Open AccessJournal Article
Waiting in the emergency room: how to improve patient satisfaction.
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The authors conducted a field experiment in which emergency-room patients of a metropolitan hospital were either given or not given an expected waiting time to see a physician and patients were surveyed through the mail on their satisfaction and perceptions of service quality.Abstract:
The authors conducted a field experiment in which emergency-room patients of a metropolitan hospital were either given or not given an expected waiting time to see a physician. Patients were then surveyed through the mail on their satisfaction and perceptions of service quality. The results revealed that satisfaction levels were higher when patients believed that they had received information on expected waiting time. Regression analysis revealed that service quality dimensions of trust, responsiveness, and staff service were significant predictors of patient satisfaction. In addition, satisfaction was independently influenced by whether patients' prior timeliness expectations were confirmed. The authors discuss the results in terms of the concept that the situational context of the service may influence the quality dimensions that most affect consumer satisfaction.read more
Citations
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A DEMATEL method in identifying key success factors of hospital service quality
TL;DR: Trainings on communication skills and problem-solving abilities would result in positive interaction for patients to trust medical staff and satisfaction would be increased when the trusted medical staff provides professional competence of health care to patients.
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Effects of Actual Waiting Time, Perceived Waiting Time, Information Delivery, and Expressive Quality on Patient Satisfaction in the Emergency Department
TL;DR: Providing information, projecting expressive quality, and managing waiting time perceptions and expectations may be a more effective strategy to achieve improved patient satisfaction in the ED than decreasing actual waiting time.
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Competing during a pandemic? Retailers' ups and downs during the COVID-19 outbreak.
TL;DR: The authors aim to synthesize the challenges that retailers are facing during the COVID-19 emergency from the perspective of both consumers and managers, with the goal of providing guidelines on and examples of how retailers can handle this unprecedented situation.
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Patient satisfaction in the Emergency Department: a review of the literature and implications for practice
Edwin D. Boudreaux,Erin L. O'Hea +1 more
TL;DR: Results from several well-designed studies suggest that such a strategy is unlikely to have as great an impact as those targeting perceived waiting times and investigators must use larger, more representative samples, reliable and valid assessment instruments, and randomized, controlled trials.
Journal ArticleDOI
Determinants of patient satisfaction in a large, municipal ED: The role of demographic variables, visit characteristics, and patient perceptions
TL;DR: Patients' perceptions of care, rather than demographics and visit characteristics, most consistently predicted satisfaction, providing a possible explanation for inconsistencies observed in the literature.