Document Type : Original Article
Authors
1 Student Research Committee, Birjand University of Medical Sciences, Birjand, Iran
2 Professor، Iranian Research Center of Healthy Aging, Sabzevar University of Medical Sciences, Sabzevar, Iran; Professor, Department of Nursing, School of Nursing and Midwifery, Sabzevar University of Medical Sciences, Sabzevar, Iran
3 Assistant Professor, Department of Nursing, School of Nursing and Midwifery, Birjand University of Medical Sciences, Birjand, Iran
Abstract
Background and objective: Emergency departments face challenges including overcrowding, long wait times, and high workload that negatively impact patient experience. Effective communication and negotiation with patients play a fundamental role in improving clinical outcomes and patient satisfaction. This study aimed to evaluate the effect of structured negotiation on patient experience in the emergency department.
Materials and Methods: This randomized clinical trial was conducted on 70 patients presenting to Imam Reza Hospital emergency department in Birjand in 2025. Participants were randomly assigned to intervention (n=35) and control (n=35) groups. The intervention group received individual negotiation sessions lasting 10-15 minutes based on Botelho's negotiation model (1992), encompassing content, relationship levels, and problem-solving phases. The control group received routine care. The Picker Patient Experience Questionnaire (15-item version) was administered before and after intervention. Data were analyzed using MANCOVA.
Results: The results of multivariate analysis of covariance showed that the structured negotiation had a significant effect on improving the overall patients experience compared to the control group. Also, the components of emotional support, respect for patient preferences, family involvement and continuity of care increased significantly (p<0.01). However, no significant difference was observed between the two groups in the components of information and education, care coordination, and physical comfort (p>0.05).
Conclusion: Structured negotiation based on Botelho's model significantly improves patient experience in emergency departments, particularly in psychological and relational dimensions. Components such as information provision, care coordination, and physical comfort require organizational and systemic interventions beyond individual communication. Integrating negotiation skills training into Emergency Department staff development programs can effectively enhance patient-centered care.
Highlights
Keywords
- Communication
- Emergency Department؛ Negotiation؛ Patient Experience؛ Patient-Centered Care؛ Randomized Controlled Trial
Main Subjects
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