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

Introduction Patient 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 surg...

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Autores principales: Fan, Betty, Imeokparia, Folasade, Ludwig, Kandice, Korff, Lisa, Hunter-Squires, Joanna, Chandrasekaran, Bindhupriya, Samra, Sandeep, Manghelli, Joshua, Fisher, Carla
Formato: Online Artículo Texto
Lenguaje:English
Publicado: Cureus 2022
Materias:
Acceso en línea:https://www.ncbi.nlm.nih.gov/pmc/articles/PMC9536514/
https://www.ncbi.nlm.nih.gov/pubmed/36225500
http://dx.doi.org/10.7759/cureus.28846
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author Fan, Betty
Imeokparia, Folasade
Ludwig, Kandice
Korff, Lisa
Hunter-Squires, Joanna
Chandrasekaran, Bindhupriya
Samra, Sandeep
Manghelli, Joshua
Fisher, Carla
author_facet Fan, Betty
Imeokparia, Folasade
Ludwig, Kandice
Korff, Lisa
Hunter-Squires, Joanna
Chandrasekaran, Bindhupriya
Samra, Sandeep
Manghelli, Joshua
Fisher, Carla
author_sort Fan, Betty
collection PubMed
description Introduction Patient 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. Methods Prospective 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. Results 744 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. Conclusion Patient 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.
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spelling pubmed-95365142022-10-11 Patient Experience Ratings: What Do Breast Surgery Patients Care About? Fan, Betty Imeokparia, Folasade Ludwig, Kandice Korff, Lisa Hunter-Squires, Joanna Chandrasekaran, Bindhupriya Samra, Sandeep Manghelli, Joshua Fisher, Carla Cureus General Surgery Introduction Patient 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. Methods Prospective 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. Results 744 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. Conclusion Patient 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. Cureus 2022-09-06 /pmc/articles/PMC9536514/ /pubmed/36225500 http://dx.doi.org/10.7759/cureus.28846 Text en Copyright © 2022, Fan et al. https://creativecommons.org/licenses/by/3.0/This is an open access article distributed under the terms of the Creative Commons Attribution License, which permits unrestricted use, distribution, and reproduction in any medium, provided the original author and source are credited.
spellingShingle General Surgery
Fan, Betty
Imeokparia, Folasade
Ludwig, Kandice
Korff, Lisa
Hunter-Squires, Joanna
Chandrasekaran, Bindhupriya
Samra, Sandeep
Manghelli, Joshua
Fisher, Carla
Patient Experience Ratings: What Do Breast Surgery Patients Care About?
title Patient Experience Ratings: What Do Breast Surgery Patients Care About?
title_full Patient Experience Ratings: What Do Breast Surgery Patients Care About?
title_fullStr Patient Experience Ratings: What Do Breast Surgery Patients Care About?
title_full_unstemmed Patient Experience Ratings: What Do Breast Surgery Patients Care About?
title_short Patient Experience Ratings: What Do Breast Surgery Patients Care About?
title_sort patient experience ratings: what do breast surgery patients care about?
topic General Surgery
url https://www.ncbi.nlm.nih.gov/pmc/articles/PMC9536514/
https://www.ncbi.nlm.nih.gov/pubmed/36225500
http://dx.doi.org/10.7759/cureus.28846
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