TY - JOUR
T1 - Association between nonmodifiable demographic factors and patient satisfaction scores in spine surgery clinics
AU - Johnson, Bradley C.
AU - Vasquez-Montes, Dennis
AU - Steinmetz, Leah
AU - Buckland, Aaron J.
AU - Bendo, John A.
AU - Goldstein, Jeffrey A.
AU - Errico, Thomas J.
AU - Fischer, Charla R.
N1 - Funding Information:
Dr Johnson, Mr Vasquez-Montes, Ms Steinmetz, and Dr Bendo have no relevant financial relationships to disclose. Mr Buckland receives travel reimbursement from K2M. Dr Goldstein is a paid consultant for NuVasive and RTI and receives royalties from NuVasive. Dr Errico is a paid consultant for K2M, has received research support from Pfizer and Paradigm Spine, has received fellowship support from OMEGA, has received grants from Medtronic, and receives royalties from Fastinex. Dr Fischer is a paid consultant for Stryker and is on the speaker’s bureau of K2M.
Publisher Copyright:
© 2019 Slack Incorporated. All rights reserved.
PY - 2019/5
Y1 - 2019/5
N2 - The Press Ganey survey is the most widely used instrument for measuring patient satisfaction. Understanding the factors that influence these surveys may permit better use of survey results and may direct interventions to increase patient satisfaction. Press Ganey Clinician and Group Consumer Assessment of Healthcare Providers and Systems surveys administered to ambulatory spine surgery clinic patients within a large tertiary care network from May 2016 to September 2017 were retrospectively reviewed. Mean comparison testing was performed to measure associations between patient demographics and responses to “overall provider rating” and “recommend this provider’s office” survey questions. Mean difference to achieve significance was set at α<0.05. A multivariate analysis was performed to determine independent factors. A total of 1400 survey responses from the offices of 11 orthopedic spine surgeons were included. Patients 18 to 34 years old had significantly lower responses to the overall provider rating question than older patients (P<.001), and increasing patient age was correlated with improved ratings. Highest education level was inversely correlated with satisfaction scores, with patients who had attained graduate level education having the lowest satisfaction scores (P=.001). Those with commercial insurance had significantly lower ratings for recommend this provider’s office (P=.042) and overall provider rating (P=.022) questions than those with other insurance types. Patients administered the survey on paper had significantly lower ratings than those administered the survey online (P=.006). Provider ratings were significantly higher when the sex and ethnicity of the patient were concordant with the provider (P=.021). This study showed that independent, nonmodifiable factors such as age, education level, and survey mode were significantly associated with the satisfaction of ambulatory spine surgery clinic patients.
AB - The Press Ganey survey is the most widely used instrument for measuring patient satisfaction. Understanding the factors that influence these surveys may permit better use of survey results and may direct interventions to increase patient satisfaction. Press Ganey Clinician and Group Consumer Assessment of Healthcare Providers and Systems surveys administered to ambulatory spine surgery clinic patients within a large tertiary care network from May 2016 to September 2017 were retrospectively reviewed. Mean comparison testing was performed to measure associations between patient demographics and responses to “overall provider rating” and “recommend this provider’s office” survey questions. Mean difference to achieve significance was set at α<0.05. A multivariate analysis was performed to determine independent factors. A total of 1400 survey responses from the offices of 11 orthopedic spine surgeons were included. Patients 18 to 34 years old had significantly lower responses to the overall provider rating question than older patients (P<.001), and increasing patient age was correlated with improved ratings. Highest education level was inversely correlated with satisfaction scores, with patients who had attained graduate level education having the lowest satisfaction scores (P=.001). Those with commercial insurance had significantly lower ratings for recommend this provider’s office (P=.042) and overall provider rating (P=.022) questions than those with other insurance types. Patients administered the survey on paper had significantly lower ratings than those administered the survey online (P=.006). Provider ratings were significantly higher when the sex and ethnicity of the patient were concordant with the provider (P=.021). This study showed that independent, nonmodifiable factors such as age, education level, and survey mode were significantly associated with the satisfaction of ambulatory spine surgery clinic patients.
UR - https://www.scopus.com/pages/publications/85066143581
U2 - 10.3928/01477447-20190424-05
DO - 10.3928/01477447-20190424-05
M3 - Article
C2 - 31099879
AN - SCOPUS:85066143581
SN - 0147-7447
VL - 42
SP - 143
EP - 148
JO - Orthopedics
JF - Orthopedics
IS - 3
ER -