Using Press Ganey Provider Feedback to Improve Patient Satisfaction: A Pilot Randomized Controlled Trial

Newgard, Craig D.; Fu, Rongwei; Heilman, James; Tanski, Mary; John, Oommen; Lines, Alan; French, L. Keith

doi:10.1111/acem.13248

Cited by 21 publications

(15 citation statements)

References 16 publications

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“…In a recent prospective, randomized, pilot study of EM attending physicians, an intervention using monthly email feedback and face-to-face meetings on Press-Ganey scores did not improve provider patient-satisfaction scores compared to the control group. 32 These findings are in direct contrast with our results. Reasons for this are unclear, but there are inherent differences in the content assessed by Press-Ganey and the CAT as well as differences in motives for using these tools that may contribute.…”

Section: Dubosh Et Alcontrasting

confidence: 99%

A Multimodal Curriculum With Patient Feedback to Improve Medical Student Communication: Pilot Study

Dubosh

Hall

Novack

et al. 2019

WestJEM

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Introduction: Despite the extraordinary amount of time physicians spend communicating with patients, dedicated education strategies on this topic are lacking. The objective of this study was to develop a multimodal curriculum including direct patient feedback and assess whether it improves communication skills as measured by the Communication Assessment Tool (CAT) in fourth-year medical students during an emergency medicine (EM) clerkship. Methods: This was a prospective, randomized trial of fourth-year students in an EM clerkship at an academic medical center from 2016-2017. We developed a multimodal curriculum to teach communication skills consisting of 1) an asynchronous video on communication skills, and 2) direct patient feedback from the CAT, a 15-question tool with validity evidence in the emergency department setting. The intervention group received the curriculum at the clerkship midpoint. The control group received the curriculum at the clerkship’s end. We calculated proportions and odds ratios (OR) of students achieving maximum CAT score in the first and second half of the clerkship. Results: A total of 64 students were enrolled: 37 in the control group and 27 in the intervention group. The percentage of students achieving the maximum CAT score was similar between groups during the first half (OR 0.70, p = 0.15). Following the intervention, students in the intervention group achieved a maximum score more often than the control group (OR 1.65, p = 0.008). Conclusion: Students exposed to the curriculum early had higher patient ratings on communication compared to the control group. A multimodal curriculum involving direct patient feedback may be an effective means of teaching communication skills.

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Section: Dubosh Et Alcontrasting

confidence: 99%

A Multimodal Curriculum With Patient Feedback to Improve Medical Student Communication: Pilot Study

Dubosh

Hall

Novack

et al. 2019

WestJEM

View full text Add to dashboard Cite

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“…Fifth, what constitutes a clinically significant difference in patient satisfaction using Press Ganey survey scores is not well established. However, that said, there is mounting evidence in recent years that Press Ganey patient satisfaction score increases of 1%-10% can be viewed as clinically relevant [ 41 - 44 ].…”

Section: Discussionmentioning

confidence: 99%

Patient Satisfaction With Telemedicine During the COVID-19 Pandemic: Retrospective Cohort Study

Ramaswamy¹,

Yu²,

Drangsholt³

et al. 2020

J Med Internet Res

373

271

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Background New York City was the international epicenter of the COVID-19 pandemic. Health care providers responded by rapidly transitioning from in-person to video consultations. Telemedicine (ie, video visits) is a potentially disruptive innovation; however, little is known about patient satisfaction with this emerging alternative to the traditional clinical encounter. Objective This study aimed to determine if patient satisfaction differs between video and in-person visits. Methods In this retrospective observational cohort study, we analyzed 38,609 Press Ganey patient satisfaction survey outcomes from clinic encounters (620 video visits vs 37,989 in-person visits) at a single-institution, urban, quaternary academic medical center in New York City for patients aged 18 years, from April 1, 2019, to March 31, 2020. Time was categorized as pre–COVID-19 and COVID-19 (before vs after March 4, 2020). Wilcoxon-Mann-Whitney tests and multivariable linear regression were used for hypothesis testing and statistical modeling, respectively. Results We experienced an 8729% increase in video visit utilization during the COVID-19 pandemic compared to the same period last year. Video visit Press Ganey scores were significantly higher than in-person visits (94.9% vs 92.5%; P<.001). In adjusted analyses, video visits (parameter estimate [PE] 2.18; 95% CI 1.20-3.16) and the COVID-19 period (PE 0.55; 95% CI 0.04-1.06) were associated with higher patient satisfaction. Younger age (PE –2.05; 95% CI –2.66 to –1.22), female gender (PE –0.73; 95% CI –0.96 to –0.50), and new visit type (PE –0.75; 95% CI –1.00 to –0.49) were associated with lower patient satisfaction. Conclusions Patient satisfaction with video visits is high and is not a barrier toward a paradigm shift away from traditional in-person clinic visits. Future research comparing other clinic visit quality indicators is needed to guide and implement the widespread adoption of telemedicine.

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Section: Discussionmentioning

confidence: 99%

Patient Satisfaction With Telemedicine During the COVID-19 Pandemic: Retrospective Cohort Study (Preprint)

Ramaswamy¹,

Yu²,

Drangsholt³

et al. 2020

Preprint

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BACKGROUND New York City was the international epicenter of the COVID-19 pandemic. Healthcare providers responded by rapidly transitioning from in-person to video visits. Telemedicine (i.e. video visits) is a potentially disruptive innovation; however, little is known about patient satisfaction with this emerging alternative to the traditional clinical encounter. OBJECTIVE To determine if patient satisfaction differs between video vs. in-person visits. METHODS Retrospective observational cohort study in which we analyzed 38,609 Press Ganey patient satisfaction survey outcomes from clinic encounters (620 video visits vs. 37,989 in-person visits) at a single-institution urban, quaternary academic medical center in New York City for patients aged 18 years during April 1, 2019 to March 31, 2020. Time was categorized as pre-COVID-19 vs. COVID-19 (before vs. after March 4, 2020). Wilcoxon-Mann-Whitney tests and multivariable linear regression were used for hypothesis testing and statistical modeling, respectively. RESULTS We experienced an 8,729% increase in video visit utilization during the COVID-19 pandemic compared to the same period last year. Video visit Press Ganey scores were significantly higher than in-person visits (94.9% vs. 92.5%; p<0.001). In adjusted analysis, video visits (Parameter Estimate [PE] 2.18; 95% confidence interval [CI] 1.20, 3.16) and the COVID-19 period (PE 0.55; 95%CI 0.04, 1.06) were associated with higher patient satisfaction. Younger age (PE -2.05; 95%CI -2.66, -1.22), female gender (PE -0.73; 95%CI -0.96, -0.50), and new visit type (PE -0.75; 95%CI -1.00, -0.49) were associated with lower patient satisfaction, respectively. CONCLUSIONS Patient satisfaction with video visits is high and is not a barrier towards a paradigm shift away from traditional in-person clinic visits. Future research to compare other clinic visit quality indicators is needed to guide and implement widespread adoption of telemedicine.

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Using Press Ganey Provider Feedback to Improve Patient Satisfaction: A Pilot Randomized Controlled Trial

Cited by 21 publications

References 16 publications

A Multimodal Curriculum With Patient Feedback to Improve Medical Student Communication: Pilot Study

A Multimodal Curriculum With Patient Feedback to Improve Medical Student Communication: Pilot Study

Patient Satisfaction With Telemedicine During the COVID-19 Pandemic: Retrospective Cohort Study

Patient Satisfaction With Telemedicine During the COVID-19 Pandemic: Retrospective Cohort Study (Preprint)

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