Emergency department patient satisfaction: Customer service training improves patient satisfaction and ratings of physician and nurse skill

Journal of Healthcare Management

Volumn 43, Issue 5, 1998, Pages 427-442

  Mayer, Thom A ^a   Cates, Robert J ^b   Mastorovich, Mary Jane ^b   Royalty, Deborah L ^b  

^a INOVA FAIRFAX HOSPITAL   (United States)

^b NONE

Author keywords

[No Author keywords available]

Indexed keywords

ARTICLE; EMERGENCY HEALTH SERVICE; EMERGENCY WARD; HEALTH CARE QUALITY; NURSE; PATIENT SATISFACTION; PHYSICIAN; SKILL; TREATMENT OUTCOME;

EID: 0031662714     PISSN: 10969012     EISSN: None     Source Type: Journal    
DOI: 10.1097/00115514-199809000-00009     Document Type: Article

References (32)

1. Aharony, L., and S. Strasser. 1993. "Patient Satisfaction: What We Know About and What We Still Need to Explore." Medical Care Review 50 (1): 49-79.
2. Berry, L. L. 1995. On Great Service: A Framework for Action. New York: Free Press.
3. Berry, L. L., and A. Parasuraman. 1991. Marketing Services: Competing Through Quality. New York: Free Press.
4. Buller, M. K., and D. B. Buller. 1987. "Physician's Communication Style and Patient Satisfaction." Journal of Health and Social Behavior 28 (4): 375-88.
5. Bursh, B., I. Beezy, and R. Shaw. 1993. "Emergency Department Satisfaction: What Matters Most?" Annals of Emergency Medicine 22: 586-91.
6. Carlzon, J. 1987. Moments of Truth: New Strategies for Today's Customer-Driven Economy. New York: Ballinger Publishing.
7. Connelan, T. 1997. Inside the Magic Kingdom. Austin, TX: Bard Press.
8. Culhane, D. E., and P. J. Harding. 1994. "Quality in Customers: Great Expectations." Presented to the American College of Emergency Physicians Management Academy, Boston, Massachusetts, May 19, 1994.
9. Dansk, K. H., and J. Miles. 1997. "Patient Satisfaction with Ambulatory Healthcare Services: Waiting Time and Follow-up Time." Hospitals and Health Services Administration 42 (2): 165-77.
10. Eisenberg, B. 1997. "Customer Service in Healthcare." Hospitals and Healthcare Services Administration 42 (1): 17-32.
11. Frances, V, B. M. Korsch, and M. J. Morris. 1969. "Gaps in Doctor-Patient Communication. Patient's Response to Medical Advice." New England Journal of Medicine. 280: 535-49.
12. Glass, R. M. 1996. "The Patient-Physician Relationship: JAMA Focuses on the Center of Medicine." Journal of the American Medical Association 275: 147-48.
13. Hall, M. F., and I. Press. 1996. "Keys to Patient Satisfaction in the Emergency Department: Results of a Multiple Facility Study." Hospitals and Healthcare Administration 41 (4): 515-32.
14. Herzlinger, R. 1997. Market-Driven Health Care. New York: Free Press.
15. Inova Health System. 1997. "Outpatient Satisfaction Research." Shugoll Research. Rockville, MD.
16. Jones, T. O., and W. E. Sasser, Jr. 1995. "Why Satisfied Customers Defect." Harvard Business Review 73: 88-99.
17. Kirschner, C. G., R. C. Burkett, G. M. Kotowicz, et al. 1996. Physicians' Current Procedural Terminology - CPT 96, ed 5. Chicago: American Medical Association.
18. Laine, C., and F. Davidoff. 1996. "Patient-Centered Medicine: A Professional Evolution." Journal of the American Medical Association 275: 152-56.
19. Mack, J. L., K. M. File, J. E. Horwitz, and R. A. Prince. 1995. "The Effect of Urgency on Patient Satisfaction and Future Emergency Department Choice." Health Care Management Review 20: 7-15.
20. Pellegrino, E. D., and D. C. Thomasma. 1989. For the Patient's Good: The Restoration of Beneficence in Health Care. New York: Oxford University Press.
21. Rhee, K., and J. Bird. 1996. "Perceptions in Satisfaction with Emergency Department Care." Journal of Emergency Medicine 14: 679-83.
22. Reichheld, F. F. 1996. "Learning from Customer Defections." Harvard Business Review 74: 56-69.
23. Sanders, B. 1995. Fabled Service: Ordinary Acts, Extraordinary Outcomes. San Diego: Pfeiffer and Company.
24. Schmittdiel, J., J. V. Selby, K. Grumbach, and C. P. Quesenberry. 1997. "Choice of a Personal Physician and Patient Satisfaction in a Health Maintenance Organization." Journal of the American Medical Association 278 (19): 1596-1612.
25. Sharfield, B., C. Wray, K. Hess, and E. M. Smith. 1981. "The Influence of Patient-Practitioner Agreement on Outcome of Care." American Journal of Public Health 71: 127-31.
26. Smith, R. C., J. S. Lyles, J. A. Mettler, et al. 1995. "A Strategy for Improving Patient Satisfaction by the Intensive Training of Residents in Psychosocial Medicine: A Controlled, Randomized Study." Academic Medicine 70: 729-32.
27. Spectre, R., and P. D. McCarthy. 1995. The Nordstrom Way: The Inside Story of America's #1 Customer Service Company. New York: John Wiley and Sons.
28. Thompson, D. A., P. R. Yarnold, D. R. Williams, and S. L. Adams. 1996. "Effects of Actual Waiting Time, Perceived Waiting Time, Information Delivery, and Expressive Quality on Patient Satisfaction in the Emergency Department." Annals of Emergency Medicine 28: 657-65.
29. Thompson, D. A., and P. R. Yarnold. 1995. "Relating Patient Satisfaction to Waiting Time Perceptions and Expectations: The Disconfirmation Paradigm." Academic Emergency Medicine 2: 1057-62.
30. Thompson, D. A., P. R. Yarnold, S. L. Adams, and A. B. Spaccone. 1996. "How Accurate Are Waiting Time Perceptions of Patients in the Emergency Department?" Annals of Emergency Medicine 28: 652-56.
31. Waggoner, D. M., E. B. Jackson, and D. E. Kern. 1981. "Physician Influence on Patient Compliance: A Clinical Trial." Annals of Emergency Medicine 10: 348-52.
32. Zeithamal, V. A., A. Parasuraman, and L. L. Berry. 1990. Delivering Quality Service: Balancing Customer Perceptions and Expectations. New York: Free Press.