Patient satisfaction within an emergency department: the impact of a hospital volunteer program

During the past decade, the proliferation of managed care plans and the reduction of governmental reimbursement has seriously eroded hospital revenues. As a result, hospitals are managing with less resources yet confronting more complex patient problems, particularly in the Emergency Department of the hospital. Since the Emergency Department is frequently the major interface between the hospital and the community, it is essential that patients have a positive experience while obtaining care. This study explores the impact of a hospital-based volunteer program upon patient satisfaction within an Emergency Department and the implications for hospital administrators.