Psychiatric Patients' Perceptions of Waiting Time in the Psychiatric Emergency Service

Recent customer service surveys have indicated that patients in the Psychiatric Emergency Service (PES) are increasingly dissatisfied with the "waiting" time connected with expanded services. This study examined the impact of six interventions that altered the environment of waiting patients and their resulting perceptions of time spent in PES. The interventions were communication (three styles), relaxing music, educational videos, and recreational activities. Each intervention was conducted for 7 days, followed by 7 days of no intervention. Patients completed a Time Assessment Tool that measured expectations of, perceptions of, and satisfaction with waiting time. These data were compared to actual time, as reflected on the log maintained in the PES. In general, environmental interventions reduced patients' perceived time, compared to no intervention. Significantly, interacting with patients with caring and concern consistently resulted in a reduced perception of waiting time, compared to the other interventions.