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Performance profiles: the influence of patient satisfaction data on physicians' practice
Elizabeth A Rider1, James M Perrin
1Department of Pediatrics, Harvard Medical School, Boston, Massachusetts, USA. elizabeth_rider@hms.harvard.edu
Pediatrics
|May 3, 2002
Summary
Primary care physicians find patient satisfaction profiles minimally useful for improving care, with few reporting behavior changes. Payers should focus on health plans and facilities, not individual physician performance.
Area of Science:
- Healthcare Management
- Physician Performance Measurement
- Patient Satisfaction Research
Background:
- Payers increasingly use patient satisfaction data for physician profiling.
- Limited understanding exists regarding physicians' utilization of this data and its impact on behavior.
- Physician performance assessment is evolving with data-driven approaches.
Purpose of the Study:
- To assess primary care physicians' perceptions of patient satisfaction performance profiles.
- To determine if physicians use these profiles to modify practice behaviors.
- To identify which profile components physicians deem critical for quality of care assessment.
Main Methods:
- A 1998 survey of 810 primary care physicians in Massachusetts.
- Participants had managed care patients and received satisfaction-based profiles.
- Measured physician perceptions and reported changes in practice behaviors.
Main Results:
- Only 23% found profiles very useful; 7% frequently used them to change care.
- Interpersonal care factors were rated most important for quality but rarely led to reported changes.
- Most physicians reported minor or no changes in practice based on profiles.
Conclusions:
- Few primary care physicians find patient satisfaction profiles useful for care improvement or behavior change.
- Patient satisfaction profiles may have limited influence on individual physician practice.
- Payers might benefit more from focusing on health plan and facility-level improvements than individual physician profiling.
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