Patient Expectations and Satisfaction in the Emergency Department

Background: Patient satisfaction is a metric used to assess the quality and efficiency of emergency department (ED) care.An examination of patient expectations in the ED may help with understanding patient satisfaction.The objective of this paper was to determine whether the expectations of patients presenting to two affiliated EDs were met and whether these expectations were associated with overall patient satisfaction.Methods: We conducted a survey-based study from June to August 2024, at two affiliated EDs in a Midwestern metropolitan area.Patients were surveyed both pre-and post-care to evaluate their expectations and satisfaction.We also collected medical records data to determine if patient expectations were met.Results: Of the 402 patients in the study sample, 296 (73.6%) reported being satisfied with their care, and 12 (3.0%) reported being either unsatisfied or somewhat unsatisfied.The majority of patients (n=232; 57.7%) were roomed within 45 minutes.We did not find an association between self-reported satisfaction and wait time until roomed or between satisfaction and the expectation of certain services (eg, blood work, imaging, medication) and not receiving them.Statistical modeling only showed an association between positive written comments and overall satisfaction.Conclusion: With study results failing to show a significant relationship between patient care expectations and satisfaction, patient satisfaction may depend on other interconnected factors.Additional research should be conducted to further examine how combinations of care and visit elements may affect patients' overall satisfaction with ED care.