Reference List

Patient Experience Task Force Article Library General Patient Satisfaction

  1. Deshpande, Satish P., and Jim DeMello. “An Empirical Investigation of Factors Influencing Career Satisfaction of Primary Care Physicians.” The Journal of the American Board of Family Medicine 23, no. 6 (2010): 762–69.
  2. Deshpande, Satish P., and Sagar S. Deshpande. “Career Satisfaction of Surgical Specialties.” Annals of Surgery 253, no. 5 (2011): 1011–16.
  3. Gross, D A, S J Zyzanski, E A Borawski, R D Cebul, and K C Stange. “Patient Satisfaction with Time Spent with Their Physician.” The Journal of Family Practice 47, no. 2 (August 1998): 133–37.
  4. Lee, S.-H., D.-S. Chang, O.-S. Kang, H.-H. Kim, H. Kim, H. Lee, H.-J. Park, and Y. Chae. “Do Not Judge according to Appearance: Patients’ Preference of a Doctor’s Face Does Not Influence Their Assessment of the Patient-Doctor Relationship.” Acupuncture in Medicine 30, no. 4 (December 1, 2012): 261–65.
  5. Lin, C T, et al. “Is Patients’ Perception of Time Spent with the Physician a Determinant of Ambulatory Patient Satisfaction?” Archives of Internal Medicine 161, no. 11 (June 11, 2001): 1437–42.
  6. McCord, Ronald S, Michael R Floyd, Forrest Lang, and Victoria K Young. “Responding Effectively to Patient Anger Directed at the Physician.” Family Medicine 34, no. 5 (May 2002): 331–36.
  7. Moghadam, Jila Manouchehri, et al. “Study of Patient Complaints Reported over 30 Months at a Large Heart Centre in Tehran.” Quality and Safety in Health Care 19, no. 5 (2010): 1–5.
  8. O’Hagan J, Persaud D.“Making Customer-Service a Priority in Health Care Organizations.” Healthcare Management Forum / Canadian College of Health Service Executives = Forum Gestion Des Soins de Santé / Collège Canadien Des Directeurs de Services de Santé 21, no. 4 (2008): 27–32. ?
  9. Rizvi, Rabab, Lindsay Raymer, Mark Kunik, and Joslyn Fisher. “Facets of Career Satisfaction for Women Physicians in the United States: A Systematic Review.” Women & Health 52, no. 4 (May 2012): 403–21.
  10. Soremekun, Olanrewaju A., James K. Takayesu, and Stephen J. Bohan. “Framework for Analyzing Wait Times and Other Factors That Impact Patient Satisfaction in the Emergency Department.” The Journal of Emergency Medicine 41, no. 6 (December 2011).
  11. Toma, Ghazwan, Wayne Triner, and Louise-Ann McNutt. “Patient Satisfaction as a Function of Emergency Department Previsit Expectations.” Annals of Emergency Medicine 54, no. 3 (September 2009): 360–367.e6.
  12. Thompson, David A., Paul R. Yarnold, Diana R. Williams, and Stephen L. Adams. “Effects of Actual Waiting Time, Perceived Waiting Time, Information Delivery, and Expressive Quality on Patient Satisfaction in the Emergency Department.” Annals of Emergency Medicine 28, no. 6 (1996): 657–65.
  13. Sun, B. C. et al. Determinants of patient satisfaction and willingness to return with emergency care. Ann Emerg Med 35, 426–434 (2000).
  14. Taylor C, Benger J. Patient satisfaction in emergency medicine. Emergency Medicine Journal?: EMJ. 2004;21(5):528-532
  15. Welch SJ. Twenty years of patient satisfaction research applied to the emergency department: qualitative review. Am J Med Qual. 2010 Jan-Feb;25(1):64-72
  16. Boudreaux ED, O'Hea EL. Patient satisfaction in the Emergency Department: a review of the literature and implications for practice. J Emerg Med. 2004 Jan;26(1):13-26.
  17. Schwartz TM, Tai M, Babu KM, Merchant RC. Lack of association between Press Ganey emergency department patient satisfaction scores and emergency department administration of analgesic medications. Ann Emerg Med. 2014 Nov;64(5):469-81.
  18. London KS, Singal B, Fowler J, Prepejchal R, Simmons S, Finefrock D. A Delphi Method Analysis to Create an Emergency Medicine Educational Patient Satisfaction Survey. Western Journal of Emergency Medicine. 2015;16(7):1106-1108. doi:10.5811/westjem.2015.10.28291.
  19. London KS, Druck J, Silver M, Finefrock D. Teaching the Emergency Department Patient Experience: Needs Assessment from the CORD-EM Task Force. Western Journal of Emergency Medicine. 2017;18(1):56-59.


