TY - JOUR
T1 - Association between surgical patient satisfaction and nonmodifiable factors
AU - Martin, Luke
AU - Presson, Angela P.
AU - Zhang, Chong
AU - Ray, David
AU - Finlayson, Samuel
AU - Glasgow, Robert
N1 - Publisher Copyright:
© 2017 Elsevier Inc.
PY - 2017/6/15
Y1 - 2017/6/15
N2 - Background Patient satisfaction surveys are an important tool in measuring physician performance. We hypothesized that nonmodifiable factors would be associated with surgical outpatient satisfaction scores. Methods Press Ganey Consumer Assessment of Health Providers and Systems outpatient satisfaction scores from completed surveys (18,373) at an academic department of surgery were reviewed. Data were collected on patient factors, provider specialty, practice setting, and first visit status. Patients were divided into groups based on satisfaction scores—completely satisfied (score = 100) or less satisfied (score ≤99). Generalized estimating equation logistic regression analysis was performed to identify factors predictive of patient satisfaction. Results Patients less likely to be completely satisfied were younger (odds ratio [OR] 0.54; confidence interval [CI] 0.43-0.69, P < 0.001 for 18-29 y versus >80 y) and were more likely to be seeing their surgeon for the first time (OR 0.84; CI 0.78-0.89, P < 0.001 for first versus return patients). Compared with patients seen at hospital subspecialty clinics, patients were more likely to be satisfied if seen at a cancer center clinic (OR 1.22; CI 1.13-1.32, P < 0.001) or a community ambulatory clinic (OR 1.30; CI 1.18-1.43, P < 0.001). There was no difference in satisfaction among patients seen in General Surgery, Plastic Surgery, or Otolaryngology Clinics. Patients were less likely to be satisfied when seen in Urology (OR 0.82; CI 0.75-0.91, P < 0.001) and Vascular Surgery (OR 0.75; CI 0.62-0.92, P = 0.006) clinics compared with General Surgery Clinics. Conclusions Using satisfaction scores to evaluate providers should take into account nonmodifiable factors of the underlying patient population, the specialty of the provider, and the practice setting of the visit.
AB - Background Patient satisfaction surveys are an important tool in measuring physician performance. We hypothesized that nonmodifiable factors would be associated with surgical outpatient satisfaction scores. Methods Press Ganey Consumer Assessment of Health Providers and Systems outpatient satisfaction scores from completed surveys (18,373) at an academic department of surgery were reviewed. Data were collected on patient factors, provider specialty, practice setting, and first visit status. Patients were divided into groups based on satisfaction scores—completely satisfied (score = 100) or less satisfied (score ≤99). Generalized estimating equation logistic regression analysis was performed to identify factors predictive of patient satisfaction. Results Patients less likely to be completely satisfied were younger (odds ratio [OR] 0.54; confidence interval [CI] 0.43-0.69, P < 0.001 for 18-29 y versus >80 y) and were more likely to be seeing their surgeon for the first time (OR 0.84; CI 0.78-0.89, P < 0.001 for first versus return patients). Compared with patients seen at hospital subspecialty clinics, patients were more likely to be satisfied if seen at a cancer center clinic (OR 1.22; CI 1.13-1.32, P < 0.001) or a community ambulatory clinic (OR 1.30; CI 1.18-1.43, P < 0.001). There was no difference in satisfaction among patients seen in General Surgery, Plastic Surgery, or Otolaryngology Clinics. Patients were less likely to be satisfied when seen in Urology (OR 0.82; CI 0.75-0.91, P < 0.001) and Vascular Surgery (OR 0.75; CI 0.62-0.92, P = 0.006) clinics compared with General Surgery Clinics. Conclusions Using satisfaction scores to evaluate providers should take into account nonmodifiable factors of the underlying patient population, the specialty of the provider, and the practice setting of the visit.
KW - Patient centered care
KW - Patient experience
KW - Patient satisfaction
KW - Physician performance
KW - Quality of care
KW - Satisfaction scores
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U2 - 10.1016/j.jss.2017.03.029
DO - 10.1016/j.jss.2017.03.029
M3 - Article
C2 - 28624052
AN - SCOPUS:85018498644
SN - 0022-4804
VL - 214
SP - 247
EP - 253
JO - Journal of Surgical Research
JF - Journal of Surgical Research
ER -