title: Factors affecting Department of Defense patient satisfaction in a military emergency department.
abstract: This descriptive, correlational study was conducted to explore factors (nurses and staff, doctors, waiting and convenience issues, and tests and treatments) and specific interpersonal behaviors affecting Department of Defense patient satisfaction in a military emergency department (ED). Data from a random sample of 534 patients using a mail-back questionnaire (N = 178) revealed that military patients who perceived the staff to have treated them courteously, taken their problems seriously, and paid attention to them during their stay were more satisfied with their military ED encounter. Patient satisfaction, expressed as likelihood to recommend the facility, was independent of major demographic characteristics such as age and sex. Our findings suggest that a patient's perception of the ED encounter, particularly the interactions between the patient and staff, ultimately influence satisfaction. Significant improvements in patient satisfaction might be realized if quality improvement efforts focus on providing ED staff specific training in interpersonal interactions.
authors.affiliation: 60th Medical Group, Travis Air Force Base, CA 94535-1800, USA.
authors.forename: H C
authors.initials: HC
authors.lastname: Campanella
authors.forename: P M
authors.initials: PM
authors.lastname: Campanella
authors.forename: K
authors.initials: K
authors.lastname: Grayson
mesh_terms: D000293:Adolescent; D000328:Adult; D001291:Attitude of Health Personnel; D002140:California; D002648:Child; D004636:Emergency Service, Hospital / Q000592:standards*; D005163:Factor Analysis, Statistical; D005260:Female; D006772:Hospitals, Military / Q000592:standards*; D006801:Humans; D008297:Male; D008875:Middle Aged; D008887:Military Medicine / Q000592:standards*; D008889:Military Personnel / Q000523:psychology*; D017060:Patient Satisfaction; D011369:Professional-Patient Relations; D012044:Regression Analysis; D011795:Surveys and Questionnaires; D013997:Time Factors; D017749:Total Quality Management