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Consult Coordination Affects Patient Experience.

Steven D Pizer1, Michael L Davies1, Julia C Prentice1

  • 1Partnered Evidence-based Policy Resource Center (SDP, JCP), Boston VA Healthcare System, Boston, MA and Office of Veterans Access to Care (MLD), Department of Veterans Affairs, Washington, DC; Department of Pharmacy and Health System Sciences, Northeastern University (SDP), Boston, MA; School of Medicine and Public Health, Boston University (JCP), Boston, MA.

American Journal of Accountable Care
|September 1, 2021
PubMed
Summary
This summary is machine-generated.

Longer wait times for specialist appointments significantly decrease patient satisfaction. Improving care coordination and streamlining the referral process are crucial for Accountable Care Organizations (ACOs) to enhance patient experience.

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Area of Science:

  • Health Services Research
  • Patient Experience Measurement

Background:

  • Accountable Care Organizations (ACOs) are evaluated on healthcare quality and patient experience.
  • Patient satisfaction is a key performance indicator for healthcare systems.

Purpose of the Study:

  • To determine if administrative wait time metrics correlate with patient satisfaction.
  • To assess the impact of specialist consult wait times on patient-reported outcomes.

Main Methods:

  • Utilized Veterans Health Administration (VHA) administrative and survey data from 2012.
  • Analyzed wait times for specialist consults (request to action, scheduling, completion).
  • Employed logistic regression, risk-adjusted for demographics and health status, to predict satisfaction.

Main Results:

  • Extended wait times for consult scheduling and completion were significantly linked to lower patient satisfaction.
  • Administrative access metrics demonstrated a clear association with patient-reported satisfaction.

Conclusions:

  • Wait times for specialist consultations are critical patient-centered access metrics for ACOs.
  • Streamlining referral processes and enhancing care coordination can improve patient satisfaction.