ED customer satisfaction survival skills: One hospital's experience

Mayer, Thom; Zimmermann, Polly Gerber

doi:10.1016/s0099-1767(99)70203-5

Cited by 12 publications

(12 citation statements)

References 3 publications

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“…Nursing care has been found in several studies (Lewis & Woodside 1992, Huggins et al. 1993, Williams 1998, Mayer & Zimmermann 1999, Baldursdottir & Jonsdottir 2002, Kihlgren et al. 2004) to be important for patients’ perceived quality of care.…”

Section: Discussionmentioning

confidence: 99%

“…Studies have shown that, if patients are being informed about the waiting time, they are more satisfied (Thompson et al. 1996, Mayer & Zimmermann 1999, Watson et al. 1999).…”

Section: Discussionmentioning

confidence: 99%

“…The patients in this study lacked basic nursing care, such as nutrition, pain relief, empathy, interest in their life situations and information about self-care. Nursing care has been found in several studies (Lewis & Woodside 1992, Huggins et al 1993, Williams 1998, Mayer & Zimmermann 1999, Baldursdottir & Jonsdottir 2002, Kihlgren et al 2004) to be important for patients' perceived quality of care. RNs need to focus on qualitative aspects of the nursing care and caring behaviours, as well as technical-medical care.…”

Section: State Of Healthmentioning

confidence: 99%

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Patients’ perceptions of quality of care at an emergency department and identification of areas for quality improvement

Athlin

Gunningberg

Carlsson

2006

Journal of Clinical Nursing

146

122

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Section: Discussionmentioning

confidence: 99%

“…Studies have shown that, if patients are being informed about the waiting time, they are more satisfied (Thompson et al. 1996, Mayer & Zimmermann 1999, Watson et al. 1999).…”

Section: Discussionmentioning

confidence: 99%

Section: State Of Healthmentioning

confidence: 99%

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Patients’ perceptions of quality of care at an emergency department and identification of areas for quality improvement

Athlin

Gunningberg

Carlsson

2006

Journal of Clinical Nursing

146

122

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“…Definitive customer service improvement plans have been instituted by authors such as Mayer who demonstrated a 70% decrease in ED complaints (2.6-0.6 per 1,000) with an interventional plan. 9 They suggested the only remaining complaints were due to "billing and waiting time" only. They also defined a compliment to complaint ratio of 5:1 referencing "anecdotal comments, e-mail, phone calls, and letters.…”

Section: Satisfaction In Generalmentioning

confidence: 99%

Customer Satisfaction with Patient Care

Vukmir¹

2006

Journal of Hospital Marketing & Public Relations

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“…There are also reports that satisfied patients stay for up to 50% less time in hospitals [1, 4, 7]. On the other hand, patient dissatisfaction is a decisive reason for complaints after leaving the hospital [8] as well as for litigation [5, 9]. Thus, an improvement in patient satisfaction can make a major contribution to cost reduction and to maintaining competitiveness [3].…”

Section: Introductionmentioning

confidence: 99%

Image and Imaging an Emergency Department: Expense and Benefit of Different Quality Assessment Methods

Pfortmueller

Keller

Mueller³

et al. 2013

Emergency Medicine International

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Introduction. In this era of high-tech medicine, it is becoming increasingly important to assess patient satisfaction. There are several methods to do so, but these differ greatly in terms of cost, time, and labour and external validity. The aim of this study is to describe and compare the structure and implementation of different methods to assess the satisfaction of patients in an emergency department. Methods. The structure and implementation of the different methods to assess patient satisfaction were evaluated on the basis of a 90-minute standardised interview. Results. We identified a total of six different methods in six different hospitals. The average number of patients assessed was 5012, with a range from 230 (M5) to 20 000 patients (M2). In four methods (M1, M3, M5, and M6), the questionnaire was composed by a specialised external institute. In two methods, the questionnaire was created by the hospital itself (M2, M4).The median response rate was 58.4% (range 9–97.8%). With a reminder, the response rate increased by 60% (M3). Conclusion. The ideal method to assess patient satisfaction in the emergency department setting is to use a patient-based, in-emergency department-based assessment of patient satisfaction, planned and guided by expert personnel.

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ED customer satisfaction survival skills: One hospital's experience

Cited by 12 publications

References 3 publications

Patients’ perceptions of quality of care at an emergency department and identification of areas for quality improvement

Patients’ perceptions of quality of care at an emergency department and identification of areas for quality improvement

Customer Satisfaction with Patient Care

Image and Imaging an Emergency Department: Expense and Benefit of Different Quality Assessment Methods

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