Patient satisfaction in emergency department: Unveiling complex interactions by wearable sensors

Abstract We analyzed the interaction between patients and providers in the emergency department of a large university hospital using Sociometric Badges. Providers (doctors and nurses) were equipped with wearable sensors (Sociometric Badges), the badges measure body movements and speech energy with accelerometers, microphones, Bluetooth and infrared sensors. Results show that patient satisfaction and service perceptions are greatly influenced by behavioral and network factors. Patients appreciate the physical closeness of the doctors and the providers’ continuous monitoring of their health conditions. They also desire to be actively involved into the communication network with practitioners. In addition, patients perceive positively teams where doctors take the leadership of the communication network and ensure an effective team conversation.