What Drives Emergency Department Patient Satisfaction? An Empirical Test using Structural Equation Modeling

Christian Michel Sørup, Peter Jacobsen

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    Patient satisfaction determinants in emergency departments (EDs) have for decades been heavily investigated. Despite great focus, a lack of consensus about which parameters are deemed most important remains. This study proposes an integrated framework for ED patient satisfaction, testing four key hypotheses concerning effects between the latent constructs wait time, information delivery, safety, and infrastructure. The framework allow ED decision makers insight into the magnitude of the latent constructs’ importance with appertaining statistical significance based on an ample empirical sample. Such information is valuable to illuminate where to launch high impact initiatives to increase current ED patient satisfaction levels.
    Original languageEnglish
    Title of host publicationProceedings of the 20th EurOMA Conference
    Number of pages10
    PublisherEuropean Operations Management Association
    Publication date2013
    Publication statusPublished - 2013
    Event20th European Operations Management Association Conference: Operations Management at the Heart of the Recovery - Dublin, Ireland
    Duration: 7 Jun 201312 Jun 2013
    Conference number: 20


    Conference20th European Operations Management Association Conference
    Internet address

    Bibliographical note

    Original language: English
    Title: Proceedings of the 20th EurOMA Conference
    Place: Dublin, Ireland
    Number of pages: 10
    Publication date: 2013
    Pages: HOM-24
    State: Published


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