Predicting patient satisfaction: A study of two Emergency Departments

Journal of Behavioral Medicine

Volumn 21, Issue 6, 1998, Pages 545-563

  Yarnold, Paul R ^a,b   Michelson, Edward A ^a   Thompson, David A ^c   Adams, Stephen L ^a  

^a NORTHWESTERN UNIVERSITY   (United States)

^b UNIVERSITY OF ILLINOIS AT CHICAGO   (United States)

^c MACNEAL HOSPITAL   (United States)

Author keywords

Academic vs. community hospital; Emergency service; Nonlinear statistical model; Optimal data analysis; Patient satisfaction; Physician behavior

Indexed keywords

ARTICLE; CLINICAL ARTICLE; COMMUNITY HOSPITAL; EMERGENCY WARD; HEALTH CARE PERSONNEL; HEALTH CARE QUALITY; HEALTH CARE SYSTEM; HUMAN; PATIENT SATISFACTION; PHYSICIAN; UNIVERSITY HOSPITAL;

CHICAGO; EMERGENCY SERVICE, HOSPITAL; FEMALE; HEALTH CARE SURVEYS; HOSPITALS, COMMUNITY; HOSPITALS, UNIVERSITY; HUMANS; INTERVIEWS; LOGISTIC MODELS; MALE; OBSERVER VARIATION; PATIENT SATISFACTION; PHYSICIAN-PATIENT RELATIONS; QUALITY ASSURANCE, HEALTH CARE; QUESTIONNAIRES; RANDOM ALLOCATION;

EID: 0032438312     PISSN: 01607715     EISSN: None     Source Type: Journal    
DOI: 10.1023/A:1018796628917     Document Type: Article

References (34)

