Effect of Real-Time Surveys on Patient Satisfaction Scores in the Emergency Department
Joint Authors
Sobel, Julia
Bates, Jessica
Ng, Vivienne
Berkman, Matthew
Nuño, Tomas
Denninghoff, Kurt
Stoneking, Lisa
Source
Education Research International
Issue
Vol. 2019, Issue 2019 (31 Dec. 2019), pp.1-5, 5 p.
Publisher
Hindawi Publishing Corporation
Publication Date
2019-04-01
Country of Publication
Egypt
No. of Pages
5
Main Subjects
Abstract EN
Background.
Patient satisfaction surveys have become increasingly important as their results help to determine Centers for Medicare and Medicaid Services (CMS) reimbursement.
However, these questionnaires have known sources of bias (self-selection, responder, attribution, and nonresponse).
Objective.
We developed a real-time (RT) survey delivered in the hospital ED to evaluate the effect of implementing RT patient satisfaction surveys on physician behavior and hypothesized that the timing of patient satisfaction survey delivery would significantly impact the results.
Method.
Data from real-time patient satisfaction surveys were collected in phases from 12/2015 to 5/2017.
Hospital-sponsored (HS) surveys were administered after discharge from 12/2015 to 12/2016.
Results.
For RT surveys, resident physicians were significantly more likely to write their names on the whiteboard (p=0.02) and sit down (p=0.01) with patients.
Behavior modifications by attending physicians were not significant.
Patient satisfaction measures did not improve significantly between periods for RT or HS surveys; however, RT survey responders were significantly more likely to recommend the ED to others.
Conclusion.
The timing of survey administration did significantly alter resident physician’s behavior; however, it had no effect on patient satisfaction scores.
RT responders were significantly more likely to recommend the emergency department to others.
American Psychological Association (APA)
Sobel, Julia& Bates, Jessica& Ng, Vivienne& Berkman, Matthew& Nuño, Tomas& Denninghoff, Kurt…[et al.]. 2019. Effect of Real-Time Surveys on Patient Satisfaction Scores in the Emergency Department. Education Research International،Vol. 2019, no. 2019, pp.1-5.
https://search.emarefa.net/detail/BIM-1152075
Modern Language Association (MLA)
Sobel, Julia…[et al.]. Effect of Real-Time Surveys on Patient Satisfaction Scores in the Emergency Department. Education Research International No. 2019 (2019), pp.1-5.
https://search.emarefa.net/detail/BIM-1152075
American Medical Association (AMA)
Sobel, Julia& Bates, Jessica& Ng, Vivienne& Berkman, Matthew& Nuño, Tomas& Denninghoff, Kurt…[et al.]. Effect of Real-Time Surveys on Patient Satisfaction Scores in the Emergency Department. Education Research International. 2019. Vol. 2019, no. 2019, pp.1-5.
https://search.emarefa.net/detail/BIM-1152075
Data Type
Journal Articles
Language
English
Notes
Includes bibliographical references
Record ID
BIM-1152075