scholarly journals Reporting of Patient Experience Data on Health Systems’ Websites and Commercial Physician-Rating Websites: Mixed-Methods Analysis (Preprint)

2018 ◽  
Author(s):  
Tara Lagu ◽  
Caroline M. Norton ◽  
Lindsey M. Russo ◽  
Aruna Priya ◽  
Sarah L. Goff ◽  
...  
Keyword(s):  
Mixed Methods ◽  
Health System ◽  
Random Sample ◽  
Health Systems ◽  
Patient Experience ◽  
Healthcare Providers ◽  
Negative Comments ◽  
Physician Rating ◽  
Composite Scores ◽  
Consumer Assessment

BACKGROUND Some hospitals’ and health systems’ websites report physician-level ratings and comments drawn from the Consumer Assessment of Healthcare Providers and Systems surveys. OBJECTIVE The aim was to examine the prevalence and content of health system websites reporting these data and compare narratives from these sites to narratives from commercial physician-rating sites. METHODS We identified health system websites active between June 1 and 30, 2016, that posted clinician reviews. For 140 randomly selected clinicians, we extracted the number of star ratings and narrative comments. We conducted a qualitative analysis of a random sample of these physicians’ narrative reviews and compared these to a random sample of reviews from commercial physician-rating websites. We described composite quantitative scores for sampled physicians and compared the frequency of themes between reviews drawn from health systems’ and commercial physician-rating websites. RESULTS We identified 42 health systems that published composite star ratings (42/42, 100%) or narratives (33/42, 79%). Most (27/42, 64%) stated that they excluded narratives deemed offensive. Of 140 clinicians, the majority had composite scores listed (star ratings: 122/140, 87.1%; narrative reviews: 114/140, 81.4%), with medians of 110 star ratings (IQR 42-175) and 25.5 (IQR 13-48) narratives. The rating median was 4.8 (IQR 4.7-4.9) out of five stars, and no clinician had a score less than 4.2. Compared to commercial physician-rating websites, we found significantly fewer negative comments on health system websites (35.5%, 76/214 vs 12.8%, 72/561, respectively; P<.001). CONCLUSIONS The lack of variation in star ratings on health system sites may make it difficult to differentiate between clinicians. Most health systems report that they remove offensive comments, and we notably found fewer negative comments on health system websites compared to commercial physician-rating sites.

scholarly journals Reporting of Patient Experience Data on Health Systems’ Websites and Commercial Physician-Rating Websites: Mixed-Methods Analysis

10.2196/12007 ◽  
2019 ◽  
Vol 21 (3) ◽  
pp. e12007 ◽  
Author(s):  
Tara Lagu ◽  
Caroline M Norton ◽  
Lindsey M Russo ◽  
Aruna Priya ◽  
Sarah L Goff ◽  
...  
Keyword(s):  
Mixed Methods ◽  
Health Systems ◽  
Patient Experience ◽  
Physician Rating

scholarly journals Exploring patient-provider interactions and the health system’s responsiveness to street-connected children and youth in Kenya: a qualitative study

2021 ◽  
Vol 21 (1) ◽  
Author(s):  
Embleton Lonnie ◽  
Shah Pooja ◽  
Gayapersad Allison ◽  
Kiptui Reuben ◽  
Ayuku David ◽  
...  
Keyword(s):  
Qualitative Study ◽  
Health System ◽  
Health Systems ◽  
Cultural Context ◽  
Healthcare Providers ◽  
Children And Youth ◽  
Economic Factors ◽  
Health Coverage ◽  
Socially Constructed ◽  
Prompt Attention

Abstract Background In Kenya, street-connected children and youth (SCY) have poor health outcomes and die prematurely due to preventable causes. This suggests they are not accessing or receiving adequately responsive healthcare to prevent morbidity and mortality. We sought to gain insight into the health systems responsiveness to SCY in Kenya through an in-depth exploration of SCY’s and healthcare provider’s reflections on their interactions with each other. Methods This qualitative study was conducted across 5 counties in western Kenya between May 2017 and September 2018 using multiple methods to explore and describe the public perceptions of, and proposed and existing responses to, the phenomenon of SCY in Kenya. The present analysis focuses on a subset of data from focus group discussions and in-depth interviews concerning the delivery of healthcare to SCY, interactions between SCY and providers, and SCY’s experiences in the health system. We conducted a thematic analysis situated in a conceptual framework for health systems responsiveness. Results Through three themes, context, negative patient-provider interactions, and positive patient-provider interactions, we identified factors that shape health systems responsiveness to SCY in Kenya. Economic factors influenced and limited SCY’s interactions with the health system and shaped their experiences of dignity, quality of basic amenities, choice of provider, and prompt attention. The stigmatization and discrimination of SCY, a sociological process shaped by the social-cultural context in Kenya, resulted in experiences of indignity and a lack of prompt attention when interacting with the health system. Patient-provider interactions were highly influenced by healthcare providers’ adverse personal emotions and attitudes towards SCY, resulting in negative interactions and a lack of health systems responsiveness. Conclusions This study suggests that the health system in Kenya is inadequately responsive to SCY. Increasing public health expenditures and expanding universal health coverage may begin to address economic factors, such as the inability to pay for care, which influence SCY’s experiences of choice of provider, prompt attention, and dignity. The deeply embedded adverse emotional responses expressed by providers about SCY, associated with the socially constructed stigmatization of this population, need to be addressed to improve patient-provider interactions.

