Predictors of Patient Satisfaction in Hand and Upper Extremity Clinics

Shaterian, Ashkaun; Sayadi, Lohrasb; Santos, Pauline F. Joy; Krasnoff, Chloe; Evans, Gregory R. D.; Leis, Amber

doi:10.1055/s-0039-1697065

Cited by 2 publications

(2 citation statements)

References 25 publications

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“…Because many previous studies have incorporated either all physician specialties 6 or very narrowly focused procedural specialties, 1,5,11–13 it is difficult to compare our results to the currently sparse literature on this topic. Moreover, because each institution and department are its own small microcosm of the world, it is difficult to interpret the significance of any inconsistencies between comparable studies.…”

Section: Discussionmentioning

confidence: 99%

“…Additionally, although we did not intend to study pre-and post-COVID era responses, we were surprised to find increased patient satisfaction with surgeon communication after the pandemic altered frequency and means of surgeonpatient interactions. Because many previous studies have incorporated either all physician specialties 6 or very narrowly focused procedural specialties, 1,5,[11][12][13] it is difficult to compare our results to the currently sparse literature on this topic. Moreover, because each institution and department are its own small microcosm of the world, it is difficult to interpret the significance of any inconsistencies between comparable studies.…”

Section: Discussionmentioning

confidence: 99%

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Racial and Ethnic Bias Impact Perceptions of Surgeon Communication

et al. 2021

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Objective: To evaluate patient satisfaction scores as a function of physician and patient race and sex. Background: Patient satisfaction is increasingly used as a surrogate for physician performance. How patient and surgeon race and ethnicity affect perceptions of surgeon communication and care is not widely explored. Methods: Press Ganey patient satisfaction surveys collected from January 2019 to September 2020 were studied. Multivariate logistic regressions were used to identify factors associated with favorable surgeon performance as a function of patient and surgeon demographics. Results: A total of 4732 unique outpatient satisfaction survey responses were analyzed. The majority of patients were White (60.5%), followed by Asian (8.6%), Black (4.2%), and Hispanic (4.3%). URM accounted for 8.9% of the 79 surgeons evaluated, and 34% were female. Black, Hispanic, and Asian patients were more likely to report unfavorable experiences than their White counterparts (P < 0.01). Spanish-speaking patients were most likely to perceive that surgeon show less respect for patient concerns (13.9% vs 9.3%, P = 0.004) and inadequate time spent explaining health concerns (12.6% vs 9.2%, P < 0.001). Female surgeons were more likely to achieve the highest overall ratings for effective communication, whereas Asian surgeons received lower scores. Asian surgeons were more likely than non-Asian surgeons to receive lower scores in explanation (37.3% vs 44.1%, P = 0.003). After adjusting for confounding factors, Asian surgeons had 26% lower odds of receiving favorable scores for overall communication (odds ratio: 0.736, 95% confidence interval: 0.619–0.877, P = 0.001). Conclusions: Both patient and surgeon race and sex drive negative perceptions of patient-physician communication. As URM report more negative experiences, further studies should focus on effects of surgeon cultural awareness on underrepresented patient satisfaction.

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Section: Discussionmentioning

confidence: 99%

Section: Discussionmentioning

confidence: 99%

Racial and Ethnic Bias Impact Perceptions of Surgeon Communication

et al. 2021

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The Influence of Patient and Surgeon Characteristics on Press Ganey Provider Ratings in Plastic Surgery

Sergesketter,

Shammas,

Langdell

et al. 2023

Aesthetic Surgery Journal

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Background While patient satisfaction ratings are increasingly used as hospital and provider performance metrics, these ratings may be affected by factors extraneous to surgeon performance. Objectives This study aims to assess whether outpatient Press Ganey ratings for plastic surgery providers were tied more to provider or patient characteristics. Methods All Consumer Assessment of Healthcare Providers and Systems Clinician & Group Survey (CG-CAHPS) responses for plastic surgery providers from 2017 to 2023 from a single institution were analyzed. Ordered logistic regression models were used to identify characteristics associated with provider ratings. Results 6,442 surveys from 4,594 patients representing 29 plastic surgery providers were analyzed. Across the patient cohort, 23.2% (N = 1,492) rated plastic surgery providers lower than a 10/10. After adjustment, provider characteristics including provider gender, patient-provider gender concordance, and years in practice were not associated with overall provider ratings (all p > 0.05). In contrast, patient characteristics were associated with provider ratings. Older patient age [Odds Ratio (OR) 1.02; p < 0.001)] was associated with higher ratings. Finally, self-reported overall health and mental health were associated with lower provider ratings (both p < 0.05); specifically, mental health categories lower than ‘Excellent’ were associated with significantly lower provider ratings (Overall Mental Health ‘Very Good’: OR 0.57; ‘Good’ OR 0.53; ‘Fair’: OR 0.59; ‘Poor’ OR 0.55; all p < 0.05). Conclusions Press Ganey ratings for plastic surgeons are influenced by patient characteristics, including age and mental health. As satisfaction ratings are increasingly used as performance metrics in plastic surgery, adjusted rating models may be needed to more accurately reflect surgeon performance.

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Predictors of Patient Satisfaction in Hand and Upper Extremity Clinics

Cited by 2 publications

References 25 publications

Racial and Ethnic Bias Impact Perceptions of Surgeon Communication

Racial and Ethnic Bias Impact Perceptions of Surgeon Communication

The Influence of Patient and Surgeon Characteristics on Press Ganey Provider Ratings in Plastic Surgery

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