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ORIGINAL ARTICLE Patient Satisfaction as a Possible Indicator of Quality Surgical Care Heather Lyu, BA; Elizabeth C. Wick, MD; Michael Housman, PhD; Julie Ann Freischlag, MD; Martin A. Makary, MD, MPH Importance: In 2010, national payers announced they Results: Patient satisfaction was not associated with per- would begin using patient satisfaction scores to adjust formance on process measures (antibiotic prophylaxis, reimbursements for surgical care. R=0.216 [P=.24]; appropriate hair removal, R=0.012 [P=.95]; Foley catheter removal, R=0.089 [P=.63]; deep Objective: To determine whether patient satisfaction vein thrombosis prophylaxis, R=0.101 [P=.59]). In ad- is independent from surgical process measures and hos- dition, patient satisfaction was not associated with a hos- pital safety. pital’s overall safety culture score (R=0.295 [P=.11]). We found no association between patient satisfaction and the Design: We compared the performance of hospitals that individual culture domains of job satisfaction (R=0.327 participated in the Patient Satisfaction Survey, the Cen- [P=.07]), working conditions (R=0.191 [P=.30]), or per- ters for Medicare & Medicaid Services Surgical Care Im- ceptions of management (R=0.223 [P=.23]); however, provement Program, and the employee Safety Attitudes patient satisfaction was associated with the individual cul- Questionnaire. ture domains of employee teamwork climate (R=0.439 [P=.01]), safety climate (R=0.395 [P=.03]), and
JAMA Surgery – American Medical Association
Published: Apr 1, 2013
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