JMIR Publications

ABSTRACT

Background:

SPAN@DEM emerged from the recognition that existing cluster-level advocacy groups are inadequate to address the specific needs of the emergency department (ED). Moreover, the fast-paced, high-pressure nature of emergency medicine presents distinct challenges for patient advocacy. As the first ED-specific advocacy group in Singapore, SPAN@DEM represents a significant step forward in local patient advocacy efforts because it uses a shared collaborative model to address patient needs and concerns within the unique context of the ED environment.

Objective:

In this article, we aim to share our journey in setting up our patient advocacy group, discuss the challenges and considerations and reflect on our lessons learnt throughout this process.

Methods:

A start-up committee comprising emergency physicians and patient advocates was formed to explore the processes required to create such an organisation. Some important features of SPAN@DEM include co-leadership between emergency physician and patient advocate, and diverse composition with equal representation from healthcare workers and advocates. SPAN@DEM conducts quarterly meetings with informal luncheons during meetings to foster open communication between advocates and healthcare staff. Membership is voluntary and based purely on altruism and members must participate in mandatory advocacy trainings to empower them to provide more actionable insights.

Results:

SPAN@DEM has initiated several projects thus far, such as PIKACHU (a quality improvement project which led to improved patient and next-of-kin satisfaction rates and decreased formal communication-related complaints) and Digital FAQ (a patient-friendly resource to explain ED processes) in addition to communication workshops for junior doctors and wayfinding projects. SPAN@DEM advocates have also actively contributed to the planning, design and transition to the new Emergency Medicine Building. More importantly, SPAN@DEM has fostered a cultural shift towards patient-centric care within the department as the department now works closely with patient advocates on day-to-day decisions for matters concerning patient and next-of-kin experience.

Conclusions:

SPAN@DEM demonstrates the value of specialised department-specific advocacy groups in shaping the future of patient-centred emergency care. This model may serve as an exemplar for other healthcare institutions seeking to promote patient advocacy efforts. Clinical Trial: N/A