@article{ajphr20261433,
author={{Alshehri, Ms. Faizah Hassan Ali and Alotaibi, Ms. Najlaa Mohammad and Juaid, Ms. Waad Mastour Al and Alomari, Dr. Fahad Khamis and Alghashmari, Dr. Hassan},
title={Improving Patient Experience through a Multi-Intervention Approach in ER and OPD at Prince Sultan Military Hospital ¨C Taif},
journal={American Journal of Public Health Research},
volume={14},
number={3},
pages={61--65},
year={2026},
url={https://pubs.sciepub.com/ajphr/14/3/3},
issn={2327-6703},
abstract={Patient experience is a key measure of healthcare quality and performance. At Prince Sultan Military Hospital ¨C Taif, baseline feedback in Quarter 2 of 2025 revealed long waiting times, inconsistent communication, and limited patient engagement across the Emergency Department (ER) and Outpatient Clinics (OPD). A comprehensive quality improvement project was implemented between Quarter 2 and Quarter 3 of 2025 using six interventions: interactive visits emphasizing active listening and empathy, modern communication tools (WhatsApp and QR-code posters), structured staff coaching, welcoming and marketing posters in the ER, post-visits calls, and celebrating successes. Patient experience data were collected using Press Ganey¡¯s validated survey system. The ER score rose from 64.24% to 72.98% (+8.74 points), while OPD increased from 66.84% to 69.19% (+2.35 points). The most significant improvements were observed in communication, empathy, and personal issues domains. Integrating human, digital, and feedback-driven touchpoints produced measurable improvements in patient experience. Continued leadership support, staff motivation, and systematic feedback review are essential to sustain and expand these achievements.},
doi={10.12691/ajphr-14-3-3}
publisher={Science and Education Publishing}
}