Framework for Analyzing Wait Times and Other Factors that Impact Patient Satisfaction in the Emergency Department

Asplin, 2003, A conceptual model of emergency department crowding, Ann Emerg Med, 42, 173, 10.1067/mem.2003.302 Anderson, 1993, The antecedents and consequences of customer satisfaction for firms, Mark Sci, 12, 125, 10.1287/mksc.12.2.125 Anderson, 1994, Customer satisfaction, market share, and profitability: findings from Sweden, J Mark, 58, 53, 10.1177/002224299405800304 Bolton, 1998, A dynamic model of the duration of customer’s relationship with a continuous service provider: the role of satisfaction, Mark Sci, 18, 45, 10.1287/mksc.17.1.45 Ley, 1982, Satisfaction, compliance, and communication, Br J Clin Psychol, 21, 241, 10.1111/j.2044-8260.1982.tb00562.x Forster, 2002, Reducing legal risk by practicing patient-centered medicine, Arch Intern Med, 162, 1217, 10.1001/archinte.162.11.1217 Stawiski S, Bavin S, Fulton B. The impact of patient satisfaction on pay-for-performance in medical practices. Available at: http://www.pressganey.com/galleries/default-file/Med_Practice_P4P_6-08.pdf. Accessed August 1, 2009. Boudreaux, 2004, Patient satisfaction in the emergency department: a review of the literature and implications for practice, J Emerg Med, 26, 13, 10.1016/j.jemermed.2003.04.003 Maister DH. The psychology of waiting lines. Available at: http://davidmaister.com/articles/5/52/. Accessed July 7, 2009. Baker, 1996, The effects of the service environment on affect and customer perception of waiting time: an integrative review and research propositions, J Acad Mark Sci, 24, 338, 10.1177/0092070396244005 Rafaeli, 2002, The effects of queue structure on attitudes, J Serv Res, 5, 125, 10.1177/109467002237492 Brown, 2002 Engel, 2009, Patient comprehension of emergency department care and instructions: are patients aware of when they do not understand?, Ann Emerg Med, 54, 454, 10.1016/j.annemergmed.2008.05.016 William, 1998, Doctor-patient communication and patient satisfaction: a review, Fam Pract, 15, 480, 10.1093/fampra/15.5.480 Viccellio P, Schneider SM, Asplin B, et al. Emergency department crowding: high-impact solutions. American College of Emergency Website. Available at: http://www.acep.org/workarea/downloadasset.aspx?id=37960. Accessed July 7, 2009. Thompson, 1996, How accurate are waiting time perceptions of patients in the emergency department?, Ann Emerg Med, 28, 652, 10.1016/S0196-0644(96)70089-6 Katz, 1991, Prescription for the waiting in line blues: entertain, enlighten and engage, Sloan Manag Rev, 44 Martin, 1983 Pawlowski A. Queuing psychology: can waiting in line be fun? CNN website. Available at: http://www.cnn.com/2008/TECH/science/11/20/queuing.psychology/. Accessed July 7, 2009. Press Ganey. Emergency Department Pulse Report 2009. Available at: http://www.pressganey.com/galleries/ED_Pulse_2009_files/2009_ED_Pulse_Report.pdf. Accessed August 1, 2009. Wiler, 2010, Optimizing emergency department front-end operations, Ann Emerg Med, 55, 142, 10.1016/j.annemergmed.2009.05.021 Miller JA. Studying satisfaction, modifying models, eliciting expectations, posing problems, and making meaningful measurements. In: Hunt HK, ed. Conceptualization and measurement of consumer satisfaction and dissatisfaction. Cambridge, MA: Marketing Science Institute; 1977:72–91. Boulding, 1993, A dynamic process model of service quality: from expectations to behavioral intentions, J Mark Res, 30, 7, 10.1177/002224379303000102 Hamer, 1999, The effects of intraencounter changes in expectations on perceived service quality models, J Serv Res, 1, 275, 10.1177/109467059913008 Zeithaml, 1993, The nature and determinants of customer expectations of service, J Acad Mark Sci, 21, 1, 10.1177/0092070393211001