Emergency department patient satisfaction: customer service training improves patient satisfaction and ratings of physician and nurse skill.

@article{Mayer1998EmergencyDP,
  title={Emergency department patient satisfaction: customer service training improves patient satisfaction and ratings of physician and nurse skill.},
  author={Thom A. Mayer and R J Cates and Mary Jane Mastorovich and D L Royalty},
  journal={Journal of healthcare management / American College of Healthcare Executives},
  year={1998},
  volume={43 5},
  pages={427-40; discussion 441-2}
}
Customer service initiatives in healthcare have become a popular way of attempting to improve patient satisfaction. This study investigates the effect of clinically focused customer service training on patient satisfaction in the setting of a 62,000-visit emergency department and level I trauma center. Analysis of patient complaints, patient compliments, and a statistically verified patient-satisfaction survey indicate that (1) all 14 key quality characteristics identified in the survey… CONTINUE READING