Hostname: page-component-cd9895bd7-lnqnp Total loading time: 0 Render date: 2024-12-18T19:13:19.625Z Has data issue: false hasContentIssue false
  • English
  • Français

Key drivers of patient experience in ambulatory paediatric cardiology

Published online by Cambridge University Press:  18 May 2017

Shalini D. Allam Open the ORCID record for Shalini D. Allam [Opens in a new window] ,
Mary Mehta ,
Bertha Ben Khallouq ,
James F. Burrows  and
Paul Rosen
Shalini D. Allam
Affiliation:
University of Central Florida College of Medicine, Orlando, Florida, United States of America
Mary Mehta*
Affiliation:
Pediatric Cardiology, Nemours Children’s Health System, Pensacola, Florida, United States of America
Bertha Ben Khallouq
Affiliation:
University of Central Florida College of Medicine, Orlando, Florida, United States of America
James F. Burrows
Affiliation:
Department of Service Excellence, Nemours Children’s Health System, Jacksonville, Florida, United States of America
Paul Rosen
Affiliation:
Nemours/Alfred I. duPont Hospital, Wilmington, Delaware, United States of America
*
Correspondence to: M. Mehta, MD, Nemours Children’s Specialty Care, Pensacola, 5153 N. 9th Ave, Pensacola, FL 32504, United States of America. Tel: +850 505 4773; Fax: +850 473 4505; E-mail: [email protected]
Get access Rights & Permissions [Opens in a new window]

Abstract

Patient experience is becoming a central focus of healthcare. A broad range of studies on how to increase patient satisfaction ratings exists; however, they lack the specificity to adequately guide physicians and hospitals on how to improve patient experience. The objective of this study was to define the aspects of patient experience within paediatric cardiologist practices that can serve as predictors of excellent patient satisfaction. From 1 January, 2013 to 28 February, 2015 (26 months), outpatients who visited paediatric cardiologists were asked to complete a 39-question patient satisfaction survey regarding their experience. Surveys were collected over a 26-month period by Press Ganey, an independent provider of patient satisfaction surveys. Participants were asked to rate their experience on a 1–5 Likert-scale: a score of 1 demonstrated a “poor” experience, whereas a score of 5 demonstrated a “very good” experience. This retrospective study of 2468 responses determined that cheerfulness of the practice (r=0.85, p<0.001), a cohesive staff (r=0.83, p<0.001), and a care provider explaining problems and conditions (r=0.81, p<0.001) were key aspects of a paediatric cardiologist’s practice that can be used as predictors of overall patient satisfaction. Awareness of how doctors can personalise a patient’s experience is vital to achieve greater patient satisfaction and, ultimately, better patient outcomes.

Keywords

Paediatriccardiologypatient satisfactionpatient carepatient outcomes
Type
Original Articles
Information
Cardiology in the Young , Volume 27 , Issue 8 , October 2017 , pp. 1585 - 1590
Check for updates
Copyright
© Cambridge University Press 2017 

Access options

Get access to the full version of this content by using one of the access options below. (Log in options will check for institutional or personal access. Content may require purchase if you do not have access.)

References

1. Detsky, J, Shaul, RZ. Incentives to increase patient satisfaction: are we doing more harm than good? CMAJ 2013; 185: 1199–1200.CrossRefGoogle ScholarPubMed
2. Fenton, JJ, Jerant, AF, Bertakis, KD, Franks, P. The cost of satisfaction: a national study of patient satisfaction, health care utilization, expenditures, and mortality. Arch Intern Med 2012; 172: 405–411.Google Scholar
3. Centers for Medicare & Medicaid Services. Data Brief: Evaluation of National Distributions of Overall Hospital Quality Star Ratings. https://www.cms.gov/Newsroom/MediaReleaseDatabase/Fact-sheets/2016-Fact-sheets-items/2016-07-21-2.html. Published July, 2016. Accessed January 22, 2017.Google Scholar
4. Glickman, SW, Boulding, W, Manary, M, et al. Patient satisfaction and its relationship with clinical quality and inpatient mortality in acute myocardial infarction. Circ Cardiovasc Qual Outcomes 2010; 3: 188–195.CrossRefGoogle ScholarPubMed
5. Thiedke, CC. What do we really know about patient satisfaction? Fam Pract Manag 2007; 14: 33–36.Google ScholarPubMed
6. Beach, MC, Sugarman, J, Johnson, RL, Arbelaez, JJ, Duggan, PS, Cooper, LA. Do patients treated with dignity report higher satisfaction, adherence, and receipt of preventive care? Ann Fam Med 2005; 3: 331–338.CrossRefGoogle ScholarPubMed
7. Homer, CJ, Marino, B, Cleary, PD, et al. Quality of care at a children’s hospital: the parent’s perspective. Arch Pediatr Adolesc Med 1999; 153: 1123–1129.CrossRefGoogle Scholar
8. Nichols, P, Horner, B, Fyfe, K. Understanding and improving communication processes in an increasingly multicultural aged care workforce. J Aging Stud 2015; 32: 23–31.CrossRefGoogle Scholar
9. Boulding, W, Glickman, SW, Manary, MP, Schulman, KA, Staelin, R. Relationship between patient satisfaction with inpatient care and hospital readmission within 30 days. Am J Manag Care 2011; 17: 41–48.Google ScholarPubMed
10. Otani, K, Kurz, RS, Harris, LE. Managing primary care using patient satisfaction measures. J Healthc Manag 2005; 50: 311–324; discussion 324–315.Google ScholarPubMed
11. Sinsky, CA, Willard-Grace, R, Schutzbank, AM, Sinsky, TA, Margolius, D, Bodenheimer, T. In search of joy in practice: a report of 23 high-functioning primary care practices. Ann Fam Med 2013; 11: 272–278.CrossRefGoogle ScholarPubMed
12. Dorr Goold, S, Lipkin, M Jr. The doctor-patient relationship: challenges, opportunities, and strategies. J Gen Intern Med 1999; 14 (Suppl 1): S26–S33.CrossRefGoogle ScholarPubMed