  1. “Physician-Patient Communication: Enhancing Skills to Improve Patient Satisfaction.” Medscape.
  2. Barrier, Patricia A, James T C Li, and Norman M Jensen. “Two Words to Improve Physician-Patient Communication: What Else?” Mayo Clinic Proceedings 78, no. 2 (February 2003): 211–14.
  3. Griffith, Charles H., John F. Wilson, Shelby Langer, and Steven A. Haist. “House Staff Nonverbal Communication Skills and Standardized Patient Satisfaction.” Journal of General Internal Medicine 18, no. 3 (2003): 170–74.
  4. Ha, Jennifer Fong, and Nancy Longnecker. “Doctor-Patient Communication: A Review.” The Ochsner Journal 10, no. 1 (2010): 38–43.
  5. Janssen, Sabine M., and Antoine L.M. Lagro-Janssen. “Physician’s Gender, Communication Style, Patient Preferences and Patient Satisfaction in Gynecology and Obstetrics: A Systematic Review.” Patient Education and Counseling 89, no. 2 (November 2012): 221–26.
  6. Levinson, W., C. S. Lesser, and R. M. Epstein. “Developing Physician Communication Skills For Patient-Centered Care.” Health Affairs 29, no. 7 (July 1, 2010): 1310–18.
  7. Makoul, Gregory, Amanda Zick, and Marianne Green. “An Evidence-Based Perspective on Greetings in Medical Encounters.” Archives of Internal Medicine 167, no. 11 (2007): 1172–76.
  8. Mayer, T A, R J Cates, M J Mastorovich, and D L Royalty. “Emergency Department Patient Satisfaction: Customer Service Training Improves Patient Satisfaction and Ratings of Physician and Nurse Skill.” Journal of Healthcare Management / American College of Healthcare Executives 43, no. 5 (October 1998): 427–440; discussion 441–442.
  9. Nørgaard, Birgitte, Poul-Erik Kofoed, Kirsten Ohm Kyvik, and Jette Ammentorp. “Communication Skills Training for Health Care Professionals Improves the Adult Orthopaedic Patient’s Experience of Quality of Care: Communication in Orthopaedics.” Scandinavian Journal of Caring Sciences 26, no. 4 (December 2012): 698–704.
  10. Riess, H, et al. “Improving Empathy and Relational Skills in Otolaryngology Residents: A Pilot Study.” Otolaryngology -- Head and Neck Surgery 144, no. 1 (January 1, 2011): 120–22.
  11. Roter, Debra L., R, et al“The Impact of Patient and Physician Computer Mediated Communication Skill Training on Reported Communication and Patient Satisfaction.” Patient Education and Counseling
  12. Taylor, David McD, Rory Wolfe, and Peter A. Cameron. “Complaints from Emergency Department Patients Largely Result from Treatment and Communication Problems.” Emergency Medicine 14, no. 1 (2002): 43–49.