scholarly journals Translation, adaptation, and validation of the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) for use in Japan: A multicenter cross-sectional study

2020 ◽  
Author(s):  
Takuya Aoki ◽  
Yosuke Yamamoto ◽  
Tomoaki Nakata
Keyword(s):  
Patient Experience ◽  
Internal Consistency ◽  
Healthcare Providers ◽  
Internal Consistency Reliability ◽  
Cross Sectional Study ◽  
Sectional Study ◽  
Cross Sectional ◽  
Validity Criterion ◽  
Hospital Consumer Assessment ◽  
Consumer Assessment

Objectives. The Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) is a well-established and internationally recognized scale for measuring patient experience with hospital inpatient care. This study aimed to develop a Japanese version of the HCAHPS and to examine its structural validity, criterion-related validity, and internal consistency reliability. Design. Multicenter cross-sectional study. Setting. A total of 48 hospitals in Japan. Participants. Patients aged ≥ 16 years who were discharged from the participating hospitals. Results. We translated the HCAHPS into Japanese according to the guidelines. Psychometric properties were examined using data from 6,522 patients. A confirmatory factor analysis showed excellent goodness of fit of the same factor structure as that of the original HCAHPS, with the following composites: communication with nurses, communication with doctors, responsiveness of hospital staff, hospital environment, communication about medicines, and discharge information. All hospital-level Pearson correlation coefficients between the Japanese HCAHPS composites and overall hospital rating exceeded the criteria. Results of inter-item correlations indicated adequate internal consistency reliability. Conclusions. We developed the Japanese HCAHPS, and evaluated its structural validity, criterion-related validity, and internal consistency reliability. This scale could be used for quality improvement based on the assessment of patient experience with hospital care and for health services research in Japan.

scholarly journals Correlation of Provider Burnout With Patient Experience

2020 ◽  
Vol 7 (6) ◽  
pp. 931-936
Author(s):  
Kathleen E McKee ◽  
Andrea Tull ◽  
Marcela G del Carmen ◽  
Susan Edgman-Levitan
Keyword(s):  
Patient Experience ◽  
Healthcare Providers ◽  
Maslach Burnout Inventory ◽  
Integrated Approach ◽  
Routine Care ◽  
Urgent Care ◽  
Physician Burnout ◽  
Care Appointment ◽  
Consumer Assessment ◽  
Improve Patient

Initiatives to mitigate physician burnout and improve patient experience occur largely in isolation. At the level of the department/division, we found lower physician burnout was associated with a more positive patient experience. Physician Maslach Burnout Inventory data and patient Consumer Assessment of Healthcare Providers and Systems Clinician and Group experience scores were significantly correlated with 5 of 12 patient experience questions: “Got Routine Care Appointment” (−0.632, P = .001), “Recommend Provider” (−0.561, P = .005), “Provider Knew Medical History” (−0.532, P = .009), “Got Urgent Care Appointment” (−0.518, P = .014), and “Overall Rating” (−0.419, P = .047). These correlations suggest burnout and experience might be better addressed in tandem. Principles to guide an integrated approach are suggested.

scholarly journals House Staff Communication Training and Patient Experience Scores

2017 ◽  
Vol 4 (1) ◽  
pp. 28-36 ◽  
Author(s):  
Oladoyin A Oladeru ◽  
Musleehat Hamadu ◽  
Paul D Cleary ◽  
Adam B Hittelman ◽  
Ketan R Bulsara ◽  
...  
Keyword(s):  
Patient Experience ◽  
Healthcare Providers ◽  
Role Playing ◽  
Communication Training ◽  
House Staff ◽  
Patient Centered ◽  
Standard Patient ◽  
Patient Responses ◽  
Consumer Assessment ◽  
Adult Hospital

