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Improving patient satisfaction through physician education, feedback, and incentives
Gaurav Banka1, Sarah Edgington1, Namgyal Kyulo2
1UCLA Department of Medicine, University of California, Los Angeles, Los Angeles, California.
Journal of Hospital Medicine
|May 28, 2015
Summary
An intervention significantly improved patient satisfaction scores among internal medicine residents, as measured by HCAHPS surveys. This model may enhance patient experience and hospital revenue.
Area of Science:
- Medical Education
- Healthcare Management
- Patient Experience
Background:
- Patient satisfaction is linked to better health outcomes and influences healthcare reimbursement.
- Improving patient satisfaction is a key objective for healthcare institutions.
Purpose of the Study:
- To evaluate the effectiveness of an educational intervention aimed at enhancing patient satisfaction among resident physicians.
- To assess the impact of the intervention on specific patient satisfaction metrics.
Main Methods:
- A nonrandomized, pre-post study conducted at a large tertiary academic medical center from 2011 to 2012.
- Internal medicine (IM) resident physicians received education, feedback, recognition, and incentives.
- Patient satisfaction was measured using Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey questions, with analysis using difference-in-differences regression.
Main Results:
- Positive responses to physician-related HCAHPS questions increased by 8.1% in the IM cohort versus 1.5% in the control cohort (P=0.04).
- Likelihood to recommend the hospital increased by 7.1% in the IM cohort compared to 1.5% in the control cohort (P=0.02).
- The observed improvements exceeded the national average HCAHPS outcome improvements (≤3.1%).
Conclusions:
- The intervention demonstrated a significant positive impact on patient satisfaction scores, particularly for internal medicine residents.
- This approach may serve as a model for improving patient satisfaction, potentially increasing hospital revenue and enhancing resident training.
- Limitations include the nonrandomized design and single-site execution.
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