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Related Experiment Videos

Measuring patient satisfaction for quality improvement.

L E Harris1, R W Swindle, S M Mungai

  • 1Department of Medicine, Indiana University School of Medicine, Indianapolis, USA. HARRIS_L@REGENSTRIEF.IUPUI.EDU

Medical Care
|December 22, 1999
PubMed
Summary
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A new survey measures patient satisfaction with primary care visits, offering a sensitive tool for quality improvement initiatives. This validated instrument identified key differences in satisfaction across practice sites.

Area of Science:

  • Health Services Research
  • Patient Experience Measurement
  • Quality Improvement Science

Background:

  • Annual health plan surveys assess enrollee satisfaction but may lack sensitivity for short-term quality improvement initiatives.
  • Existing surveys may not adequately capture timely feedback on patient experiences with specific healthcare interactions.

Purpose of the Study:

  • To develop and validate a multidimensional, visit-specific patient satisfaction measure for primary care.
  • To create a tool that can be utilized for ongoing quality improvement efforts in healthcare settings.

Main Methods:

  • Developed a survey combining established questionnaires (Medical Outcomes Study Visit-Specific Questionnaire, ABIM Patient Satisfaction Questionnaire) with local items.
  • Administered the survey across five adult and pediatric primary care sites serving a managed-care population.

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  • Assessed the instrument's reliability, validity, and utility for quality improvement applications.

    • Main Results:

    • Three key factors of satisfaction emerged: provider, access, and office.
    • Provider and office satisfaction correlated with overall satisfaction in both adult and pediatric samples; access satisfaction was significant only for adults.
    • Significant inter-site differences in satisfaction were found for adults (office, access) and children (provider, office, access).

    Conclusions:

    • The developed instrument demonstrates reliability and validity for measuring visit-specific primary care satisfaction.
    • The findings support the use of this tool to identify practice-level differences in patient satisfaction, informing quality improvement strategies.