Risk Management

  1. Cydulka, Rita K., et al. “Association of Patient Satisfaction with Complaints and Risk Management among Emergency Physicians.” The Journal of Emergency Medicine 41, no. 4 (October 2011): 405–11.
  2. Eastaugh, Steven R. “Reducing Litigation Costs through Better Patient Communication.” Physician Executive 30, no. 3 (June 2004): 36–38.
  3. Fullam, Francis, Andrew N. Garman, Tricia J. Johnson, and Eric C. Hedberg. “The Use of Patient Satisfaction Surveys and Alternative Coding Procedures to Predict Malpractice Risk.” Medical Care 47, no. 5 (2009): 553–59.
  4. Hickson, Gerald B., and A. Dale Jenkins. “Identifying and Addressing Communication Failures as a Means of Reducing Unnecessary Malpractice Claims.” NC Med J 68, no. 5 (2007): 362–64.
  5. Hickson, Gerald B, Charles F Federspiel, Jennifer Blackford, James W Pichert, Walter Gaska, Michael W Merrigan, and Cynthia S Miller. “Patient Complaints and Malpractice Risk in a Regional Healthcare Center.” Southern Medical Journal 100, no. 8 (August 2007): 791–96.
  6. Hickson, Gerald B, Charles F Federspiel, James W Pichert, Cynthia S Miller, Jean Gauld-Jaeger, and Preston Bost. “Patient Complaints and Malpractice Risk.” JAMA: The Journal of the American Medical Association 287, no. 22 (June 12, 2002): 2951–57.
  7. Levinson, Wendy, et al “Physician-Patient Communication: The Relationship with Malpractice Claims among Primary Care Physicians and Surgeons.” JAMA 277, no. 7 (1997): 553–59.
  8. Rodriguez, H. P., et al. “Relation of Patients’ Experiences with Individual Physicians to Malpractice Risk.” International Journal for Quality in Health Care 20, no. 1 (November 16, 2007)
  9. Saxton JW. “Adverse Event Management: Your Evidence to Decrease Professional Liability Risk.” The Journal of Medical Practice Management: MPM 24, no. 1 (August 2008): 5–8.
  10. Stelfox, Henry Thomas, et al. “The Relation of Patient Satisfaction with Complaints against Physicians and Malpractice Lawsuits.” The American Journal of Medicine 118, no. 10 (October 2005): 1126–33.
  11. Tamblyn, Robyn, and Michal Abrahamowicz. “Physician Scores on a National Clinical Skills Examination as Predictors of Complaints to Medical Regulatory Authorities.” JAMA: The Journal of the American Medical Association 298, no. 9 (September 5, 2007): 993–1001.
  12. Virshup, B. B., A. A. Oppenberg, and M. M. Coleman. “Strategic Risk Management: Reducing Malpractice Claims Through More Effective Patient-Doctor Communication.” American Journal of Medical Quality 14, no. 4 (July 1, 1999): 153–59.
  13. Wallace, Lorraine S., David C. Cassada, William F. Ergen, and Mitchell H. Goldman. “Setting the Stage: Surgery Patients’ Expectations for Greetings during Routine Office Visits.” Journal of Surgical Research 157, no. 1 (November 2009): 91–95.

  Scores and Public Reporting

  1. “HCAHPS Fact Sheet 2012,”
  2. Barr, Judith K., Tierney E. Giannotti, Shoshanna Sofaer, Cathy E. Duquette, William J. Waters, and Marcia K. Petrillo. “Using Public Reports of Patient Satisfaction for Hospital Quality Improvement.” Health Services Research 41, no. 3p1 (2006): 663–82.
  3. Petrullo, Kristin A., Stacey Lamar, Oby Nwankwo-Otti, Kinta Alexander-Mills, and Deborah Viola. “The Patient Satisfaction Survey: What Does It Mean to Your Bottom Line?” Journal of Hospital Administration 2, no. 2 (December 11, 2012).


  1. Fenton, Joshua J. “The Cost of Satisfaction: A National Study of Patient Satisfaction, Health Care Utilization, Expenditures, and Mortality.” Archives of Internal Medicine 172, no. 5 (March 12, 2012): 405.
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