Attendants of patients to the ER in two hospitals in Pakistan will be randomly allocated to either the commitment (treatment) or the no-commitment (control) group. In the commitment group; attendants have to read and agree (or disagree) with the following statement:
"All staff at Hayatabad Medical Complex promises to behave according to the hospital’s code of conduct, and treat all patients and their attendants with care and respect.
I understand that the staff at Hayatabad Medical Complex emergency department is working to the best of their abilities to help me and other patients and attendants. I realize that I might have to wait for my turn to be seen as doctors are busy attending to more critical patients. Keeping this in mind, I promise to not get violent, misbehave with any staff member, or cause any sort of disturbance in the ER.
If you have any complaint, please use the complaint boxes installed at various points in the ER to file your complaint.
Do you agree to treat the hospital staff as well as other patients and their attendance respectfully? YES/NO
If you have any other comments please use this box:"
The commitment statement will be given to the attendant directly at the registration, after entering the ER.
In the no-commitment group no additional signature is needed after the regular registration of the patient.
When the patient/attendants of both the control and the treatment group leave the hospital, we conduct a survey where we ask questions regarding their stay at the ER, such as satisfaction with treatment, expectation about waiting time, acceptance of aggressive behavior, trust toward hospital staff, as well as questions with respect to the commitment device. These questions will allow us to identify whether attendants remember the commitment they gave and whether they think that other attendants signed it too.