PMID: 8597916Dec 1, 1995Paper

Relating patient satisfaction to waiting time perceptions and expectations: the disconfirmation paradigm

Academic Emergency Medicine : Official Journal of the Society for Academic Emergency Medicine
D A Thompson, P R Yarnold

Abstract

To determine the association of patient satisfaction with waiting time perceptions and expectations. A random sample of patients seen at one community hospital ED during a one-year period was surveyed by telephone within two to four weeks of evaluation to determine perceived satisfaction and waiting time perceptions and expectations. In response to 3,641 attempted phone surveys, 1,574 patients had usable interviews. Consistent with a hypothesis derived using the disconfirmation paradigm (i.e., that satisfaction is a function of the magnitude and direction of the difference between perceived service and expected service), the patients were least satisfied when waiting times were longer than expected, were relatively satisfied when waiting times were perceived as equal to expectations, and were highly satisfied when waiting times were shorter than expected (p < 0.0001). Overall, the measure of effect strength (values from 0 to 1) of perceived waiting time vs expectation on the patient satisfaction score was 0.32, indicating moderate association. The current study supports the validity of the disconfirmation paradigm in relating patient satisfaction to waiting time perceptions and expectations. Furthermore, it emphasizes that achi...Continue Reading

References

Jan 1, 1986·Health Care Management Review·J R McMillanL C DeWine
Jul 8, 1989·The Journal of Ambulatory Care Management·E Matulich, D W Finn

❮ Previous
Next ❯

Citations

Jan 31, 2004·The Journal of Emergency Medicine·Edwin D Boudreaux, Erin L O'Hea
Nov 24, 1999·The American Journal of Medicine·H R BurstinT A Brennan
Dec 22, 2007·The American Journal of Bioethics : AJOB·Raul B EastonJason Hughes
Jan 1, 2004·Telemedicine Journal and E-health : the Official Journal of the American Telemedicine Association·Paul T DickUNKNOWN Telehome Care Team
Mar 19, 2008·Pediatric Emergency Care·Damian Roland, Gary Geelhoed
Mar 21, 2000·International Journal of Health Care Quality Assurance Incorporating Leadership in Health Services·J Coyle, B Williams
Jul 25, 2000·Academic Emergency Medicine : Official Journal of the Society for Academic Emergency Medicine·A TroutJ R Hedges
Jan 3, 2001·Academic Emergency Medicine : Official Journal of the Society for Academic Emergency Medicine·H BatalP S Mehler
Mar 26, 2003·Nihon Naika Gakkai zasshi. The Journal of the Japanese Society of Internal Medicine·Shuji ShimazakiYoshihiro Yamaguchi
Sep 21, 2004·The British Journal of Ophthalmology·B L Conner-SpadyUNKNOWN Steering Committee of the Western Canada Waiting List Project
Aug 31, 2004·Emergency Medicine Journal : EMJ·C Taylor, J R Benger
Mar 1, 2005·Emergency Medicine Journal : EMJ·E CrossJ Arnold
Oct 3, 2013·International Journal of Emergency Medicine·Michael F KamaliSandra M Schneider
Dec 4, 2002·Academic Emergency Medicine : Official Journal of the Society for Academic Emergency Medicine·Nathan D MagaretJerris R Hedges
Sep 4, 2012·The Western Journal of Emergency Medicine·Lalena M YarrisRobert L Norton
Aug 14, 2002·Irish Journal of Medical Science·C De BrúnA Kelly
Mar 22, 2006·International Journal of Health Care Quality Assurance Incorporating Leadership in Health Services·Rade B Vukmir
Feb 20, 2007·The Journal of Emergency Medicine·Gregory D SmithWilliam Dalsey
Jan 8, 2004·Academic Emergency Medicine : Official Journal of the Society for Academic Emergency Medicine·Edwin D BoudreauxGlenn N Jones
Jun 6, 2003·Journal of Evaluation in Clinical Practice·Vahé A KazandjianKarol G Wicker
Jul 6, 2004·Accident and Emergency Nursing·Stuart NairnGarry Swann
Dec 1, 1996·Annals of Emergency Medicine·D A ThompsonA B Spacone
Apr 15, 2005·Emergency Medicine Clinics of North America·David E FosnochtErik D Barton
Oct 5, 2014·The Journal of Emergency Medicine·Lalena M YarrisRobert L Norton
Apr 23, 2013·The Journal of Emergency Medicine·Orhan CinarTroy Madsen
May 29, 2004·Value in Health : the Journal of the International Society for Pharmacoeconomics and Outcomes Research·Richard Shikiar, Anne M Rentz
Jun 4, 2016·International Journal of Health Care Quality Assurance·Y L BastaE M A Smets
Jun 16, 2016·Japan Journal of Nursing Science : JJNS·Heesook Son, Young-Hee Yom
Jul 10, 2016·Der Chirurg; Zeitschrift für alle Gebiete der operativen Medizen·C MeyerV Fendrich
Jan 24, 2007·The Journal of Emergency Medicine·Tara N Cassidy-SmithEdwin D Boudreaux
May 4, 2017·Health Marketing Quarterly·Polly J DavenportS Robert Hernandez
Jan 14, 2004·American Journal of Medical Quality : the Official Journal of the American College of Medical Quality·Stephen J Aragon
Jan 14, 2004·American Journal of Medical Quality : the Official Journal of the American College of Medical Quality·Stephen J Aragon, Sabina B Gesell
Nov 15, 2018·Open Medicine·Tatjana Kitić JakličKsenija Tušek Bunc
Feb 27, 2019·Dermatologic Surgery : Official Publication for American Society for Dermatologic Surgery [et Al.]·Anthony M RossiIan A Maher
Apr 5, 2002·Journal of the American Academy of Nurse Practitioners·F L ColeJ Lindenberg

