Framework for analyzing wait times and other factors that impact patient satisfaction in the emergency department.

Background: Wait times and patient satisfaction are important administrative metrics in emergency departments (EDs), as they are critical to return patronage, liability, and remuneration. Although several factors have been shown to impact patient satisfaction, little attention has been paid to understanding the psychology of waiting and patient satisfaction.

Objective: We utilize concepts that have been applied in other service industries to conceptualize factors that impact patient satisfaction.