Wednesday, September 26, 2018 7:35 AM–9:00 AM ePosters: P69. Association between nonmodifiable demographic factors and Press Ganey satisfaction scores in spine surgery clinics

Abstract

BACKGROUND CONTEXT Patient satisfaction is an important metric in value-based care systems. The Press Ganey Associates survey is the most widely used instrument for measuring patient satisfaction. Understanding the factors that influence these surveys may help to better utilize survey results and direct interventions to increase patient satisfaction. PURPOSE To determine if nonmodifiable demographic factors influence spine patient satisfaction scores on the Press Ganey CG-CAHPS survey. STUDY DESIGN/SETTING Retrospective review of satisfaction surveys. PATIENT SAMPLE A total of 1,400 spine surgery ambulatory clinic patients in one tertiary care network. OUTCOME MEASURES Press Ganey CG-CAHPS satisfaction surveys. METHODS Press Ganey CG-CAHPS surveys administered to ambulatory spine surgery clinic patients within a large tertiary care network from 05/2016 to 09/2017 were retrospectively reviewed. Mean comparison testing was performed to measure associations between patient demographics and survey responses to “overall provider rating” and “recommend this provider office” questions. Mean difference to achieve significance was set at α RESULTS A total of 1,400 survey responses from the offices of 11 orthopedic spine surgeons were included. Patients aged 18-34 had significantly lower responses to the “overall doctor rating” question than older patients (p CONCLUSIONS This study demonstrates that independent, nonmodifiable factors such as age, education level, survey mode, and insurance type influence satisfaction. It also suggests that patients may be more satisfied when they align with the gender and ethnicity of the provider.