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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...
Autores principales: | , , , , , , , , |
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Formato: | Online Artículo Texto |
Lenguaje: | English |
Publicado: |
Cureus
2022
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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. |
format | Online Article Text |
id | pubmed-9536514 |
institution | National Center for Biotechnology Information |
language | English |
publishDate | 2022 |
publisher | Cureus |
record_format | MEDLINE/PubMed |
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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