Factors impacting Press Ganey patient satisfaction scores in orthopedic surgery spine clinic.

BACKGROUND CONTEXT Patient satisfaction is and will continue to become an important metric in the American health care system. To our knowledge, there is no current literature exploring the factors that impact patient satisfaction in outpatient orthopedic spine surgery clinic. PURPOSE The purpose of this study was to determine which factors impact patient satisfaction in an outpatient orthopedic spine clinic. STUDY DESIGN This is a case series, level of evidence IV. PATIENT SAMPLE We reviewed the Press Ganey Associates database to identify patients seen in an orthopedic spine surgery clinic from 2013 to 2015. OUTCOME MEASURES Outcome measures were self-reported, which included visual analog pain scores and Press Ganey satisfaction scores. METHODS Retrospective computerized Press Ganey survey review was performed to identify patient demographics and patient visit characteristics. Bivariate analysis was used by splitting the patient response into the following: 0-3 (not satisfied), 4-7 (somewhat satisfied), and 8-11 (satisfied). Kruskal-Wallis test and Fisher exact test were used to evaluate the significance of patient and visit characteristics. Any variable that had a p-value less than .20 was subjected to the Poisson regression model. RESULTS Overall, 353 patients were seen in an orthopedic spine surgery clinic and completed the Press Ganey survey. Three hundred and thirty-two patients were satisfied with their visit. Patients who were satisfied had a mean pain score of 4.02; patients who were somewhat satisfied or not satisfied had a pain score of 7 and 6, respectively (p=.009). Of 21 patients who felt the provider did not spend enough time with him or her, five (24%) patients were not satisfied with their visit. Poisson regression model confirmed significance of pain score and "provider time spent with you." Most impactful was "provider spent enough time with you" where a "yes, definitely" answer predicted a nearly 60% increase in Press Ganey overall satisfaction score. CONCLUSIONS Two patient variables that have a statistical significance on Press Ganey patient satisfaction scores were pain score and "provider spent enough time with you."

[1]  G. Young,et al.  Patient satisfaction with hospital care: effects of demographic and institutional characteristics. , 2000, Medical care.

[2]  L. Kaiser,et al.  Contributions of surgical residents to patient satisfaction: impact of residents beyond clinical care. , 2007, Journal of surgical education.

[3]  L. Schilling,et al.  Is patients' perception of time spent with the physician a determinant of ambulatory patient satisfaction? , 2001, Archives of internal medicine.

[4]  K Kroenke,et al.  Predictors of patient satisfaction. , 2001, Social science & medicine.

[5]  M. McGirt,et al.  Determining the quality and effectiveness of surgical spine care: patient satisfaction is not a valid proxy. , 2013, The spine journal : official journal of the North American Spine Society.

[6]  P. O'Malley,et al.  A prospective study to assess the effect of ambulatory teaching on patient satisfaction , 1997, Academic medicine : journal of the Association of American Medical Colleges.

[7]  J. Wright,et al.  Improving patient satisfaction with time spent in an orthopedic outpatient clinic. , 2000, Canadian journal of surgery. Journal canadien de chirurgie.

[8]  T. Osler,et al.  Factors associated with patient satisfaction scores for physician care in trauma patients , 2013, The journal of trauma and acute care surgery.

[9]  M. Cavanagh,et al.  Consumers as Educators: Implementation of Patient Feedback in General Practice Training , 2000, Health communication.

[10]  J. Goldhahn,et al.  Determinants of patient satisfaction after orthopedic interventions to the hand: a review of the literature. , 2011, Journal of hand therapy : official journal of the American Society of Hand Therapists.

[11]  G. Rosenthal,et al.  Are older patients more satisfied with hospital care than younger patients? , 2007, Journal of General Internal Medicine.

[12]  Joseph S. Cheng,et al.  Preoperative Zung depression scale predicts patient satisfaction independent of the extent of improvement after revision lumbar surgery. , 2013, The spine journal : official journal of the North American Spine Society.

[13]  Judith A. Hall,et al.  Patient sociodemographic characteristics as predictors of satisfaction with medical care: a meta-analysis. , 1990, Social science & medicine.

[14]  D. Meltzer,et al.  Attention to Inpatients’ Religious and Spiritual Concerns: Predictors and Association with Patient Satisfaction , 2011, Journal of General Internal Medicine.

[15]  Paul P. Lee,et al.  Use of a standardized patient satisfaction questionnaire to assess the quality of care provided by ophthalmology residents. , 2008, Ophthalmology.

[16]  Matthew P. Manary,et al.  Relationship between patient satisfaction with inpatient care and hospital readmission within 30 days. , 2011, The American journal of managed care.

[17]  C. Braddock,et al.  The doctor will see you shortly , 2005 .

[18]  E. Mackenzie,et al.  Determinants of patient satisfaction after severe lower-extremity injuries. , 2008, The Journal of bone and joint surgery. American volume.

[19]  D. Rabago,et al.  Patient satisfaction, prescription drug abuse, and potential unintended consequences. , 2012, JAMA.

[20]  R. Kane,et al.  The relationship of patient satisfaction with care and clinical outcomes. , 1997, Medical care.

[21]  C. Saltzman,et al.  Association Between Orthopaedic Outpatient Satisfaction and Non-Modifiable Patient Factors. , 2015, The Journal of bone and joint surgery. American volume.

[22]  M K Marvel,et al.  Soliciting the patient's agenda: have we improved? , 1999, JAMA.

[23]  L. Connelly,et al.  Effect of sitting vs. standing on perception of provider time at bedside: a pilot study. , 2012, Patient education and counseling.

[24]  W. Abdu,et al.  Relationship Between Preoperative Expectations, Satisfaction, and Functional Outcomes in Patients Undergoing Lumbar and Cervical Spine Surgery: A Multicenter Study , 2012, Spine.

[25]  W. Boyce,et al.  Incidence of urinary calculi among patients in general hospitals, 1948 to 1952. , 1956, Journal of the American Medical Association.

[26]  K. Ohzono,et al.  Correlation of Patient Satisfaction with Symptom Severity and Walking Ability after Surgical Treatment for Degenerative Lumbar Spinal Stenosis , 2003, Spine.

[27]  R. Keller,et al.  Predictors of outcomes of carpal tunnel release. , 2001, Arthritis and rheumatism.

[28]  D. Zurakowski,et al.  Self-reported upper extremity health status correlates with depression. , 2006, The Journal of bone and joint surgery. American volume.