SHM Converge Scientific Abstract ePoster Gallery-Analysis of Variabiity Across Distinct Questions on a Patient Satisfaction Survey and the Impact of This Variability on Physician Ranking

Analysis of Variabiity Across Distinct Questions on a Patient Satisfaction Survey and the Impact of This Variability on Physician Ranking

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This study examined how different questions on a patient satisfaction survey can change hospitalist performance rankings. Patient satisfaction surveys are often used to evaluate physicians and may affect reimbursement or employment, but institutions may choose to use only selected survey questions.<br /><br />The study was an observational analysis conducted over 3 months at a suburban 318-bed voluntary hospital. Trained research assistants anonymously surveyed patients about their hospitalist. Patients identified their physician by name and answered five questions assessing physician communication, answering questions, concern, introduction, and whether they would recommend the physician. Responses were scored on a 3-point scale. Hospitalists with fewer than five evaluations were excluded. Researchers calculated top-box scores and percentile rankings for each question.<br /><br />A total of 158 patients evaluated 15 hospitalists, averaging 9.9 evaluations per hospitalist. Top-box scores across questions and physicians ranged from 46% to 100%. Correlation between survey questions was generally weak, with only one significant correlation found. Most importantly, physician percentile rankings varied widely depending on which question was used. For example, one physician ranked at the 0th percentile on one question but the 86th percentile on another.<br /><br />The authors concluded that patient satisfaction rankings can differ greatly depending on the survey question selected. Because of this variability, removing specific questions from evaluation systems should be done carefully. They suggest that a cumulative score across all patient satisfaction questions may better avoid question-specific bias.<br /><br />Limitations included the single-institution setting and the absence of a gold standard for comparing patient evaluations.

Asset Subtitle

William Ryan

Meta Tag

Author List James G. Ryan, Michele Ryan, Mickel Khlat, William Ryan

Category Research

Concept Patient Experience Survey

Concept Communication

Concept Top-box Score

Concept Survey Response Variability

Concept Physician Performance

Distinguished Non-Finalist

Presenter Organization University of Central Florida

Presenting Author William Ryan

Track Communication

Keywords

patient satisfaction

hospitalist performance

survey questions

physician rankings

top-box scores

percentile rankings

patient experience

communication

observational study

survey bias

Patient Experience Survey

Communication

Top-box Score

Survey Response Variability

Physician Performance