Background Patient satisfaction is an important assessment of hospital’s service quality. Patients from emergency department (ED) usually have high expectation on receiving timely and high quality medical service. They generally have low patient satisfaction. Patient satisfaction has been identified to be associated with willingness to return and recommendation of the medical service to others. Therefore, to identify the factors associated with patient satisfaction in ED is important. Factors associated with patient satisfaction could vary by different ED systems. This project aimed at synthesizing factors associated with patient satisfaction in ED in Mainland China, Hong Kong and Taiwan, and comparing the different factors associated with patient satisfaction among the three areas and make recommendations on interventions to improve patient satisfaction in ED. Methods This review retrieved published literatures from PubMed, CNKI, and Taiwan electronic periodical services (TEPS). There is no restriction on study design, study population and measurements of patient satisfaction. Studies reporting factors associated with patient satisfaction in ED, and studies reporting effective interventions of improving patient satisfaction in ED were included. A total of 20 including 12 studies about Mainland China, two studies about Hong Kong and six studies about Taiwan were included. Results Common factors associated with patient satisfaction in emergency services have been identified in Mainland China, Hong Kong and Taiwan as well as other countries. These common factors included patients' characteristics, technical skills of medical staff, service attitudes, communication skills, professional ethics, provision of sufficient information, waiting time, allocation of resources and physical environment of ED. Different health systems can explain some unique factors identified in different areas. Satisfaction with medical expenses has been identified as a factor associated with overall patient satisfaction of ED in Mainland China, which could be due to that patients in Mainland have higher out-of-pocket share. Hong Kong has a gate keeper system which results in a large number of inappropriate ED users and thereby increases the waiting time and causes the ED crowding. Conclusion On the basis of the identified factors, potential interventions such as providing patients with sufficient information and improving medical staff’s technical skills, service attitude and communication skills can be implemented to increase patient satisfaction. Future studies should focus more on the evaluation of specific interventions. / published_or_final_version / Medicine / Master / Master of Public Health

published_or_final_version / Dentistry / Master / Master of Dental Surgery

published_or_final_version / Community Medicine / Master / Master of Public Health

published_or_final_version / Medical Sciences / Master / Master of Medical Sciences

published_or_final_version / Medical Sciences / Master / Master of Medical Sciences

published_or_final_version / Medical Sciences / Master / Master of Medical Sciences

by Lo Pak Chuen. / Thesis (M.B.A.)--Chinese University of Hong Kong, 1998. / Includes bibliographical references (leaves 141-145). / Questionnaires in Chinese and English. / ABSTRACT --- p.iii / TABLE OF CONTENTS --- p.iv / LIST OF TABLES --- p.vii / LIST OF APPENDICES --- p.viii / ACKNOWLEDGEMENT --- p.ix / Chapter / Chapter I. --- INTRODUCTION --- p.1 / Rise of Consumerism --- p.1 / Consumerism and Health Care Reform --- p.2 / Recreation of Consumer --- p.2 / Consumer Rights - Patient Rights --- p.3 / Global Public Sector Reform --- p.3 / Redefining Citizens --- p.4 / Separation of Providers and Consumers --- p.4 / Participation - Public Participation --- p.5 / Hong Kong Health Care Reform --- p.5 / Establishment of Hospital Authority --- p.5 / Point of Contact: Hospital Authority and Patients --- p.6 / Rise of Patient Oriented Services and Total Quality Management Philosophy --- p.7 / Patients' Charter --- p.8 / Patient Satisfaction Measurement --- p.9 / Hospital Authority Complaint Channels --- p.9 / Public Participation --- p.10 / Purpose of the Study --- p.10 / Local Studies --- p.10 / Business Objectives --- p.11 / Research Objectives --- p.12 / Chapter II. --- METHODOLOGY --- p.13 / Definition of Concepts --- p.13 / Patient Participation --- p.13 / Background --- p.13 / Different Meanings in Different Contexts --- p.14 / Active Process --- p.14 / Attributes of Patient Participation --- p.14 / Relationship --- p.15 / Information Gap --- p.15 / Surrendering of Degree of Power and Control --- p.15 / Intellectual and Physical Attributes --- p.16 / Patient Satisfaction --- p.17 / Background --- p.17 / Theoretical Models of Patient Satisfaction --- p.18 / "Stimuli, Value Judgements, and Reactions" --- p.18 / Perceptual Realities --- p.18 / Intervention in the Patient Satisfaction Process --- p.18 / Individual Differences --- p.19 / Survey Design --- p.20 / Design --- p.20 / Sampling Site --- p.21 / Time --- p.22 / Respondents --- p.22 / Field Work --- p.22 / Questionnaire - Operationalization of Concepts --- p.23 / Patient Participation --- p.23 / Patient Satisfaction --- p.24 / Demographic Data and Hospital Experience --- p.25 / Hypotheses --- p.25 / Chapter III. --- DATA ANALYSIS --- p.26 / Survey Summary --- p.26 / Overview of Patient Satisfaction --- p.26 / Accessibility --- p.27 / Process --- p.27 / Outcomes --- p.28 / Overview of Patient Participation --- p.30 / Relationship --- p.30 / "Narrowing of Information, Knowledge and Competence Gap" --- p.30 / Spend Time to Search for Information --- p.30 / Patient - Health Care Professional Relationship --- p.31 / Knowledge about Patient Resources --- p.33 / Patients' Charter --- p.33 / Familiarity with Complaint Channels --- p.36 / Engagement of Physical and Intellectual Activities --- p.37 / Use Patient Resources --- p.37 / Use Complaint Channels --- p.37 / Public Participation --- p.38 / Revisit Same Hospital and Doctor --- p.39 / Demographic Data --- p.39 / Hospital Experience --- p.42 / Hypothesis - Data Reduction --- p.43 / Factor Analysis --- p.43 / Patient Participation --- p.44 / Patient Satisfaction --- p.48 / Patient Satisfaction Equation --- p.49 / Hypothesis Testing --- p.51 / Patient Participation and Satisfaction --- p.51 / Patient Participation Knowledge --- p.51 / Patient Participation Use --- p.52 / Correlation Studies --- p.53 / Demographic Variables and Participation --- p.53 / Chapter IV. --- IMPLICATIONS --- p.58 / Patient Participation --- p.58 / Relationship --- p.58 / "Narrowing of Information, Knowledge and Competence Gap" --- p.58 / Information Sharing and Decision Making --- p.58 / Opening Channels of Communication --- p.60 / Role of Nurse --- p.60 / Engage in Physical and Intellectual Activities --- p.61 / Promotion of Patients' Charter and Patient Resources --- p.61 / Complaint Channels --- p.61 / Patient Satisfaction --- p.62 / Comparison and Benchmarking --- p.62 / Theoretical Framework Revisited --- p.63 / Participation: Modify Patients' Expectations --- p.65 / Patients as High-Involvement Customers --- p.65 / Modify the Stimuli --- p.66 / Quality --- p.66 / Customer Chain --- p.67 / Chapter V. --- CONCLUSION --- p.68 / Limitations of the Study --- p.69 / Hypothesis Testing --- p.65 / Reliability and Validity --- p.70 / Quantitative Methodology --- p.71 / Scope of Study --- p.71 / APPENDICES --- p.73 / BIBLIOGRAPHY --- p.141