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The 130th Annual Meeting of APHA |
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The 130th Annual Meeting of APHA |
Mimi H. Martinez, MA, MPH, Angelica Morales, MA, and Diane B Liepins, RN, MMIS. Performance Assessment, Kaiser Permanente -- Southern California, 393 East Walnut Street, Pasadena, CA 91188, (626) 685-5439, mimi.h.martinez@kp.org
A patient satisfaction survey was implemented by the Southern California Permanente Medical Group (SCPMG) in 1994 to obtain patient feedback regarding a recent visit with their clinician, i.e., physician and advanced practitioner. Each week a randomly selected sample of patients is asked to rate the clinician on different aspects of communication on a 10-point Likert scale. Results are compiled at the clinician level and reported annually. A program to improve clinician-patient communication was also implemented for any clinician wishing to enhance their communication skills.
Results for all clinicians show that most patients are highly satisfied with their clinician, average score of 9.15, which varies little from year to year. Physician and advanced practitioner scores in adult primary care departments who had scores in 1999, 2000 and 2001 were analyzed to determine differences between practitioner groups and to determine if average scores differed from year to year. For physicians, average scores were 9.12, 9.16 and 9.17. For advanced practitioners, the average scores from 1999 to 2001 were 8.92, 8.97 and 8.97.
The reasons for the differences in satisfaction scores between physicians and advanced practitioners are unknown, and are being explored. Are the environments, such as urgent care visits or office visits, in which care is provided, different? Do physicians and advanced practitioners have an equal opportunity to build relationships with their patients? Are patients' perceptions different depending on the type of clinician seen? In an environment of increasing pressures understanding patient satisfaction is important in delivering high quality care.
Learning Objectives: At the conclusion of the session, the participant in this session will be able to
Keywords: Patient Satisfaction, Primary Care
Presenting author's disclosure statement:
Organization/institution whose products or services will be discussed: The patient satisfaction survey was developed by Kaiser Permanente.
I have a significant financial interest/arrangement or affiliation with any organization/institution whose products or services are being discussed in this session.
Relationship: employment