Predicting patient intent to return from satisfaction scores

This study describes the development of a patient satisfaction assessment instrument used at the Medical University of South Carolina Outpatient Services clinics. Three years of responses were analyzed and a logistic regression model is presented to identify components of care that predict patient intent to return for additional care. Waiting time and understanding doctor's explanation were the only items that were significant predictors of intent to return. Additionally, the calculated probability of a return visit was used to calculate the potential impact of changes in mean satisfaction scores on the number of patient visits to the hospital ambulatory clinics.