Low patient satisfaction scores: the five stages of response.
When faced with poor patient satisfaction scores, emergency department physicians and medical directors have similar reactions. Ironically, the emotions experienced mimic the stages of grief.
Twanmoh
Joseph R
JR
Division of Emergency Medicine, Univeristy of Maryland School of Medicine, Baltimore, USA. jtwanmob@comcast.net
D004636:Emergency Service, Hospital / Q000458:organization & administration*; D006801:Humans; D017060:Patient Satisfaction; D011785:Quality Assurance, Health Care; D014481:United States