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

Hosp Health Serv Adm. 1996 Winter;41(4):515-32.


Patient 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.

Publication types

  • Multicenter Study

MeSH terms

  • Age Factors
  • Emergency Service, Hospital / standards*
  • Female
  • Health Care Surveys / methods
  • Humans
  • Male
  • Nurse-Patient Relations
  • Patient Satisfaction / statistics & numerical data*
  • Physician-Patient Relations
  • Regression Analysis
  • Surveys and Questionnaires
  • Time Management
  • Total Quality Management
  • United States