❮ Previous
Next ❯

Related Concepts

Trending Feeds

COVID-19

Coronaviruses encompass a large family of viruses that cause the common cold as well as more serious diseases, such as the ongoing outbreak of coronavirus disease 2019 (COVID-19; formally known as 2019-nCoV). Coronaviruses can spread from animals to humans; symptoms include fever, cough, shortness of breath, and breathing difficulties; in more severe cases, infection can lead to death. This feed covers recent research on COVID-19.

Blastomycosis

Blastomycosis fungal infections spread through inhaling Blastomyces dermatitidis spores. Discover the latest research on blastomycosis fungal infections here.

Nuclear Pore Complex in ALS/FTD

Alterations in nucleocytoplasmic transport, controlled by the nuclear pore complex, may be involved in the pathomechanism underlying multiple neurodegenerative diseases including Amyotrophic Lateral Sclerosis and Frontotemporal Dementia. Here is the latest research on the nuclear pore complex in ALS and FTD.

Applications of Molecular Barcoding

The concept of molecular barcoding is that each original DNA or RNA molecule is attached to a unique sequence barcode. Sequence reads having different barcodes represent different original molecules, while sequence reads having the same barcode are results of PCR duplication from one original molecule. Discover the latest research on molecular barcoding here.

Chronic Fatigue Syndrome

Chronic fatigue syndrome is a disease characterized by unexplained disabling fatigue; the pathology of which is incompletely understood. Discover the latest research on chronic fatigue syndrome here.

Evolution of Pluripotency

Pluripotency refers to the ability of a cell to develop into three primary germ cell layers of the embryo. This feed focuses on the mechanisms that underlie the evolution of pluripotency. Here is the latest research.

Position Effect Variegation

Position Effect Variagation occurs when a gene is inactivated due to its positioning near heterochromatic regions within a chromosome. Discover the latest research on Position Effect Variagation here.

STING Receptor Agonists

Stimulator of IFN genes (STING) are a group of transmembrane proteins that are involved in the induction of type I interferon that is important in the innate immune response. The stimulation of STING has been an active area of research in the treatment of cancer and infectious diseases. Here is the latest research on STING receptor agonists.

Microbicide

Microbicides are products that can be applied to vaginal or rectal mucosal surfaces with the goal of preventing, or at least significantly reducing, the transmission of sexually transmitted infections. Here is the latest research on microbicides.