Perspectives

Optimizing Patient Experience to Improve Physician Survey Scores

Authors: Priti Dangayach, MD, Julian Swanson, MD, Doris Lin, MD, MS

Abstract

A patient’s perception of his or her hospital experience has become an important driver in hospital metrics and reimbursement. Patient-centered care is one of the six domains of healthcare quality according to the Agency for Healthcare Quality and Research.1 Studies show that patient experience is correlated with tangible outcomes such as improved medication compliance, disease progression, and healthcare-related quality of life.2,3 In addition, physicians find the greatest source of satisfaction to be the patient–physician relationship.4
Posted in: Quality Health Care, Patient Safety, & Best Practices14

This content is limited to qualifying members.

Existing members, please login first

If you have an existing account please login now to access this article or view purchase options.

Purchase only this article ($25)

Create a free account, then purchase this article to download or access it online for 24 hours.

Purchase an SMJ online subscription ($75)

Create a free account, then purchase a subscription to get complete access to all articles for a full year.

Purchase a membership plan (fees vary)

Premium members can access all articles plus recieve many more benefits. View all membership plans and benefit packages.

References

1. Agency for Healthcare Research and Quality. Six domains of healthcare quality. https://www.ahrq.gov/talkingquality/measures/six-domains.html. Accessed December 6, 2022.
 
2. Dubina MI, O’Neill JL, Feldman SR. Effect of patient satisfaction on outcomes of care. Expert Rev Pharmacoecon Outcomes Res 2009;9:393–395.
 
3. Bhatnagar H. User-experience and patient satisfaction with quality of tuberculosis care in India: a mixed-methods literature review. J Clin Tuberc Other Mycobact Dis 2019;17:100127.
 
4. The Physician’s Foundation. The Physician’s Foundation. 2018 physician survey. https://physiciansfoundation.org/research/the-physicians-foundation-2018-physician-survey/. Accessed June 12, 2021.
 
5. Boissy A, Windover AK, Bokar D, et al. Communication skills training for physicians improves patient satisfaction. J Gen Intern Med 2016;31:755–761.
 
6. Hospital Consumer Assessment of Healthcare Providers & Systems. Homepage. https://www.hcahpsonline.org/. Accessed September 7, 2022.
 
7. Stewart DE, Dang BN, Trautner B, et al. Assessing residents’ knowledge of patient satisfaction: a cross-sectional study at a large academic medical centre. BMJ Open 2017;7:e017100.
 
8. American Medical Association. Code of Medical Ethics, article II, obligation of patients to their physicians. https://code-medical-ethics.ama-assn.orghttps://code-medical-ethics.ama-assn.org/. Accessed February 2, 2004.
 
9. Encyclopedia.com. Informed consent: I. History of informed consent. https://www.encyclopedia.com/science/encyclopedias-almanacs-transcripts-and-maps/informed-consent-i-history-informed-consent. Accessed May 4, 2023.
 
10. De M. Towards defining paternalism in medicine. Virtual Mentor 2004;6:55–57.
 
11. Siegrist RB Jr. Patient satisfaction: history, myths, and misperceptions. Virtual Mentor 2013;15:982–987.
 
12. NEJM Catalyst. Patient satisfaction surveys. https://catalyst.nejm.org/doi/full/10.1056/CAT.18.0288. Accessed June 2, 2021.
 
13. Cope DW, Linn LS, Leake BD, et al. Modification of residents’ behavior by preceptor feedback of patient satisfaction. J Gen Intern Med 1986;1: 394–398.
 
14. Banka G, Edgington S, Kyulo N, et al. Improving patient satisfaction through physician education, feedback, and incentives. J Hosp Med 2015; 10:497–502.
 
15. Swayden KJ, Anderson KK, Connelly LM, et al. Effect of sitting vs. standing on perception of provider time at bedside: a pilot study. Patient Educ Couns 2012;86:166–171.
 
16. Merel SE, McKinney CM, Ufkes P, et al. Sitting at patients’ bedsides may improve patients’ perceptions of physician communication skills. J Hosp Med 2016;11:865–868.
 
17. Strasser F, Palmer JL, Willey J, et al. Impact of physician sitting versus standing during inpatient oncology consultations: patients’ preference and perception of compassion and duration. A randomized controlled trial. J Pain Symptom Manage 2005;29:489–497.
 
18. Golden BP, Tackett S, Kobayashi K, et al. Sitting at the bedside: patient and internal medicine trainee perceptions. J Gen Intern Med 2022;37:3038–3044.
 
19. Gross DA, Zyzanski SJ, Borawski EA, et al. Patient satisfaction with time spent with their physician. J Fam Pract 1998;47:133–137.
 
20. Brown JB, Boles M, Mullooly JP, et al. Effect of clinician communication skills training on patient satisfaction. a randomized, controlled trial. Ann Intern Med 1999;131:822–829.
 
21. Windover A, Boissy A, Rice T, et al. The REDE model of healthcare communication: optimizing relationship as a therapeutic agent. J Patient Exp 2014;1:8–13.
 
22. Broderick-Forsgren K, Hunter WG, Schulteis RD, et al. Doctor Who? A quality improvement project to assess and improve patients’ knowledge of their inpatient physicians. J Grad Med Educ 2016;8:197–201.
 
23. Spasic M, Lagman C, Chung LK, et al. Evaluating the use of business cards among neurosurgery residents and its impact on patient satisfaction. Interdiscip Neurosurg 2017;8:68–71.
 
24. Abid MH, Lucier DJ, Hidrue MK, et al. The effect of standardized hospitalist information cards on the patient experience: a quasi-experimental prospective cohort study. J Gen Intern Med 2022;37:3931–3936.
 
25. Society of Hospital Medicine. Patient experience. https://www.hospitalmedicine.org/clinical-topics/patient-experience. Accessed June 6, 2023.