Despite longer wait times, satisfaction still improves.

A new survey from Press Ganey Associates shows that ED managers are becoming increasingly adept at implementing strategies to improve communications with patients, which in turn, increases satisfaction. Here are some approaches recommended by ED managers: * Apologize for long waits, and do not get into an argument with the patient over the delay. * Use announcements in the waiting room and signs in patients' rooms to announce long waits, and keep patients updated. * Always overestimate the time it will take to obtain test results.