Association Between Orthopaedic Outpatient Satisfaction and Non-Modifiable Patient Factors

Abtahi, Amir M.; Presson, Angela P.; Zhang, Chong; Saltzman, Charles L.; Tyser, Andrew R.

doi:10.2106/jbjs.n.00950

Cited by 93 publications

(78 citation statements)

References 17 publications

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“…As others have noted, satisfaction correlates only weakly with quality12; and many determinants of patients’ satisfaction are non-modifiable 13. It would be interesting to compare EDs’ Yelp reviews both to other measures of patient satisfaction (eg, Press-Ganey) and to objective measures of quality.…”

mentioning

confidence: 99%

Online emergency department ratings, patient satisfaction and the age-old issue of communication

Ranney

Peimer

2015

BMJ Qual Saf

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mentioning

confidence: 99%

Online emergency department ratings, patient satisfaction and the age-old issue of communication

Ranney

Peimer

2015

BMJ Qual Saf

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“…For patients with multiple new visits during the study period with several providers, only the first visit was included. Perfect satisfaction was defined as receiving a 100 on a question given the high ceiling effect of the survey [6,26,27]. A frequency analysis of patients giving perfect satisfaction for each individual question (e.g., a perfect total score) was calculated.…”

Section: Methodsmentioning

confidence: 99%

“…A plethora of evidence in the literature has described factors that affect patient satisfaction that are unlikely to be representative of the value of care delivered. Examples of these include patient age [6][7][8], education level [9,10], race [9,[11][12][13][14] and sex [8,[13][14][15], provider race [12,[16][17][18] and sex [19,20], distance traveled to appointment [6,21], setting/location of the appointment [9,13,22,23], patient psychological status [24], and time between appointment and completion of survey [25].…”

Section: Introductionmentioning

confidence: 99%

Evaluating opportunities for improved orthopedics outpatient satisfaction: an analysis of Press Ganey® Outpatient Medical Practice Survey responses

et al. 2020

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Introduction:The Press Ganey® Outpatient Medical Practice Survey (PGOMPS) is composed of 10 provider-specific and 15 non-provider-specific questions. Some healthcare systems link PGOMS overall scores to physician reimbursements. The aim of this study was to determine the frequency of patient satisfaction across individual PGOMPS question, the null hypothesis being that there was no variability between the frequency of satisfaction and similar questions. Methods: We reviewed all new patient orthopedic PGOMPS scores between January 2014 and December 2017. Due to the large ceiling effect, satisfaction was defined as a perfect total score. The frequency of perfect scores for each question was calculated.Results: Five thousand one hundred sixty-three patients met the inclusion criteria. Two thousand two hundred sixty-six (43.89%) provider-specific questions received perfect satisfaction versus 986 (19.10%) with perfect satisfaction for non-provider-specific questions (p < 0.001). The five questions most likely to receive perfect satisfaction were MD friendliness/courtesy (80.36), MD spoke using clear language (80.35%), likelihood to recommend practice (79.11%), likelihood to recommend MD (78.8%), and MD confidence (78.74%). The five least likely were convenience of office hours (60.44%), ease of getting on phone (59.72%), ability to get desired appointment (59.50%), wait time (54.63%), and information about delays (53.80%). Conclusions: Our results suggest that the majority of orthopedic patients are satisfied with their provider, demonstrating that room for improvement is limited with provider-specific areas. Leaders of health care teams should consider these results when seeking to improve patient satisfaction scores and determining how and if scores should be linked to reimbursements.

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“…The total wait time was calculated as the sum of these two estimates. Satisfaction was defined a priori as receiving a score greater than the 33rd percentile, as per prior studies (40,(54)(55)(56).…”

Section: Methodsmentioning

confidence: 99%

Evaluating the Impact of Social Deprivation on Press Ganey® Outpatient Medical Practice Survey Scores

Stephens

Potter

Tyser

et al. 2020

Preprint

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Background Social deprivation has been shown to affect access to health care services, and influences outcomes for a variety of physical and psychological conditions. However, the impact on patient satisfaction remains less clear. The objective of this study was to determine if social deprivation is an independent predictor of patient satisfaction, as measured by the Press Ganey® Outpatient Medical Practice Survey (PGOMPS). Methods We retrospectively reviewed unique new adult patient (≥18 years of age) seen at a tertiary academic hospital and rural/urban outreach hospitals/clinics between January 2014 and December 2017. Satisfaction was defined a priori as achieving a score above the 33 rd percentile. The 2015 Area Deprivation Index (ADI) was used to determine social deprivation (lower score signifies less social deprivation). Univariate and multivariable binary logistic regression were used to determine the impact of ADI on PGOMPS total and provider sub-scores while controlling for variables previously shown to impact scores (wait time, patient age, sex, race, specialty type, provider type, and insurance status). Results Univariate analysis of PGOMPS total scores revealed a 4% decrease in odds of patient satisfaction per decile increase in ADI (p < 0.001). Patients within the most deprived quartile were significantly less likely to report satisfaction compared to the least deprived quartile (OR 0.79, p < 0.001). Multivariable analysis revealed that the odds of achieving satisfaction decreased 2% for each decile increase in ADI on the Total Score (p < 0.001), independent of other variables previously shown to impact scores. For PGOMPS Provider Sub-Score, univariate analysis showed that patients in the lowest ADI quartile were significantly less likely be satisfied, as compared to the least deprived quartile (OR 0.77; 95% CI 0.70 to 0.86; p < 0.001). A 5% decrease in a patient being satisfied was observed for each decile increase in ADI (OR 0.95; 95% CI 0.94 to 0.96; p < 0.001). Conclusions Social deprivation was an independent predictor of outpatient visit dissatisfaction, as measured by the Press Ganey® Outpatient Medical Practice Survey. These results necessitate consideration when developing health care delivery policies that serve to minimize inequalities between patients of differing socioeconomic groups.

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Association Between Orthopaedic Outpatient Satisfaction and Non-Modifiable Patient Factors

Cited by 93 publications

References 17 publications

Online emergency department ratings, patient satisfaction and the age-old issue of communication

Online emergency department ratings, patient satisfaction and the age-old issue of communication

Evaluating opportunities for improved orthopedics outpatient satisfaction: an analysis of Press Ganey® Outpatient Medical Practice Survey responses

Evaluating the Impact of Social Deprivation on Press Ganey® Outpatient Medical Practice Survey Scores

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