Transforming the Emergency Department with Smart Room Tech, Part 2. Informed Care— A Patient’s Source of Comfort in the EDT
Chelsey Kamla, MSN, RN, Clinical Solutions Director and former ED nurse, discusses the impact that smart room technology can have on patient experience in the Emergency Department.
The Emergency Department (ED) is often a patient's first interaction with a health system, and it’s rarely a calm one. High stress, confusion, and fear of the unknown create challenges for everyone involved. In situations like this, knowledge is powerful. It helps to comfort patients, arm clinical staff with critical care information, and help leadership teams implement strategic initiatives. This three-part series will explore how real-time access to critical information empowers nurses and physicians, informs patients, and enables data-driven leadership decisions.
Fear. Uncertainty. Anxiety. These are common emotions for patients and families in the ED. Information is a source of comfort and reassurance in emergency moments. Patients gain a sense of control in an otherwise overwhelming situation when they understand their care plan, know their care team, and can see what comes next.
A 2022 study by Northwestern Memorial Hospital focused on patient experience in the ED found satisfaction scores improved by 20% simply by changing how wait times were communicated. In high-stress environments, clear communication and setting expectations with patients significantly reduces anxiety.
Consider the traditional dry-erase board, originally intended to be an easy-to-use solution for communication, providing patients with updated information about their care team and treatment plan. In reality, updating dry erase boards often falls lower on the priority list for nurses in the ED, who are already pressed for time caring for multiple patients in a chaotic environment.
The Power of Real-Time Information
What if the dry-erase board was reimagined with a modern approach? What if the old, manual dry-erase board became a digital whiteboard, integrated with the EHR, updated in real-time, and personalized for each patient in the ED?
With a digital whiteboard, patients can easily see up-to-date information about their care, reducing anxiety in a high-stress environment. In our study focused on patient experience in the ED at Brigham & Women’s Hospital, patients with access to digital whiteboards indicated they were more likely to feel informed about delays in their care and better understand what to do after discharge.
Study leader Dr. Peter Chai, Assistant Professor for Emergency Medicine at Brigham and Women’s Hospital stated, “Part of the anxiety in the ED is just not knowing what’s going to happen, so being able to access information is very powerful for patients.”
These digital whiteboards provide patients and their families with continuous knowledge – all presented in patient-friendly language that bridges the medical terminology gap. For instance, instead of seeing "NPO" written on a board, patients see "nothing to eat or drink by mouth. "This simple translation helps patients better understand and participate in their care plan. The information becomes a valuable talking point between patients and their care team, fostering informed discussions and engagement.
Reduce Anxiety Through Transparency
Patients in the emergency department often find comfort in feeling safe, cared for, and able to relax. Digital whiteboards help meet these needs by reducing the fear of the unknown, which often contributes to anxiety. By providing clear, real-time information, these whiteboards transform the ED experience from one of uncertainty into one of informed waiting.
Build Trust Through Technology
Perhaps most importantly, smart room technology helps build trust between patients and their care providers. Patients and families feel more connected to the care process when information is consistently available and automatically updated. They can see the care team is actively managing their treatment even when staff members aren't physically in the room.
When patient experience directly impacts satisfaction scores and hospital success, technology-based innovations represent a crucial investment in patient-centered care. By providing clear, consistent, and accessible information, smart room technology helps create an ED experience that feels more coordinated, transparent, and ultimately more comforting for patients and their families.
For more on how smart room technology in the ED impacts nurses, read Part 1: Smart Room Tech: Cutting Through Chaos for ED Nurses >
