Patient-facing communication strategies used in emergency department waiting rooms: A scoping review.

OBJECTIVE

To identify and map key concepts, gaps and evidence relating to patient-facing communication strategies used during the ED waiting period and to synthesise these findings into a conceptual framework describing complementary approaches to ED waiting room communication.

INTRODUCTION

Communication during ED waiting periods influences patient satisfaction and perceptions of care. However, evidence regarding effective communication interventions has not been comprehensively synthesised.

METHODS

A scoping review was conducted using Joanna Briggs Institute (JBI) methodology. MEDLINE, PubMed, Embase, CINAHL, Cochrane Library and JBI Database were searched for studies published between 2014 and 2025. Eligible studies examined communication strategies delivered to patients and/or caregivers in ED waiting rooms. Data were extracted and synthesised using a convergent synthesis approach.

RESULTS

Twenty studies were included (8 quantitative, 3 qualitative and 9 mixed-methods). Three themes emerged: (1) interpersonal communication, (2) environmental and informational supports and (3) digital communication. Interventions generally improved understanding, satisfaction and perceptions of care. Patients consistently valued timely wait time information, although implementation barriers included staffing and resource limitations.

CONCLUSION

Communication is a modifiable component of the ED waiting room experience. Multimodal strategies that provide timely information and support may improve person-centred care, although further research is needed to identify sustainable and scalable approaches.