The lived experiences of supportive care patients after receiving care in the emergency department

Abstract

Background: Cancer patients receiving supportive care frequently present to Emergency Departments (EDs) with complex physical, psychological and emotional needs. Despite the increase in interest abroad, little is known about how these patients experience ED care locally. This study addresses this gap by exploring the lived experiences of supportive care patients following their ED visit. Aim: To explore and understand the lived experiences of supportive care patients during their visits to the ED, including their challenges, needs, emotional responses and perceptions of care. Methods: A qualitative study using Interpretative Phenomenological Analysis (IPA) was conducted. Six adult cancer patients receiving supportive care, each with at least one ED visit within a year were recruited through purposive sampling. Data collection was carried out using in-depth semi-structured interviews conducted in the participants’ preferred language, transcribed manually and analysed systematically. Results: Four Group Experiential Themes (GETs) emerged: “Experiencing the ED Environment”, “Relationships, Communication and Trust in Care”, “Emotional Trajectories of the ED Journey”, and “Coping, Resilience and Hopes for Change”. Participants described the ED environment as chaotic, overcrowded, noisy and lacking privacy, which in turn heightened vulnerability and distress. Long waiting times and feelings of being deprioritised were common, though many recognised systemic pressures such as staff shortages and high patient volume. Trust in healthcare professionals, clear communication, and smalls acts of care and compassion positively shaped their experiences. Emotional responses ranged from fear, anxiety and uncertainty to moments of relief and gratitude. Participants expressed desires for shorter waiting times, larger spaces, improved communication and safer environments for immunocompromised patients. Conclusion: Supportive care patients experience the ED as emotionally and physically challenging, yet their accounts highlight the centrality of communication, person-centred interactions and hopes for change. These findings provide important insights for enhancing ED services for vulnerable populations.