Determinants of patient satisfaction in a large, municipal ED: The role ofdemographic variables, visit characteristics, and patient perceptions

We investigated predictors of patient satisfaction in a large, municipal em ergency department (ED) Patients were telephoned 10 days postvisit, and sat isfaction was assessed using a structured survey with 22 items measuring se veral domains, as well as the estimated length of stay. The dependent varia bles consisted of ratings of overall satisfaction and likelihood of recomme nding the ED to others. Data were obtained from 437 (38.7%) patients. Univa riate statistics revealed strong relations between indicators of perceived care and both dependent variables, with weaker and mixed findings pertainin g to demographics and visit characteristics. The final logistic regression predicting overall satisfaction included the following items (P < .05): deg ree to which staff cared far the patient as a person, perceptions of safety , understandability of discharge instructions, nurse's technical skills, an d satisfaction with wait for physician. Likelihood to recommend was associa ted with (P < .05): degree to which staff cared for the patient as a person , understandability of discharge instructions, perceptions of safety, age, and insurance status. Patients' perceptions of care, rather than demographi cs and visa characteristics, most consistently predicted satisfaction. Howe ver, differences were observed between the specific predictors for overall satisfaction and likelihood to recommend, providing a possible explanation for inconsistencies observed in the literature.