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

Stephens, Andrew R.; Rowberry, Tyson J.; Tyser, Andrew R.; Kazmers, Nikolas H.

doi:10.1186/s13018-020-1567-1

Cited by 17 publications

(8 citation statements)

References 36 publications

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“…The related bibliography presents numerous evidence that patient satisfaction with a medical procedure often has nothing to do with medical services in themselves. Factors include the patient's age, level of education, patient's race and sex, and race and sex of health care professionals he came into contact with, waiting time for an appointment, location of the center, mental state of the patient, as well as the time between providing medical services and conducting a survey [1 ]. The medical services market is inevitably changing.…”

Section: Introductionmentioning

confidence: 99%

The Role of the Perioperative Nursing Care in the Satisfaction of Patients After Large Joint Replacements

et al. 2020

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The medical services market is inevitably changing. Competition among health care institutions is growing, patients’ health awareness and expectations regarding the quality of health services are increasing. This translates directly into, among others, to the patient’s choice of medical facility. “Satisfaction” defined as “general satisfaction accompanying the consumption of products or services” is an important aspect affecting the position of a healthcare institution on the health services market. While in the hospital, the patient carefully observes and remembers many details of behaviors and reactions he encounters. Opinions of patients about a medical facility are usually subjective and relate mainly to satisfaction with the treatment process, therefore the lack of proper care in terms of patients’ needs may result in the loss of the hospital’s reputation. A very important aspect of the assessment of any medical service is the direct relationship between the patient and medical staff, mainly nurse. Among the factors affecting the level of patient satisfaction during a hospital stay are, inter alia, the availability of a doctor, nursing care, conditions in the ward, the possibility of patient participation in the treatment process, providing the patient with information in a clear and reliable manner, and improved health. Factors related to nursing care that have the greatest impact on the patient’s level of satisfaction comprise the nurse’s individual approach to the patient, time devoted to him, providing professional information, patient education and scrupulous nursing activities. The aim: The aim of the paper was to assess the role of perioperative nursing care in the satisfaction of patients after hip and knee joint replacements.

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Section: Introductionmentioning

confidence: 99%

The Role of the Perioperative Nursing Care in the Satisfaction of Patients After Large Joint Replacements

et al. 2020

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“…Our findings are consistent with what has been established in previous studies in other surgical subspecialties. In the orthopedic setting, one of our co-authors, Stephens et al 10 similarly demonstrated that increasing ADI was an independent predictor of lower patient satisfaction. Similarly in the pediatric population, lower Press Ganey scores were shown to be associated with poor SES.…”

Section: Discussionmentioning

confidence: 70%

“…Because of the high ceiling effect and rightward-skew that the PGS has demonstrated in previous studies, “satisfaction” was determined only if a patient gave a perfect total score. 10 This perfect score variable mimics the “Top Box” score reported by the Press Ganey Corporation and represents the percentage of responses with the highest possible score for a particular question or section such as “Very Good” or “Always” responses. This type of Top Box model, similar to what is used in this study, has been utilized in previous otolaryngology patient satisfaction studies.…”

Section: Methodsmentioning

confidence: 99%

The Effect of Social Deprivation on Patient Satisfaction in Otolaryngology Clinics

Redding

Stephens

Gurgel

2023

Ann Otol Rhinol Laryngol

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Objectives: Multiple factors have been associated with lower satisfaction scores. We hypothesize that patients with a more deprived socioeconomic status will have different patient satisfaction scores than patients of higher socioeconomic status. Methods: We reviewed Press Ganey satisfaction scores for new, outpatient visits between January 1, 2014, and December 31, 2018. Due to the high ceiling effects of the survey, “satisfaction” was defined as achieving a perfect score of 100. We determined social deprivation using the 2015 Area Deprivation Index (ADI) which serves as a proxy for socioeconomic status derived from zip codes. Patient satisfaction was defined as a binary variable. Univariate and multivariate binary logistic regression analyses were used to identify factors correlated with patient satisfaction. Results: There were 3239 unique new patients with completed surveys. Univariate analysis demonstrated decreased odds of achieving satisfaction for both the Total Score and Provider Sub-Score for each decile increase in ADI (OR 0.94; CI = 0.908-0.981; P = .003 and OR 0.94; CI = 0.91-0.98; P = .002 respectively). Multivariate analysis revealed the odds for reporting satisfaction for each decile increase in ADI were 0.96 for Total Score (CI = 0.921-0.998; P = .038) and 0.96 for Provider Sub-Score (CI = 0.92-0.993; P = .019). Patients in the most deprived quartile, compared to the least deprived, were significantly less likely to be satisfied with their care for both Total Score (OR 0.70; CI = 0.564-0.865; P = .001) and Provider Sub-Score (OR 0.69; CI = 0.558-0.852; P = .001). Conclusions: Increased social deprivation was an independent predictor of lower patient satisfaction in otolaryngology outpatients using the Press Ganey survey. This non-modifiable outcome should be taken into consideration when evaluating patient satisfaction scores and offers further support to the need of addressing and improving healthcare discrepancies in the field of otolaryngology. Level of Evidence: Level 3

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“…The results of this study did not support a clear distinction between factors of empathy, trust, and relatedness, a basic psychological need that must be satisfied for people to experience positive development and outcomes (32), which were subsequently collapsed into a single entity of the therapeutic relationship. Conceptually, these factors are similar or at least retain similar descriptors (15,32 -35). Although the development of the survey items was supported by conceptual definitions by an expert group, and the published literature, the results suggest that the patients did not clearly differentiate empathy, trust, and relatedness.…”

Section: Discussionmentioning

confidence: 99%

“…This approach limits the capacity to more specifically determine the factors influencing the patients response (13) and is in contrast to both the complexity and multifactorial nature of patient satisfaction (4,14). Recent studies examining the predictors of patient satisfaction with orthopedic clinic consultations have used generic patient satisfaction questionnaires (15,16).…”

Section: Introductionmentioning

confidence: 99%

Validation of a Patient Questionnaire Assessing Patient Satisfaction With Orthopedic Outpatient Clinic Consultation

Waters¹,

Edmondston

Gucciardi

2021

Journal of Patient Experience

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Previous qualitative research has identified a number of factors which influence patient satisfaction with orthopedic outpatient clinic visits. To further evaluate these factors, the authors initially generated a number of items or statements representing these factors. This cohort of items was then subjected to analysis by an expert group to assess which 3 items best represented each factor. These items formed the basis of a draft survey which was then administered to 323 orthopedic outpatients to assess these factors as characteristics of patient satisfaction. Items and factors were also assessed against 2 global measures of patient satisfaction. One hundred and one survey responses were returned and subjected to factorial analysis. Results indicated that factors of trust, empathy, and relatedness were not distinguishable and subsequently combined to represent a single factor, the therapeutic relationship. A final 5-factor model is proposed incorporating 3 interpersonal factors (communication, expectation, therapeutic relationship) and 2 environmental factors (clinic wait time, clinical contact time). The factors identified by this study should be considered in surveys evaluating patient satisfaction with orthopedic outpatient services.

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

Cited by 17 publications

References 36 publications

The Role of the Perioperative Nursing Care in the Satisfaction of Patients After Large Joint Replacements

The Role of the Perioperative Nursing Care in the Satisfaction of Patients After Large Joint Replacements

The Effect of Social Deprivation on Patient Satisfaction in Otolaryngology Clinics

Validation of a Patient Questionnaire Assessing Patient Satisfaction With Orthopedic Outpatient Clinic Consultation

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