Developing the Person-Centered Emergency Care Assessment: A Holistic Performance Framework for Indonesian Hospital

The emergency department at one of the Indonesian Public Hospital faces challenges of overcrowding, inadequate performance assessments, and the lack of a holistic team evaluation system, adversely affecting service quality and patient outcomes. This study proposes the Person-Centered Emergency Care Assessment (PECAS), a performance assessment system aligned with the person-centered care paradigm. Employing a qualitative approach and hermeneutic method, data were collected through interviews, observations, and document studies involving directors, medical and nursing committees, team members, and patients. The PECAS instrument was developed in three stages: exploring indicators, constructing the instrument, and determining methodologies, with a 360-degree evaluation approach to capture diverse perspectives. The trial results indicated team performance ranged from "Lacking" to "Adequate," reflecting the need for further improvement, yet the system was endorsed for its potential to enhance service quality and establish benchmarks. This study highlights the need for better teamwork, empathy, and clear communication to improve patient satisfaction and safety in emergency care. PECAS offers a comprehensive framework for assessing and improving emergency department team performance, addressing procedural clarity, and balancing operational demands and person-centered approaches to optimize healthcare outcomes.