What Most Dissatisfies Emergency Department Patients?

Paul R. Yarnold

Optimal Data Analysis, LLC

Novometric analysis is used to determine aspects of care which induce greatest dissatisfaction among Emergency Department (ED) patients. Data were obtained from a satisfaction survey on which responses were obtained using five-point Likert-type scales. The first analysis discriminated 131 strongly dissatisfied and 114 moderately dissatisfied patients, and the second analysis discriminated 182 patients who were very unlikely and 92 patients who were moderately unlikely to recommend the ED to others. Maximum dissatisfaction was associated with perceived inadequacy of physician explanation of one’s illness or injury, and minimum likelihood of recommending the ED to others was associated with extreme dissatisfaction with time spent in the treatment area waiting to see the physician.

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