Abstract：
:This study aims to examine whether humanity of care and environmental comfort played a role in moderating the relationship between waiting time and patient satisfaction in an emergency department (ED). The study used a cross-sectional and non-randomized design. A total of 260 ED patients in two hospitals in Italy completed a self-report questionnaire. Moderated regression showed that after adjusting for control variables, waiting time was significantly and inversely associated with patient satisfaction. Humanity of care and environmental comfort showed a positive and significant association with patient satisfaction. Finally, the interaction term between waiting time and humanity of care was found to be significant, whereas the interaction effect between waiting time and environmental comfort was not significant. The conditional effect showed that when humanity of care was low, waiting time was negatively and significantly related to patient satisfaction. By contrast, when humanity of care was medium and high, the relationship between waiting time and patient satisfaction was not significant. These findings shed light on the key role of humanity of care in moderating the relationship between waiting time and patient satisfaction. The complex interrelations emerged should be carefully considered when interventions to foster patient satisfaction in an ED context are planned.
journal_name
Int J Environ Res Public Healthauthors
Viotti S,Cortese CG,Garlasco J,Rainero E,Emelurumonye IN,Passi S,Boraso F,Gianino MMdoi
10.3390/ijerph17082939subject
Has Abstractpub_date
2020-04-24 00:00:00issue
8eissn
1661-7827issn
1660-4601pii
ijerph17082939journal_volume
17pub_type
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