Improving Patient Experience through a Multi-Intervention Approach in ER and OPD at Prince Sultan Military Hospital – Taif

Ms. Faizah Hassan Ali Alshehri^1, , Ms. Najlaa Mohammad Alotaibi², Ms. Waad Mastour Al Juaid³, Dr. Fahad Khamis Alomari⁴ and Dr. Hassan Alghashmari⁴

¹Clinical Nursing Director, Prince Sultan Military Hospital – Taif, Saudi Arabia

²Bed Manager, Prince Sultan Military Hospital – Taif, Saudi Arabia

³Staff Nurse, Prince Sultan Military Hospital – Taif, Saudi Arabia

⁴Family Medicine Consultant, Prince Sultan Military Hospital – Taif, Saudi Arabia

Cite this paper:
Ms. Faizah Hassan Ali Alshehri, Ms. Najlaa Mohammad Alotaibi, Ms. Waad Mastour Al Juaid, Dr. Fahad Khamis Alomari and Dr. Hassan Alghashmari. Improving Patient Experience through a Multi-Intervention Approach in ER and OPD at Prince Sultan Military Hospital – Taif. American Journal of Public Health Research. 2026; 14(3):61-65. doi: 10.12691/ajphr-14-3-3

Abstract

Patient experience is a key measure of healthcare quality and performance. At Prince Sultan Military Hospital – 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.

Keywords:
Patient Experience Communication Coaching Feedback Healthcare Quality WhatsApp QR Code Prince Sultan Military Hospital Saudi Arabia

This work is licensed under a Creative Commons Attribution 4.0 International License. To view a copy of this license, visit http://creativecommons.org/licenses/by/4.0/

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