Presentation Title

Assessing Emergency Department (ED) Patient Satisfaction: Comparison Between the Press Ganey and Institution-Implemented Surveys

Faculty Mentor

Wirachin Hoonpongsimanont, MD, MS, Assistant Professor of Emergency Medicine, University of California, Irvine

Start Date

18-11-2017 1:45 PM

End Date

18-11-2017 2:00 PM

Location

9-273

Session

Bio Sciences 3

Type of Presentation

Oral Talk

Subject Area

health_nutrition_clinical_science

Abstract

The purpose of this study is to determine the accuracy of the Press Ganey survey and a shortened, institutional (University of California, Irvine) version of the patient satisfaction survey in representing the views of a sample of UC Irvine Medical Center Emergency Department (ED) patients. This prospective study aims to accurately capture the views of UC Irvine ED patients by comparing the results of the Press Ganey patient satisfaction survey with the shortened, institutional version of the survey. Additionally, the study will assess associations between patient satisfaction, and patient demographic and clinical outcome variables.

Not only do we aim to have a higher patient response rate (approximately 80%) when administering the shortened survey to discharged ED patients, but we also hypothesize that the shortened survey will better represent the level of satisfaction for physicians across the UC Irvine ED population and will provide a more accurate satisfaction score for the ED attending physicians. Patient satisfaction responses will be recorded by an electronic survey delivered via iPad. Research associates will approach soon-to-be discharged patients from the UC Irvine Medical Center ED and ask the patients to complete the survey. Once responses to 20 questions have been recorded, the patient will return the iPad back to the research associate and their responses will be stored in a secure, online record.

Out of 96 completed surveys during the month of August 2017, on average, 72% of calculated physician scores were higher than those received from Press Ganey for 12 ED physicians. This sample illustrates that patients who completed the shortened survey generally report higher scores to their physician when asked questions concerning their doctor’s care and attentiveness. This is an ongoing study that will deem helpful in capturing an accurate representation of patient satisfaction in this ED population.

KEYWORDS: patient satisfaction, emergency department, Press Ganey, patient survey, physician satisfaction scores

Summary of research results to be presented

After analyzing the 96 completed enrollments during August 2017 using descriptive statistics, patient scores for each question were averaged. In the collected data, 23 ED attending physicians received patient feedback; however, Press Ganey provided scores for only 12 out of the 23 active ED physicians. Among the 12 physicians and their corresponding scores, 72% received a higher score from the shortened survey compared to their Press Ganey scores. Questions regarding patient-physician interactions from both the Press Ganey and the shortened survey have 5 response choices, using the Likert ranking scale, which are then converted to mean scores from 0-100. From this scale, we found that 5 out of the 96 completed shortened surveys report an average below 75 - a score deemed by Press Ganey as “Good”. Additionally, we assessed the education level of the survey participants. Among these 5 completed shortened surveys, 3 patients received high school diplomas only, 1 completed vocational training and 1 completed only some college credit. This depicts that there may be a correlation between low scores and education status; however, because the sample size for August 2017 is small, no significant correlation can be deduced. Further analyses, such as correlation tests, will be conducted to compare patient satisfaction and patient demographics as well as clinical outcome variables.

This document is currently not available here.

Share

COinS
 
Nov 18th, 1:45 PM Nov 18th, 2:00 PM

Assessing Emergency Department (ED) Patient Satisfaction: Comparison Between the Press Ganey and Institution-Implemented Surveys

9-273

The purpose of this study is to determine the accuracy of the Press Ganey survey and a shortened, institutional (University of California, Irvine) version of the patient satisfaction survey in representing the views of a sample of UC Irvine Medical Center Emergency Department (ED) patients. This prospective study aims to accurately capture the views of UC Irvine ED patients by comparing the results of the Press Ganey patient satisfaction survey with the shortened, institutional version of the survey. Additionally, the study will assess associations between patient satisfaction, and patient demographic and clinical outcome variables.

Not only do we aim to have a higher patient response rate (approximately 80%) when administering the shortened survey to discharged ED patients, but we also hypothesize that the shortened survey will better represent the level of satisfaction for physicians across the UC Irvine ED population and will provide a more accurate satisfaction score for the ED attending physicians. Patient satisfaction responses will be recorded by an electronic survey delivered via iPad. Research associates will approach soon-to-be discharged patients from the UC Irvine Medical Center ED and ask the patients to complete the survey. Once responses to 20 questions have been recorded, the patient will return the iPad back to the research associate and their responses will be stored in a secure, online record.

Out of 96 completed surveys during the month of August 2017, on average, 72% of calculated physician scores were higher than those received from Press Ganey for 12 ED physicians. This sample illustrates that patients who completed the shortened survey generally report higher scores to their physician when asked questions concerning their doctor’s care and attentiveness. This is an ongoing study that will deem helpful in capturing an accurate representation of patient satisfaction in this ED population.

KEYWORDS: patient satisfaction, emergency department, Press Ganey, patient survey, physician satisfaction scores