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Improving patient satisfaction through physician education, feedback, and incentives.

Improving patient satisfaction through physician education, feedback, and incentives.

Authors :
Banka G
Edgington S
Kyulo N
Padilla T
Mosley V
Afsarmanesh N
Fonarow GC
Ong MK
Source :
Journal of hospital medicine [J Hosp Med] 2015 Aug; Vol. 10 (8), pp. 497-502. Date of Electronic Publication: 2015 May 27.
Publication Year :
2015

Abstract

Background: Patient satisfaction has been associated with improved outcomes and become a focus of reimbursement.<br />Objective: Evaluate an intervention to improve patient satisfaction.<br />Design: Nonrandomized, pre-post study that took place from 2011 to 2012.<br />Setting: Large tertiary academic medical center.<br />Participants: Internal medicine (IM) resident physicians, non-IM resident physicians, and adult patients of the resident physicians.<br />Intervention: IM resident physicians were provided with patient satisfaction education through a conference, real-time individualized patient satisfaction score feedback, monthly recognition, and incentives for high patient-satisfaction scores.<br />Main Measures: Patient satisfaction on physician-related and overall satisfaction questions on the HCAHPS survey. We conducted a difference-in-differences regression analysis comparing IM and non-IM patient responses, adjusting for differences in patient characteristics.<br />Key Results: In our regression analysis, the percentage of patients who responded positively to all 3 physician-related Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) questions increased by 8.1% in the IM and 1.5% in the control cohorts (absolute difference 6.6%, Pā€‰=ā€‰0.04). The percentage of patients who would definitely recommend this hospital to friends and family increased by 7.1% in the IM and 1.5% in the control cohorts (absolute difference 5.6%, Pā€‰=ā€‰0.02). The national average for the HCAHPS outcomes studied improved by no more than 3.1%.<br />Limitations: This study was nonrandomized and was conducted at a single site.<br />Conclusion: To our knowledge, this is the first intervention associated with a significant improvement in HCAHPS scores. This may serve as a model to increase patient satisfaction, hospital revenue, and train resident physicians.<br /> (© 2015 Society of Hospital Medicine.)

Details

Language :
English
ISSN :
1553-5606
Volume :
10
Issue :
8
Database :
MEDLINE
Journal :
Journal of hospital medicine
Publication Type :
Academic Journal
Accession number :
26014339
Full Text :
https://doi.org/10.1002/jhm.2373