Annals of Emergency Medicine
Volume 39, Issue 2 , Pages 168-177 , February 2002

Rapid process redesign in a university-based emergency department: Decreasing waiting time intervals and improving patient satisfaction

Received 8 November 1999 ,Revised 10 September 2001 ,Accepted 11 October 2001.

References 

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  4. Hall MF, Press I. Keys to patient satisfaction in the emergency department: results of a multiple facility study. Hosp Health Service Admin. 1996;41:515–532
  5. Bursch B, Beezy J, Shaw R. Emergency department satisfaction: what matters most?. Ann Emerg Med. 1993;22:586–591
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  8. Rhee KJ, Allen RA, Bird J. Telephone vs. mail response to an emergency department patient satisfaction survey. Acad Emerg Med. 1998;5:1121–1123
  9. Mayer TA, Cates RJ, Mastorovich MJ, et al.  Emergency department patient satisfaction: customer service training improves patient satisfaction and ratings of physician and nurse skill. J Health Care Manag. 1998;43:427–440
  10. Rhee KJ, Bird J. Perceptions and satisfaction with emergency department care. J Emerg Med. 1996;14:679–683
  11. Thompson DA, Yarnold PR, Williams DR, et al.  Effects of actual waiting time, perceived waiting time, information delivery, and expressive quality on patient satisfaction in the emergency department. Ann Emerg Med. 1996;28:657–665

☆ Address for reprints: Daniel W. Spaite, MD, Arizona Emergency Medicine Research Center, Arizona Health Sciences Center, Box 245057, Tucson, AZ 85724-5057;,520-626-7957, fax 520-626-2480;,E-mail dan@aemrc.arizona.edu .

PII: S0196-0644(02)98665-8

doi: 10.1067/mem.2002.121215

Annals of Emergency Medicine
Volume 39, Issue 2 , Pages 168-177 , February 2002

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