746 - Bridging the Gap: Understanding Predictors of Patient Satisfaction
Friday, May 15, 2020
8:06 AM – 8:12 AM
Location: Majestic Ballroom: Majestic
Participants should be aware of the following financial/non-financial relationships:
Seiichi Villalona, n/a: No financial relationships or conflicts of interest
Carol Booxtha, n/a: No disclosure data submitted.
Cirenio Cervantes, n/a: No disclosure data submitted.
Wm. Alex Webb, n/a: No disclosure data submitted.
Jason W. Wilson: No disclosure data submitted.
Heather Henderson: No financial relationships or conflicts of interest
Background and Objectives: Press Ganey (PG) survey results are used by institutions to understand patient experiences in the ED and may impact physician and facility reimbursement. Many studies have focused on the validity and controversies of utilizing PG scores while others have suggested specific univariate drivers of satisfaction such as hallway placement, boarding procedures, and communication approaches. However, multivariable consideration is important to better understand observed variability in PG scores. The present study examined the effects of hallway placement, pain management reporting, communication approaches, time spent in the ED, and other demographic variables on predicting satisfaction ratings of doctors, nurses, and overall ED care.
Methods: A mixed-method retrospective cohort study of 4940 patient responses from two EDs associated with an academic institution and tertiary care center. Responses from 1/1/2012 – 12/31/2017 were analyzed. Consensus coding was used to qualitatively capture patient responses that relate to general communication issues, care/empathy, and understandings of ED procedures.
Results: The sample primarily consisted of patients that were English-speaking (97%), female (64%), and with a mean age of 52 (SD=16). The median time spent in the ED was 5 hours (SD=7.80). After controlling for sex, language, first-time ED patient, whether the patient was accompanied during the visit, and time spent in the ED; hallway placement (aOR=3.89), pain management (aOR=4.74), and understanding of ED procedures (aOR=11.76) were associated with higher odds of negative ratings of doctors. Hallway placement (aOR=7.23), pain management (aOR=4.22), and understanding of ED procedures (aOR=14.39) were associated with higher odds of negative ratings of nurses. Hallway placement (aOR=4.50), pain management (aOR=6.17), and understanding of ED procedures (aOR=14.48) were associated with higher odds of negative ratings of overall ED care.
Conclusion: Issues with patient communication, particularly regarding understanding of ED procedures is a strong predictor of negative ratings of doctors, nurses, and overall care. Hallway placement is another important driver of negative ratings. These findings point to the improvements in communication as a potential point of intervention in mitigating negative patient experiences.