"Eliminating the waiting game": patient interview perspectives of a proposed online emergency department queuing tool to reduce in-hospital wait times.

objectivesTo explore patient perceptions, needs and concerns regarding a potential online ED queuing tool designed to reduce in-hospital ED wait times.

methodsAdults who had visited the ED in the past 6 months participated in semi-structured interviews incorporating open- and closed-ended questions (e.g., Likert scales) to assess perceptions of an ED queuing tool. Interview guides were created using the consumer acceptance of electronic commerce model to assess four dimensions of technology adoption: perceived usefulness, ease of use, risk, and trust. Descriptive analyses and framework analysis were used to evaluate narratives and identify areas for improvement in ED queuing tool development.

resultsAmong the 28 participants, perceptions of the described ED queuing tool were generally positive. Most participants reported they would have used the tool for their last ED visit or on behalf of family and friends, felt it was secure, and were comfortable waiting at home for an average four hours. Participants emphasized the need for more direct forms of communication, comprehensive symptom checkers with diagrams, and regular symptom check-ins to provide updates and self-management strategies while waiting at home. Six themes were developed, highlighting the tool's convenience, comfort of waiting at home, need for reassurance, patient empowerment, use for loved ones, and expectations around tool accuracy as well as impact on ED efficiency.

conclusionsFindings offer important recommendations for tool development and implementation to ensure alignment with patient needs. Future work will focus on integrating these insights into ED queuing tool refinement, usability testing, and expanding applications for caregivers.