Objective: To assess whether communication training for house staff via role-playing exercises (1) is well received and (2) improves patient experience scores in house staff clinics. Methods: We conducted a pre–post study in which the house staff for 3 adult hospital departments participated in communication training led by trained faculty in small groups. Sessions centered on a published 5-step strategy for opening patient-centered interviews using department-specific role-playing exercises. House staff completed posttraining questionnaires. For 1 month prior to and 1 month following the training, patients in the house staff clinics completed surveys with Clinician and Group Consumer Assessment of Healthcare Providers and Systems (CG-CAHPS) questions regarding physician communication, immediately following clinic visits. Preintervention and postintervention results for top-box scores were compared. Results: Forty-four of a possible 45 house staff (97.8%) participated, with 31 (70.5%) indicating that the role-playing exercise increased their perception of the 5-step strategy. No differences in patient responses to CG-CAHPS questions were seen when comparing 63 preintervention surveys to 77 postintervention surveys. Conclusion: Demonstrating an improvement in standard patient experience surveys in resident clinics may require ongoing communication coaching and investigation of the “hidden curriculum” of training.

scholarly journals Development and psychometric properties of the Japanese Consumer Assessment of Healthcare Providers and Systems Clinician & Group Survey (CG-CAHPS)

PLoS ONE ◽  
2021 ◽  
Vol 16 (4) ◽  
pp. e0250843
Author(s):  
Takuya Aoki ◽  
Kuichiro Taguchi ◽  
Eiichi Hama
Keyword(s):  
Psychometric Properties ◽  
Ambulatory Care ◽  
Patient Experience ◽  
Internal Consistency ◽  
Pearson Correlation ◽  
Healthcare Providers ◽  
Internal Consistency Reliability ◽  
Validity And Reliability ◽  
Structural Validity ◽  
Consumer Assessment

The Consumer Assessment of Healthcare Providers and Systems Clinician & Group Survey (CG-CAHPS) is one of the most widely studied and endorsed patient experience measures for ambulatory care. This study aimed to develop a Japanese CG-CAHPS and examine its psychometric properties. We evaluated the structural validity, criterion-related validity, internal consistency reliability, and site-level reliability of the scale. Data were analyzed for 674 outpatients aged 18 years or older in 11 internal medicine clinics. The confirmatory factor analysis supported the scale’s structural validity and the same composites (Access, Provider Communication, Care Coordination, and Office Staff) as that of the original CG-CAHPS. All site-level Pearson correlation coefficients between the Japanese CG-CAHPS composites and overall provider rating exceeded the criteria. Results of item-total correlations and Cronbach’s alpha indicated adequate internal consistency reliability. We developed the Japanese CG-CAHPS and examined its validity and reliability to measure the quality of ambulatory care based on patient experience. The results of the Japanese CG-CAHPS survey will provide useful information to providers, organizations, and policy makers for achieving a patient-centered healthcare system in Japan.

scholarly journals Patient Experience in Obstetrics in a Military Patient Satisfaction Survey: Findings and Recommendations for Improvement

2021 ◽  
Author(s):  
Kimberley Marshall-Aiyelawo ◽  
Melissa Gliner ◽  
Omar Pedraza ◽  
Janine Beekman ◽  
Seth Messinger ◽  
...  
Keyword(s):  
Health System ◽  
Patient Experience ◽  
Healthcare Providers ◽  
Surgical Care ◽  
Surgical Patients ◽  
Military Health System ◽  
Military Health ◽  
Nurse Leader ◽  
Hourly Rounding ◽  
Shift Change

ABSTRACT Introduction This study examines the care experience of obstetric patients within the Military Health System and compares them to those of medical and surgical care patients. Specifically, the study seeks to (1) examine how obstetric inpatient experience ratings differ from medical and surgical inpatient experience ratings, (2) understand specific aspects of care that drive overall experience ratings within this population, (3) test whether adherence to nursing practices such as hourly rounding and nurse leader visits affect experience ratings, and (4) describe ways that patient experience information can be presented to healthcare providers to improve performance. Materials and Methods Data for this study include Military Health System patient experience survey data (based on the Hospital Consumer Assessment of Healthcare Providers and Systems) collected from 2011 through 2019. Analysis includes data collected from 338,124 patients aged 18 years and older. Our analysis involved z-test comparisons of patient experience measure scores, trend analysis, logistic regression-based driver analysis, and correlations. Results Obstetric ratings are generally lower than those of medical and surgical patients; however, they have been improving at a slightly faster rate year over year. Effective nurse communications with patients are a particularly strong driver for improving their overall care experiences, and practices like hourly nurse rounding, nurse leader visits, and nurse–patient shift change conversations are positively correlated with obstetric patient experience ratings. Conclusions This study contextualizes how obstetric inpatient experience ratings differ from those of medical and surgical care patients. Healthcare administrators and policymakers should be aware that obstetric patients may have unique needs and expectations that lead to patient experience ratings differing from those of medical and surgical patients. Effective nurse–patient communications, hourly rounding, nurse leader visits, and nurse–patient shift change conversations could be strategies used to improve obstetric experience ratings.

