61 Copyright © 2018, IGI Global. Copying or distributing in print or electronic forms without written permission of IGI Global is prohibited. Chapter 3 DOI: 10.4018/978-1-5225-5045-7.ch003 ABSTRACT In complex systems, such as healthcare, patient satisfaction is identified as the patient experience of care and has been referred to as the “indispensable outcome.” The main goals of ED practitioners are the patient satisfaction along with maintaining optimal outcomes. Patient satisfaction has become a very important outcome measure when assessing healthcare systems performance. Nevertheless, it is a complex confusing concept. Some providers suggest several activities in order to enhance the satisfaction with- out being sure if these actions really improve satisfaction or no. Also, patient satisfaction enhancement activities should not conflict with cost efficacy. Several factors fall under patient satisfaction. Interviews with physicians prove that patients have specific expectations during a clinical encounter; being aware of these expectations, physicians can fulfill patient satisfaction. The goal of this chapter is to determine the contribution and effect of these factors in influencing patient satisfaction. INTRODUCTION Patient satisfaction started to be more highlighted and discussed in 1980’s. Between 1980 and 1996, the researches on this topic were highly increased. The approach of considering patient satisfaction as an important measure plays an effective role in making the healthcare providers accountable to their patients and thus is an important healthcare service provided by the hospital to its patients. Patient satisfaction can be referred to as a general point of view towards an experience of healthcare, may comprises emotional facet and relates to some desired expectations or social networks (Keegan et al., Factors Influencing Patients’ Satisfaction Soraia Oueida American University of Middle East, Kuwait Seifedine Kadry Beirut Arab University, Lebanon Sorin Ionescu Polytechnic University of Bucharest, Romania