Managing patient waits in hospital emergency departments

Health Care Manager

Volumn 21, Issue 1, 2002, Pages 46-61

  Fottler, Myron D ^a   Ford, Robert C ^a  

^a UNIVERSITY OF CENTRAL FLORIDA   (United States)

Author keywords

Emergency services; Patient satisfaction; Waiting times

Indexed keywords

ADAPTIVE BEHAVIOR; ARTICLE; DOCTOR PATIENT RELATION; EMERGENCY HEALTH SERVICE; HEALTH CARE DELIVERY; HOSPITAL; HOSPITAL ADMISSION; HOSPITAL MANAGEMENT; HUMAN; ORGANIZATION AND MANAGEMENT; PATIENT SATISFACTION; PRACTICE GUIDELINE; STANDARD; TIME MANAGEMENT; TIME PERCEPTION; TOTAL QUALITY MANAGEMENT; UNITED STATES; UTILIZATION REVIEW;

ADAPTATION, PSYCHOLOGICAL; APPOINTMENTS AND SCHEDULES; EMERGENCY SERVICE, HOSPITAL; GUIDELINES; HEALTH SERVICES ACCESSIBILITY; HOSPITAL-PATIENT RELATIONS; HOSPITALS, URBAN; HUMANS; PATIENT SATISFACTION; TIME MANAGEMENT; TIME PERCEPTION; TOTAL QUALITY MANAGEMENT; UNITED STATES; WAITING LISTS;

EID: 0036728664     PISSN: 15255794     EISSN: 1550512X     Source Type: Journal    
DOI: 10.1097/00126450-200209000-00004     Document Type: Article

References (8)

1. S. Sherman, Total Customer Satisfaction: A Comprehensive Approach for Health Care Providers (San Francisco: Jossey-Bass, 1999), 26-27.
2. S. Sherman, Total Customer Satisfaction: A Comprehensive Approach for Health Care Providers (San Francisco: Jossey-Bass, 1999), 95-97.
3. S. Sherman, Total Customer Satisfaction: A Comprehensive Approach for Health Care Providers (San Francisco: Jossey-Bass, 1999), 108.
4. J.L. Heskett, W.E. Sasser, Jr., and C.W.L. Hart, Service Breakthroughs: Changing the Rules of the Game (New York: The Free Press, 1990),138-141.
5. J.B. Jun, S.H. Jacobson, and J.R. Swisher, “Application of Discrete-Event Simulation in Health Care Clinics: A Survey,” Journal of the Operational Research Society 50, no 2 (1999):112.
6. K. Mills, “Hospitals Offer More Medical Products,” Gainesville (Florida) Sun (26 August 2001): p. 1G.
7. S. Sherman, Total Customer Satisfaction: A Comprehensive Approach for Health Care Providers (San Francisco: Jossey-Bass, 1999): 67, 122-123.
8. Q. Studer and G. Boylan, Turning Customer Satisfaction into Bottom Line Results (Presentation made at the Baptist Health Care Leadership Institute, Pensacola Florida, June 8-9, 2000).