Emergency department care experiences among people who use substances: a qualitative study

Themes were determined at the patient, provider, and system levels. Patient: history of substance use and experience of intersectionality negatively influenced participants’ anticipation and perception of care. Provider: negative experiences were linked to assumption making, feelings of stigma and discrimination, and negative perceptions of provider care. Whereas positive experiences were linked to positive perceptions of provider care. System: timeliness of care and the perception of inadequate mental health resources negatively impacted participants’ care experience. Overall, these themes shaped participants’ trust of ED staff, their desire to seek care, and their perception of the care quality received.