Abstract
IntroductionThe Press Ganey® Outpatient Medical Practice Survey (PGOMPS) is composed of 10 provider-specific and 15 non-provider-specific questions. Some healthcare systems link PGOMS overall scores to physician reimbursements. The aim of this study was to determine the frequency of patient satisfaction across individual PGOMPS question, the null hypothesis being that there was no variability between the frequency of satisfaction and similar questions.MethodsWe reviewed all new patient orthopedic PGOMPS scores between January 2014 and December 2017. Due to the large ceiling effect, satisfaction was defined as a perfect total score. The frequency of perfect scores for each question was calculated.ResultsFive thousand one hundred sixty-three patients met the inclusion criteria. Two thousand two hundred sixty-six (43.89%) provider-specific questions received perfect satisfaction versus 986 (19.10%) with perfect satisfaction for non-provider-specific questions (p < 0.001). The five questions most likely to receive perfect satisfaction were MD friendliness/courtesy (80.36), MD spoke using clear language (80.35%), likelihood to recommend practice (79.11%), likelihood to recommend MD (78.8%), and MD confidence (78.74%). The five least likely were convenience of office hours (60.44%), ease of getting on phone (59.72%), ability to get desired appointment (59.50%), wait time (54.63%), and information about delays (53.80%).ConclusionsOur results suggest that the majority of orthopedic patients are satisfied with their provider, demonstrating that room for improvement is limited with provider-specific areas. Leaders of health care teams should consider these results when seeking to improve patient satisfaction scores and determining how and if scores should be linked to reimbursements.
Highlights
The Press Ganey® Outpatient Medical Practice Survey (PGOMPS) is composed of 10 provider-specific and 15 non-provider-specific questions
The purpose of our study was to evaluate the patient satisfaction with each individual PGOMPS question and to determine if there is a difference between provider-specific questions and the other questions combined
In an effort to improve the value of care a patient receives and enhance their overall experience, our institution has contracted with Press Ganey Corporation to measure patient satisfaction scores in the outpatient setting
Summary
The Press Ganey® Outpatient Medical Practice Survey (PGOMPS) is composed of 10 provider-specific and 15 non-provider-specific questions. The Press Ganey® Outpatient Medical Practice Survey (PGOMPS) is a metric of patient satisfaction and is widely used throughout many health care systems. The survey is composed of 2 wait time questions and an additional 25 questions about the clinic experience: 10 relate to the provider, while the remainder evaluate other components such as, access to care, staff, and the office in general [26]. Doing so would provide greater insight into the needs of orthopedic patients and provide providers and health care administrators with specific areas they can focus on to improve a patient’s overall experience. The purpose of our study was to evaluate the patient satisfaction with each individual PGOMPS question and to determine if there is a difference between provider-specific questions and the other questions combined. Our null hypothesis is that there would be no difference in the frequency of satisfaction for each individual question
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