Patient satisfaction in the Emergency Department: a review of the literature and implications for practice

Real-Time Patient Satisfaction of Emergency Department Services in a Tertiary- Care Hospital in Karachi, Pakistan

“…This is consistent with other studies which showed that "Emergent" and "Urgent" patients perceived their throughput times more favorably than non-urgent patients [23]. The patients with high acuity tends to be more satisfied as shown in our study with their ED care because of their less waiting time and more attention from ED providers [30,31].…”

Patients’, nurses’ and physicians’ perception of delays in emergency department care

“…Since we know from previous studies that those patients who wait the longest have the lowest level of customer service satisfaction, this study points to factors that need to be addressed, and can provide some guidance to what resources can improve communication. Patients, as several other studies have shown, want staff to communicate with them directly about their treatment and the treatment process during their time in the ED [13][14][15] . This study shows that patients did not understand or were not given by medical staff the correct reason for delays in their treatment.…”

“…Patients also expect that this communication be done personally and in plain language. The ability to meet these expectations could improve patient satisfaction because it has been shown that staff interpersonal and communication skills along with the provision of information are predictive of patient satisfaction [12][13][14][15][16] .…”

Emergencies and Disaster Medicine

“…Hostutler et al définit la satisfaction comme se produisant lorsque les services sont rendus en fonction des attentes, des besoins et des perceptions des clients [17]. Des revues systématiques de la littérature identifient trois principaux facteurs associées à une moindre satisfaction des patient en médecine d'urgences : un facteur relationnel « la relation patient staff »; et deux facteurs organisationnels; « le temps d'attente » ; et » la catégorie de triage : patient non urgent » [18][19][20]. En effet, les deux facteurs organisationnels affectant la satisfaction des patients sont directement liés à la problématique de l'encombrement des urgences.…”