Customer experience contains all, what happens in patient's clinical pathway, communication situation and the other ones, from first call to health care to after care. The purpose of this thesis was to review narrative literature review to clarify the patient's customer experience in emergency department and in context affected factor. The goal was to add emergency departments staff knowledge of matters and in that case improve patient's customer experience in emergency department. Consignor for this thesis was Varha, Tyks Acute.

Information search was implemented systematically by using PubMed, Medic and Cinahl databases. About 14 researchers were selected, which analyzed using inductive content analysis.

These things have influence to customer experience: information and consideration, patient engage in, health care function, culture, and ethnicity, waiting period in ER, emergency departments crowding, care evolve, taking good care of patients and patients feedback.

Based on studies many factors have an impact on customer experience, from communication to congested emergency. Also based on these studies results can be deducted, how much customer experience affects patients care in modern day along with there should be develop separate instrument to measure customer experience in emergency department. Customer experience should be study more in Finland.