Giving a voice to the community: A qualitative study of consumer expectations for the emergency department

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Abstract
Objective: To identify consumer expectations with respect to the ED. Methods: Semi‐structured focus groups comprising representatives from a wide range of community groups. Data was analysed using a qualitative analytical approach. Results: The major themes of the groups were communication, triage, waiting area, cultural issues and carers. Consumers expressed the need to be informed about how the ED functions, particularly with regard to the triage process, patient assessment and admissions procedure. Privacy at the triage desk, comfort and safety of the waiting area, provision of facilities for children, cultural awareness of staff, access interpreter services and recognition of the needs of carers were identified as key issues. Conclusion: The recognition of consumer needs provides the opportunity for the ED to develop strategies to match patient needs to service delivery.