1. Bjorvell, H., and Steig, J. (1991). Patients' perceptions of the health care received in an emergency department. Ann. Emerg. Med. 20: 734-738.
2. Bowers, M. R., Swan, J. E., and Koehler, W. F. (1994). What attributes determine quality and satisfaction with health care delivery? Health Care Mgmt. Rev. 19: 49-55.
3. Bursch, N., Beezy, J., and Shaw, R. (1993). Emergency department satisfaction: What matters most? Ann. Emerg. Med. 22: 586-591.
4. Carey, R. G., and Seibert, J. H. (1993). A patient survey system to measure quality improvement: Questionnaire reliability and validity. Med. Care. 31: 834-845.
5. Colt, H. G., and Solot, J. A. (1989). Attitudes of patients and physicians regarding physician dress and demeanor in the emergency department. Ann. Emerg. Med. 18: 145-151.
6. Davies, A. R., Ware, J. E., and Kosinski, M. (1995). Standardizing health care evaluations. Med. Outcomes Trust Bull. 3: 2-3.
7. Froehlich, G. W., and Welch, H. G. (1996). Meeting walk-in patients' expectations for testing: Effects on satisfaction. J. Gen. Intern. Med. 11: 470-474.
8. Glass, A. P. (1995). Identifying issues important to patients on a hospital satisfaction questionnaire. Psychiat. Services 46: 83-85.
9. Hall, M. F. (1995). Patient satisfaction or acquiescence? Comparing mail and telephone survey results. J. Health Care Marketing. 15: 54-61.
10. Harpole, L. H., Orav, E. J., Hickey, M., Posther, K. E., and Brennan, T. A. (1996). Patient satisfaction in the ambulatory setting: Influence of data collection methods and sociodemographic factors. J. Gen. Intern. Med. 11: 431-434.
11. Krishel, S., and Baraff, L. J. (1993). Effect of emergency department information on patient satisfaction. Ann. Emerg. Med. 22: 568-572.
12. Kristjanson, L. J. (1993). Validity and reliability testing of the FAMCARE scale: measuring family satisfaction with advanced cancer care. Soc. Sci. Med. 36: 693-701.
13. McMillan, J. R., Younger, M. S., and DeWine, L. C. (1986). Satisfaction with hospital emergency department as a function of triage. Health Care Med. Rev. 11: 21-27.
14. Mowen, J. C., Licata, J. W., and McPhail, J. (1993). Waiting in the emergency room: How to improve patient satisfaction. J. Health Care Marketing 13: 26-33.
15. Ostrander, R., Weinfurt, K. P., Yarnold, P. R., and August, G. (1998). Diagnosing attention deficit disorders using the BASC and the CBCL: Test and construct validity analysis using optimal discriminant classification trees. J. Consult. Clin. Psychol. 66: 660-672.
16. Priebe, S., and Gruyters, T. (1995). Patients' assessment of treatment predicting outcome. Schiz. Bull. 21: 87-94.
17. Robbins, J. A., Bertakis, K. D., Helms, L. J., Azari, R., Callahan, E. J., and Creten, D. A. (1993). The influence of physician practice behaviors on patient satisfaction. Family Med. 25: 17-20.
18. Ross, C. K., Steward, C. A., and Sinacore, J. M. (1995). A comparative study of seven measures of patient satisfaction. Med. Care 35: 392-406.
19. Rosenzweig, S. (1993). Emergency report. J. Emerg. Med. 11: 775-778.
20. Soltysik, R. C., and Yarnold, P. R. (1993). ODA 1.0: Optimal Data Analysis for DOS, Optimal Data Analysis, Inc., Chicago, IL.
21. Softysik, R. C., and Yarnold, P. R. (1994). Univariable optimal discriminant analysis: One-tailed hypotheses. Educ. Psychol. Measure. 54: 646-653.
22. Stone, V. E., Weissman, J. S., and Cleary, P. D. (1995). Satisfaction with ambulatory care of persons with AIDS: Predictors of patient ratings of quality. J. Gen. Intern. Med. 10: 239-245.
23. Stump, T. E., Dexter, P. R., Tierney, W. M., and Wolinsky, F. D. (1995). Measuring patient satisfaction with physicians among older and diseased adults in a primary care municipal outpatient setting: An examination of three instruments. Med Care 33: 958-972.
24. Taliaferro, E. (1983). A case study in management: The patient complaint. J. Emerg. Med. 1: 151-153.
25. Thompson, D. A., and Yarnold, P. R. (1995). Relating satisfaction to patients' waiting time perceptions and expectations: Testing the disconfirmation paradigm. Acad. Emerg. Med. 2: 1057-1062.
26. Thompson, D. A., Yarnold, P. R., Williams, D. R., and Adams, S. L. (1996a). The effects of actual waiting time, perceived waiting time, information delivery and expressive quality on patient satisfaction in the emergency department. Ann. Emerg. Med. 28: 657-665.
27. Thompson, D. A., Yarnold, P. R., Adams, S. L., and Spacone, A. B. (1996b). How accurate are patient's waiting time perceptions? Ann. Emerg. Med. 28: 652-656.
28. Yarnold, P. R. (1996a). Discriminating geriatric and non-geriatric patients using functional status information: An example of classification tree analysis via UniODA. Educ. Psychol. Measure. 56: 656-667.
29. Yarnold, P. R. (1996b). Characterizing and circumventing Simpson's paradox for ordered bivariate data. Educ. Psychol. Measure. 56: 430-442.
30. Yarnold, P. R., Bryant, F. B., and Grimm, L. G. (1987). Comparing the short and long versions of the student Jenkins Activity Survey. J. Behav. Med. 10: 75-90.
31. Yarnold, P. R., and Mueser, K. T. (1989). Meta analysis of the reliability of Type A behaviour measures. Brit. J. Med. Psychol. 62: 43-50.
32. Yarnold, P. R., Nightingale, S. D., Curry, R. H., and Martin, G. J. (1990). Psychological androgyny and preference for intubation in a hypothetical case of end-stage lung disease. Med. Dec. Making 10: 215-222.
33. Yarnold, P. R., and Softysik, R. C. (1991). Theoretical distributions of optima for univariate discrimination of random data. Dec. Sci. 22: 739-752.
34. Yarnold, P. R., Soltysik, R. C., and Bennett, C. L. (1997). Predicting in-hospital mortality of patients with AIDS-related Pneumocystis carinii pneumonia: An example of hierarchically optimal classification tree analysis. Stat. Med. 16: 1451-1463.