The Effect of Urgency on Patient Satisfaction and Future Emergency Department Choice
Satisfaction with various aspects of a hospital visit may affect a patient's decisions about future patronage. Relationships between aspects of satisfaction, future use, and referral intentions, moderated by urgency, are explored in this study of '493 privately insured individuals. Results confirm the strong association between satisfaction and future intentions already established for other medical services and support increased attention to interactive marketing in medical settings.
Mack, J. L., File, K. M., Horwitz, J. E., & Prince, R. A. (1995). The effect of urgency on patient satisfaction and future emergency department choice. Health Care Management Review, 20(2), 7-15.
Judith L. Mack, B.S., M.A., Doctoral Candidate, is an adjunct professor of marketing in the MBA program at Sacred Heart University in Fairfield, Connecticut.