scholarly journals Psychometric Properties of the Filipino Version of Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS): A Cross-Cultural Validation Study

2020 ◽  
Vol 7 (6) ◽  
pp. 1526-1534
Author(s):  
Estrellita A Judan-Ruiz ◽  
Rame John L Mina ◽  
John Rey B Macindo
Keyword(s):  
Patient Experience ◽  
Internal Consistency ◽  
Healthcare Providers ◽  
Cross Cultural ◽  
Content Validation ◽  
Forward Translation ◽  
Hospital Consumer Assessment ◽  
Conceptual Equivalence ◽  
Consumer Assessment ◽  
Cultural Validation

Albeit the importance of patient experience, most questionnaires are only available in English. To understand the hospital experience of Filipino patients, a psychometrically sound instrument in Filipino is warranted. This study culturally adapted and validated the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) into Filipino. A 5-step cross-cultural validation process was conducted. Forward translation, back-translation, and panel reconciliation involved 7 language experts. Pretesting included content validation and pretesting of the Filipino HCAHPS, while field testing involved 64 purposively selected hospitalized patients who completed a 4-part survey from July to December 2018. Content, linguistic, and conceptual equivalence and internal consistency were statistically appraised. Content validation yielded a scale content validity index/average of 1.00. Comparative analysis and Bland-Altman plots indicated good linguistic equivalence. All correlation coefficients were ≥.30, denoting good conceptual equivalence. Cronbach’s α for both versions of HCAHPS were ≥0.80, suggestive of good internal consistency. The Filipino HCAHPS is a psychometrically sound and culturally appropriate tool to measure patient experience among Filipinos. This understanding can be utilized for quality improvements on both practice and policy levels.

Associations of care experiences with survival among people with cancer in SEER-CAHPS, 2006 to 2017.

2020 ◽  
Vol 38 (29_suppl) ◽  
pp. 177-177
Author(s):  
Lisa Dimartino ◽  
Justin Kirschner ◽  
Amy Huebeler ◽  
George L. Jackson ◽  
Michelle Mollica ◽  
...  
Keyword(s):  
Healthcare Providers ◽  
Lower Mortality ◽  
Future Research ◽  
Care Specialist ◽  
Physician Health ◽  
Liver Cancers ◽  
Prescription Drug Plan ◽  
Nationally Representative ◽  
Composite Scores ◽  
Consumer Assessment

177 Background: A growing body of literature indicates associations between cancer care experiences and survival. Several studies suggest people with cancer who report worse care experiences have greater mortality. However, studies in general patient populations have found worse care experiences are associated with lower mortality. To our knowledge, no study has evaluated the relationship between care experiences and survival using a large, nationally representative sample of cancer patients. Methods: We used linked SEER cancer registry-Consumer Assessment of Healthcare Providers and Systems (CAHPS) data to identify people diagnosed 8/2006-12/2013 with one of the top ten solid tumor cancer sites with the highest mortality rates among those over age 65 (lung, colon, prostate, pancreas, breast, bladder, ovary, esophagus, kidney, or liver cancers). We included people who completed a survey between 6-24 months post-diagnosis and were continuously enrolled in Medicare A & B from ≤6 months pre-diagnosis through survey completion. CAHPS outcomes were ratings of Overall Care, Specialist Physician, Health Plan, and Prescription Drug Plan (PDP) and composite scores of Getting Needed Care. We used survey-weighted Cox proportional hazard models to compare those who gave lower (0-8) vs higher ratings (9-10), and lower (0-89) vs higher (90-100) scores. Results: We identified 2,403 eligible people. Mean survival was 46 months and 26% died by 5 years after diagnosis. In unadjusted models, lower Overall Care ratings were significantly associated with higher mortality (HR=1.25, p=.04), but this did not persist in the adjusted model. In contrast, lower ratings of PDP were significantly associated with lower mortality after covariate adjustment (HR=.63, p=.02). Conclusions: Except for PDP, survival was similar among those with worse vs better care experiences. People with better cancer prognoses may perceive worse services from their PDP compared to those with poorer prognoses. Future research examining mechanisms underlying this association may be warranted. [Table: see text]

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