Same Physician, Different Location, Different Patient Satisfaction Scores

Brad S Bendesky; Krystal Hunter; Michael A Kirchhoff; Christopher W Jones

doi:10.1016/j.annemergmed.2015.12.021

Back

Same Physician, Different Location, Different Patient Satisfaction Scores

Journal article

Peer reviewed

Same Physician, Different Location, Different Patient Satisfaction Scores

Brad S Bendesky, Krystal Hunter, Michael A Kirchhoff and Christopher W Jones

Annals of emergency medicine, v 68(5), pp 531-535

01 Nov 2016

DOI: https://doi.org/10.1016/j.annemergmed.2015.12.021

PMID: 26875063

Featured in Collection : UN Sustainable Development Goals @ Drexel

Additional Links

Abstract

Ambulatory Care Facilities - standards

Ambulatory Care Facilities - statistics & numerical data

Emergency Service, Hospital - standards

Emergency Service, Hospital - statistics & numerical data

Female

Humans

Male

Middle Aged

Patient Satisfaction - statistics & numerical data

Physician-Patient Relations

Physicians - standards

Physicians - statistics & numerical data

We assess whether patient satisfaction scores differ for individual emergency physicians according to the clinical setting in which patients are treated. We obtained Press Ganey satisfaction survey results from June 2013 to August 2014 for patients treated in either an urban hospital emergency department (ED) or 2 affiliated suburban urgent care centers. The same physicians work in all 3 facilities. Physicians with available survey results from at least 10 patients in both settings were included. Survey scores range from 1 (very poor) to 5 (very good). Survey questions directly assessed physicians' courtesy, ability to keep patients informed about their treatment, concern for patient comfort, listening ability, and the overall care at the facility. We calculated differences in mean urgent care and ED scores for individual physicians, along with the mean of these differences. Our primary outcome was the mean difference between urgent care and ED score with respect to physician courtesy. Seventeen physicians met inclusion criteria. For all 17 physicians, the point estimate for the mean urgent care courtesy score was higher than the point estimate for the mean ED courtesy score. The mean difference in courtesy scores between urgent care and the ED was 0.35 (95% confidence interval 0.22 to 0.49). ED scores were also consistently lower than urgent care scores for keeping patients informed about their treatment, concern for patient comfort, listening ability, and overall care rating. Although these results are limited by small sample size, we found that physicians consistently received lower satisfaction ratings from ED patients than from urgent care patients. This challenges the validity of using satisfaction scores to compare providers in different practice settings.

Metrics

4 Record Views

27 citations in Web of Science

31 citations in Scopus

See more details

Details

Title: Same Physician, Different Location, Different Patient Satisfaction Scores
Creators: Brad S Bendesky - Cooper Medical School of Rowan University
Krystal Hunter - Cooper University Hospital
Michael A Kirchhoff - Cooper Medical School of Rowan University
Christopher W Jones - Cooper Medical School of Rowan University
Publication Details: Annals of emergency medicine, v 68(5), pp 531-535
Publisher: Elsevier
Resource Type: Journal article
Language: English
Academic Unit: Emergency Medicine
Web of Science ID: WOS:000387298700003
Scopus ID: 2-s2.0-84971440680
Other Identifier: 991021903300904721

UN Sustainable Development Goals (SDGs)

This publication has contributed to the advancement of the following goals:

InCites Highlights

Data related to this publication, from InCites Benchmarking & Analytics tool:

Collaboration types: Domestic collaboration
Web of Science research areas: Emergency Medicine