Journal of Emergency Nursing
Volume 36, Issue 5 , Pages 404-414 , September 2010

ED Services: The Impact of Caring Behaviors on Patient Loyalty

References 

  1. HCAHPS. Fact sheet. http://www.cms.hhs.gov/HospitalQualityInits/September 2007. Accessed June 4, 2009
  2. Hausman A. Modeling the patient-physician service encounter: Improving patient outcomes. J Acad Market Sci. 2004;32(4):403–417
  3. Godkin J, Godkin L. Caring behaviors among nurses: Fostering a conversation of gestures. Health Care Manage Rev. 2004;29(3):258–267
  4. Detmar SB, Muller MJ, Wever LD, et al. Patient-physician communication during outpatient palliative treatment visits: An observational study. JAMA. 2001;285(10):1351–1357
  5. Otani K, Kurz RS. The impact of nursing care and other healthcare attributes on hospitalized patient satisfaction and behavior intentions. J Healthc Manag. 2004;49(3):181–196
  6. Pålsson M-BE, Norberg A. Breast cancer patients’ experiences of nursing care with the focus on emotional support: The implementation of a nursing intervention. J Adv Nurs. 1995;21(2):277–285
  7. Davies B, Oberle K. Dimensions of the supportive role of the nurse in palliative care. Oncol Nurs Forum. 1990;17(1):87–94
  8. Skilbeck J, Payne S. Emotional support and the role of Clinical Nurse Specialists in palliative care. J Adv Nurs. 2003;43(5):521–530
  9. Reichheld F. The Ultimate Question: Driving Good Profits and True Growth. Watertown, MA: Harvard Business School Press; 2006;
  10. Reichheld F. The one number you need to grow. Harvard Business Review. December 1, 2003;81(12):46–54
  11. Press Ganey. Partners in Improvement. http://www.pressganey.com/Accessed July 1, 2008
  12. Kumar P, Kalwani M, Dada M. The impact of waiting time guarantees on customers’ waiting experiences. Mark Sci. 1997;16(4):295–314
  13. Indiana ranks in study of emergency room wait times. Inside Indiana business with Gerry Dick Web site. http://www.insideindianabusiness.com/newsitem.asp?ID=18352Updated June 2, 2008. Accessed June 11, 2008
  14. Emergency department pulse report: Patient perspectives on American health care. Press Ganey. http://www.pressganey/com/galleries/default-file/2008_ED_Pulse_Report.pdfAccessed June 9, 2009

 Earn Up to 9.5 CE Hours. See page 515.

PII: S0099-1767(09)00219-0

doi: 10.1016/j.jen.2009.05.001

Journal of Emergency Nursing
Volume 36, Issue 5 , Pages 404-414 , September 2010