• Hosp Health Serv Adm · Jan 1996

    Multicenter Study

    Keys to patient satisfaction in the emergency department: results of a multiple facility study.

    • M F Hall and I Press.
    • Ganey Associates, Inc., South Bend, IN 46628, USA.
    • Hosp Health Serv Adm. 1996 Jan 1;41(4):515-32.

    AbstractPatient satisfaction is a significant issue for emergency departments. The special nature of the emergency encounter calls for a sound understanding of the factors that influence patient satisfaction. This study uses a national sample of emergency departments to identify specific elements that increase the likelihood of patients recommending the facility. We find that demographic variables such as age and sex do not significantly influence the decision to recommend. Nursing/staff items, physician issues, and waiting time are the key factors that drive satisfaction with emergency departments.

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