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Using Press Ganey Provider Feedback to Improve Patient Satisfaction: A Pilot Randomized Controlled Trial
Craig D Newgard1, Rongwei Fu1,2, James Heilman1
1Center for Policy and Research in Emergency Medicine, Department of Emergency Medicine, Oregon Health & Science University, Portland, OR.
Summary
Monthly feedback reports and coaching did not improve patient satisfaction scores in this pilot study. While not powered to show differences, the trial demonstrated feasibility for future research on enhancing patient experience.
Area of Science:
- Healthcare Management
- Patient Experience
- Quality Improvement
Background:
- Improving patient satisfaction is a key goal in healthcare delivery.
- Provider feedback mechanisms are crucial for performance enhancement.
- Press Ganey data offers insights into patient perceptions of care.
Purpose of the Study:
- To assess the feasibility and impact of monthly provider funnel plot feedback reports and coaching on patient satisfaction scores.
- To evaluate the logistics of implementing a feedback system in an academic emergency department.
- To inform the design of future definitive trials on improving patient experience.
Main Methods:
- A pilot randomized controlled trial involving 25 emergency medicine faculty.
- Intervention group received monthly funnel plot feedback and coaching; control group did not.
- Primary outcome measured by Press Ganey 'doctor-overall' scores over 12 months.
Main Results:
- No significant difference in patient satisfaction scores between the intervention and control groups after 12 months.
- Analysis showed no statistically significant improvement in overall doctor scores or specific satisfaction categories.
- The study provided data on feasibility, logistics, and effect sizes for future trials.
Conclusions:
- Monthly provider feedback reports and coaching did not lead to improved patient satisfaction in this pilot study.
- The trial successfully demonstrated the feasibility and logistical aspects of the intervention.
- Findings provide valuable insights for designing future, adequately powered studies on patient satisfaction improvement.
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