What Influences Patients to Recommend an Emergency Department to Others?

Paul R. Yarnold

Optimal Data Analysis, LLC

Recent research reported that an Emergency Department (ED) patient’s ratings of how well the physician explained one’s illness or injury is the best discriminator of extreme satisfaction versus extreme dissatisfaction ratings regarding care received in the ED. The present study uses novometric analysis to discriminate 1,012 ED patients who are highly likely, versus 182 who are highly unlikely, to recommend the ED to others. Although ratings of satisfaction and likelihood to recommend are nearly perfectly related, novometry reveals that the best discriminator of ratings of extreme likelihood to recommend versus not to recommend the ED to others is waiting time in the treatment area before being seen by one’s physician.

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