Factors Influencing Patient Satisfaction in Dermatology

Abigail Cline,Bijan Safai,Tamar Gomolin

doi:10.25251/skin.4.6.6

Abstract

Background: Patient satisfaction is a proxy for healthcare quality, with physicians evaluated and reimbursed based on patient satisfaction scores. Despite the growing influence of patient satisfaction, factors that impact patient satisfaction in dermatology remain unclear. Methods: We analyzed 225 responses to an online survey evaluating patient expectations, willingness, and satisfaction regarding dermatology appointments. Patient willingness and satisfaction were measured on a 1-5 Likert scale. Results: Respondents were most willing to discuss their condition and to be examined with a dermatoscope. Respondents were least willing to wear a patient gown without underwear and to be photographed. Highly satisfying factors included a written treatment plan, provider medication recommendations, and use of gloves during physical exams. Highly dissatisfying factors included waiting 60 minutes, taking off underwear with a patient gown, and being photographed with a cellphone.Patient willingness and satisfaction differed significantly by gender and age. Male respondents reported less satisfaction than female respondents if a nurse explained the treatment plan. Older respondents were significantly more willing to change into a patient gown, to be photographed, to be examined with a dermatoscope, and to undergo a biopsy than younger respondents. Older and female respondents preferred written plans, while younger and male respondents preferred verbal plans. Younger respondents reported higher satisfaction with an email follow-up compared to older respondents, who preferred a phone call.Conclusion: These findings may represent relatively easy ways to improve patient satisfaction scores. Further insight into factors affecting patient satisfaction may enhance patient experience and engagement, thereby improving clinical outcomes.

Highlights

Enhancing patient experience and engagement may improve clinical outcomes.[1]
The field of dermatology recognizes the importance of patient satisfaction, with the American Board of Dermatology encouraging the collection of patient satisfaction survey data during the Maintenance of Certification process.[2]
While one study found that a patient’s perception of the character of the physician directly affects patient satisfaction scores, others have found that environmental factors such as the physician spending a few more minutes with the patient and even the physician sitting down when talking to patients, were relatively easy ways to improve satisfaction scores.[3,4,5,6]

Summary

Introduction

Enhancing patient experience and engagement may improve clinical outcomes.[1] Patient satisfaction often serves as a proxy for quality of medicine, with physicians evaluated and reimbursed based on patient satisfaction scores. In the field of dermatology, patient satisfaction plays a very important role since traditional markers of quality, such as mortality and hospital readmission rates, are not reasonable measures of patient care. Patient satisfaction scores are one of the most accessible markers insurance companies. Despite the growing research in patients’ perceptions of their visits, factors that enhance patient satisfaction remain unclear. Patient satisfaction is a proxy for healthcare quality, with physicians evaluated and reimbursed based on patient satisfaction scores. Despite the growing influence of patient satisfaction, factors that impact patient satisfaction in dermatology remain unclear

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Discussion

Conclusion