting area is experiencing some kind of emergency and many of them feel their need is just important as anyone else's. Time slows down when someone is frightened, sick, or in pain, so even the shortest wait can get tempers flaring. People who are sick do not have an expansive world view but naturally are narrowly focused on their situation. They may have no ideas of the car crash victims arriving via ambulances through the back but only know that they are waiting. There are a limited number of things that you can do to shorten the wait, but you can humanize the experience by letting them know that they are seen and valued. When they come in, explain the wait time because knowledge is power. Check in with them every so often. Remind the individuals who accompany them where the cafeteria is. There really is nothing you can do to lessen their wait, but you can reduce their frustration by acknowledging their wait time and providing information in a friendly and respectful manner.
"Although it's difficult to face angry and frustrated people, I think it's important to lean in and acknowledge their frustration and give them updates. They are in the ER, so nurses should be checking on them; even just a little bit goes a long way. It is good nursing. I also think it's important to let them know where the comfort stations and cafeteria are located."
"The ER waiting room is usually a stressful place, especially if the ER is busy and the waits will be long. Although some patients and companions will still feel frustrated after I do so, I will make sure to provide as accurate an estimate of their wait time as possible. I will make sure to check in with patients and their companions when I can and update them if their wait time is going to be longer than we originally anticipated. I will allow them to vent their frustrations and let them know I understand that it's stressful. I will also remind the patient's companions where the cafeteria and closest restrooms are."
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