Hidden consequences of patient satisfaction: A survey of pediatric surgeons

Li, Belinda; Dudley, Anne; Lauderdale, Chelsea J.; Shannon, Chevis N.; Pope, John C.

doi:10.1016/j.jpedsurg.2021.03.010

Cited by 1 publication

(2 citation statements)

References 20 publications

Supporting

Mentioning

Contrasting

Order By: Relevance

“…As demonstrated by Li et al, an unintended consequence of patient satisfaction surveys was altering surgeon clinical practice beyond standard care to meet patient expectations. These actions could include unnecessary referrals, prescribing medications (such as opioids), and ordering additional imaging tests to avoid patient dissatisfaction [ 10 ]. Most surgeons reported that these changes did not ultimately result in any clinical changes in outcome or management [ 10 ].…”

Section: Discussionmentioning

confidence: 99%

“…These actions could include unnecessary referrals, prescribing medications (such as opioids), and ordering additional imaging tests to avoid patient dissatisfaction [ 10 ]. Most surgeons reported that these changes did not ultimately result in any clinical changes in outcome or management [ 10 ]. Therefore, although patient satisfaction surveys may be a tool to aid in quality performance evaluations, they should still be used judiciously as there may be unintended consequences if healthcare quality measurements are only reflected by patient perception.…”

Section: Discussionmentioning

confidence: 99%

See 1 more Smart Citation

Patient Experience Ratings: What Do Breast Surgery Patients Care About?

Fan¹,

Imeokparia²,

Ludwig³

et al. 2022

Cureus

View full text Add to dashboard Cite

IntroductionPatient experience is essential in the overall care; physicians often receive patient reviews evaluating their consultation encounters. Patient experience surveys can be a helpful tool to identify areas to target for improvement. We sought to evaluate what factors influenced breast surgery patients' reviews of their clinic visits. MethodsProspective surveys from 2018-2020 were reviewed from a single institution. Surveys were sent to all patients within 48 hours after visiting one of our breast surgery clinics, and patients were asked their preferred mode of contact for the survey. Patients responded to surveys with scores of 0-10, with 0 as "not likely" and 10 "extremely likely" to recommend the provider's office. Scores 0-6 were considered negative, 7-8 neutral, and 9-10 positive. Positive/Negative comments from patients were reviewed and classified according to mention of surgeon, clinic staff/team, clinic processing, and facility amenities. Results744 out of 2205 patients contacted responded to the survey, resulting in a 33.7% response rate. Of this cohort, 47.6% (354/744) were new patients, and 52.4% (390/744) were established patients. Interactive voice response (IVR) and email, per patient indicated preferred mode of survey communication, had the highest responses. The average patient score was 9.5. Most ratings were positive (91.3%, 679/744), followed by neutral comments (5.2%, 39/744). There were 3.5% (26/744) which were negative ratings. Of those who responded, 47.7% (355/744) left a comment with their score. Surgeon-specific remarks were often noted in positive comments, followed by clinic staff/team comments. Negative comments most commonly referenced clinic processes. ConclusionPatient satisfaction surveys provide a window into creating the best patient experience. Further efforts to address these factors affecting patient experiences should be made to continue improving patient care.

show abstract

Section: Discussionmentioning

confidence: 99%

Section: Discussionmentioning

confidence: 99%