Abstract
The objective of this study was to identify factors that affect overall satisfaction of patients admitted to the emergency department (ED). All consecutive adult patients in the ED during a 14-day period who could communicate well were enrolled into this cross-sectional analytic study. Patients’ demographic data, information on care, and level of satisfaction were recorded. Patients were asked to rate specific issues concerning their satisfaction (good and excellent) on a 5-point Likert scale. Response to the survey was obtained from 1019 (91.6%) of 1113 patients for analysis during the study. Satisfaction with physician experience, physician attitude, triage, explanation of health status and treatment, and discharge instructions were found to have significant impact on satisfaction (P<.001 for each). Satisfaction with physician experience level was the most important factor affecting overall satisfaction. Patient perception of the total time spent in the ED as “short” and “very short” was not demonstrated to be significantly related to overall satisfaction (P=.162). Temporal perceptions as “long” and “very long” were shown to be significantly related to overall satisfaction (P<.001). Behavioral characteristics of the healthcare providers and the hospital itself were the factors that had the greatest impact on overall satisfaction of the ED population evaluated.
This is a preview of subscription content, log in via an institution to check access.
Similar content being viewed by others
References
Thompson DA, Yarnold PR, Williams DR, Adams SL. Effects of actual waiting time, information delivery, and expressive quality on patient satisfaction in the emergency department.Ann Emerg Med. 1996;28:657–665.
Webster’s Ninth New Collegiate Dictionary. Norwalk, Conn: Easton Press; 1990.
Abramowitz S, Cote AA, Berry E. Analyzing patient satisfaction: a multianalytic approach.Qual Rev Bull. 1987;13:122–130.
Anderson FD, Maloney JP, Beard LW. A descriptive, correlational study of patient satisfaction, provider satisfaction, and provider workload at an Army Medical Center.Milit Med. 1998;163:90–94.
Hansagi H, Carlsson B, Brismar B. The urgency of care need and patient satisfaction at a hospital emergency department.Health Care Manage Rev. 1992;17:71–75.
Hostutler JJ, Taft SH, Snyder C. Patient needs in the emergency department: nurses’ and patients’ perceptions.J Nurs Admin. 1999;29:43–50.
Roghmann KJ, Hengst A, Zastowny TR. Satisfaction with medical care: its measurement and relation to utilization.Med Care. 1979;17:461–477.
Rydman RJ, Roberts RR, Albrecht GL, Zalenski RJ, McDermott M. Patient satisfaction with an emergency department asthma observation unit.Acad Emerg Med. 1996;6:178–183.
Hickson GB, Clayton EW, Entman SS, et al. Obstetricians’ prior malpractice experience and patients’ satisfaction with care.JAMA. 1994;272:1583–1587.
Trout A, Magnusson AR, Hedges JR. Patient satisfaction investigations and the emergency department: what does the literature say?Acad Emerg Med. 2000;7:695–709.
McMillan JR, Younger MS, DeWine LC. Satisfaction with hospital emergency department as a function of patient triage.Health Care Manage Rev. 1986;11:21–27.
Bursch B, Beezy J, Shaw R. Emergency department satisfaction: what matters most?Ann Emerg Med. 1993;22:586–591.
Linn BS. Burn patients’ evaluation of emergency department care.Ann Emerg Med. 1982;11:255–259.
Booth AJ, Harrison CJ, Gardener GJ, Gray AJ. Waiting times and patient satisfaction the accident and emergency department.Arch Emerg Med. 1992;9:162–168.
Little NE. Image of the emergency physician. In: Henry GL, ed.Emergency Medicine Risk Management. Dallas, Tex: American College of Emergency Physicians; 1991:11–16.
Yarnold PR, Michelson EA, Thompson DA, Adams SL. Predicting patient satisfaction: a study of two emergency departments.J Behav Med. 1998;21:545–563.
Hall MF, Press I. Keys to patient satisfaction in the emergency department: results of a multiple facility study.Hosp Health Serv Admin. 1996;41:16–33.
Mowen JC, Licata JW, McPhail J. Waiting in the emergency room: how to improve patient satisfaction.J Health Care Mark. 1993;13:26–33.
Reorganizing personnel, space improves patient flow, reduces waiting times.ED Manage. 1994;6:33–38.
Bopp KD. How patients evaluate the quality of ambulatory medical encounters: a marketing perspective.J Health Care Mark. 1990;10:6–15.
Rhee KJ, Bird J. Perception and satisfaction with emergency department care.J Emerg Med. 1996;14:679–683.
Raper JL. A cognitive approach to patient satisfaction with emergency department nursing care.J Nurs Care Qual. 1996;10:48–58.
Krishel S, Baraff LJ. Effect of emergency department information on patient satisfaction.Ann Emerg Med. 1993;22:568–572.
Bopp KD. Value-added ambulatory encounters: a conceptual framework.J Ambulatory Care Manage. 1989;12:36–44.
A secret risk management weapon: customer service in the emergency department.Emergency Physician Legal Bulletin. 1993;3:1–8.
Maitra A, Chikhani C. Patient satisfaction an urban accident and emergency department.Br J Clin Pract. 1992;46:182–184.
Bjorvell H, Stieg J. Patients’ perceptions of the health care received in an emergency department.Ann Emerg Med. 1991;20:734–738.
Sun BC, Adams J, Orav EJ, Rucker DW, Brennan TA, Burstin HR. Determinants of patient satisfaction and willingness to return with emergency care.Ann Emerg Med. 2000;35:426–434.
Author information
Authors and Affiliations
Rights and permissions
About this article
Cite this article
Topacoglu, H., Karcioglu, O., Ozucelik, N. et al. Analysis of factors affecting satisfaction in the emergency department: A survey of 1019 patients. Adv Therapy 21, 380–388 (2004). https://doi.org/10.1007/BF02850102
Issue Date:
DOI: https://doi.org/10.1007/BF02850102