The Use of Performance Improvement Methods to Enhance Emergency Department Patient Satisfaction in the United States: A Critical Review of the Literature and Suggestions for Future Research

Boudreaux, Edwin D.; Cruz, Brian; Baumann, Brigitte M.

doi:10.1197/j.aem.2006.01.031

Cited by 22 publications

(29 citation statements)

References 32 publications

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“…In general, greater provider communication is associated with greater patient satisfaction in the ED (1,2,25). Thus, it may be the time at the bedside, and not tobacco counseling per se, to which patients are responding.…”

Section: Discussionmentioning

confidence: 95%

“…The Institute of Medicine has defined patient-centeredness as one of six domains of quality, for which satisfaction scores are a commonly used method of measurement (3). Published studies have documented a variety of strategies to improve ED patient satisfaction, ranging from customer service training to videos educating patients on ED process and flow (1,2,4,5).…”

Section: Introductionmentioning

confidence: 99%

“…Patient satisfaction has become a focus of emergency department (ED) quality improvement efforts (1,2). Health care systems often use satisfaction scores in their marketing efforts.…”

Section: Introductionmentioning

confidence: 99%

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Emergency Department-Based Tobacco Interventions Improve Patient Satisfaction

Bernstein

Boudreaux

2010

The Journal of Emergency Medicine

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Section: Discussionmentioning

confidence: 95%

Section: Introductionmentioning

confidence: 99%

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Emergency Department-Based Tobacco Interventions Improve Patient Satisfaction

Bernstein

Boudreaux

2010

The Journal of Emergency Medicine

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“…Given the modest evidence available regarding which process changes are most effective to improve patient satisfaction [31 ], more performance improvement principles in the ED need to be investigated before evidence-based recommendations can be made. An auspicious new quality improvement instrument has recently been brought into the discussion by Griffey and Bohan [32 ].…”

Section: Detection and Reduction Of Errorsmentioning

confidence: 98%

Quality management and benchmarking in emergency medicine

Francis¹,

Spies²,

Kerner³

2008

Current Opinion in Anaesthesiology

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“…Emergency department (ED) patient satisfaction remains a high priority for many hospitals. Surveys are a common tool for measuring patient satisfaction, 1–3 along with process improvement efforts aimed at improving patient satisfaction scores 4 . In some institutions, patient satisfaction scores can be calculated for each emergency physician (EP).…”

mentioning

confidence: 99%

Application of Statistical Process Control to Physician‐specific Emergency Department Patient Satisfaction Scores: A Novel Use of the Funnel Plot

Griffen

Callahan

Markwell

et al. 2012

Academic Emergency Medicine

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Objectives: Emergency department (ED) patient satisfaction remains a high priority for many hospitals. Patient surveys are a common tool for measuring patient satisfaction, and process improvement efforts are aimed at improving patient satisfaction scores. In some institutions, patient satisfaction scores can be calculated for each emergency physician (EP). ED leaders are faced with the task of interpreting individual as well as group physician scores to identify opportunities for improvement. Analysis of these data can be challenging because of the relatively small numbers of returned surveys assignable to a single physician, variable numbers of surveys returned for each physician and high standard deviations (SDs) for individual physician scores. The objective was to apply statistical process control methodology to analyze individual as well as group physician patient satisfaction scores. The novel use of funnel plots to interpret individual physician patient satisfaction scores, track individual physician scores over two successive 8-month periods, and monitor physician group performance is demonstrated.Methods: Patient satisfaction with physicians was measured using Press Ganey surveys for a 65,000-volume ED over two successive 8-month periods. Using funnel plots, individual physician patient satisfaction scores were plotted against the number of surveys completed for each physician for each 8-month period. Ninety-fifth and 99th percentile control limits were displayed on the funnel plots to illustrate individual physician patient satisfaction scores that are within, versus those that are outside of, expected random variation. Control limits were calculated using mean patient satisfaction scores and SDs for the entire group of physicians. Additional funnel plots were constructed to demonstrate changes in individual physicians' patient satisfaction scores as a function of increasing numbers of returned surveys and to illustrate changes in the group's patient satisfaction scores between the first and second 8-month intervals after the institution of process improvement efforts aimed at improving patient satisfaction.Results: For the first 8-month period, 34,632 patients were evaluated in and discharged from the ED, with 581 surveys returned for 21 physicians. The mean (±SD) overall group physician patient satisfaction score was 81.8 (±24.7). Returned surveys per physician ranged from 2 to 58. For the second period, 34,858 patients were evaluated and discharged from the ED, with 670 patient satisfaction surveys returned for 20 physicians. The mean (±SD) overall physician score for all surveys returned during the second period was 85.0 (±22.2). Returned surveys per physician ranged from 8 to 65. Conclusions:The application of statistical control methodology using funnel plots as a means of analyzing ED group and physician patient satisfaction scores was possible. The authors believe that using funnel plots to analyze scores graphically can rapidly help determine the significance of individual physician p...

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The Use of Performance Improvement Methods to Enhance Emergency Department Patient Satisfaction in the United States: A Critical Review of the Literature and Suggestions for Future Research

Cited by 22 publications

References 32 publications

Emergency Department-Based Tobacco Interventions Improve Patient Satisfaction

Emergency Department-Based Tobacco Interventions Improve Patient Satisfaction

Quality management and benchmarking in emergency medicine

Application of Statistical Process Control to Physician‐specific Emergency Department Patient Satisfaction Scores: A Novel Use of the Funnel Plot

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