Is There a Relationship Between Patient Satisfaction and Favorable Outcomes?
Is There a Relationship Between Patient Satisfaction and Favorable Outcomes?
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DOI：
10.1097/sla.0000000000000932
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发表时间：
2014-10-01
影响因子：
9
通讯作者：
Kent, K. Craig
中科院分区：
文献类型：
--
作者：
Kennedy, Gregory D.;Tevis, Sarah E.;Kent, K. Craig
目的：患者对医疗保健体验的满意度已成为医疗保险和医疗补助服务中心的首要任务。随着资源和努力，针对患者的满意度，我们评估是否高患者满意度测量HCAHPS（医院消费者评估的医疗保健提供者和系统）调查与有利outcomes.Methods：医疗中心确定从大学健康系统联盟数据库，从2011年至2012年。变量包括医院特征、过程测量依从性和手术结果。卡方分析被用来评估与高患者满意度（定义为医院得分高于第50百分位数的顶盒scores.Results：我们确定了171家医院的完整数据。以下变量与患者总体满意度高显著相关：大医院、高手术量和低死亡率（P < 0.001）。对流程措施和患者安全指标的遵守以及住院时间与总体满意度无关。未发现并发症（P = 0.491）或再入院率增加（P = 0.056）影响患者满意度。低死亡率指数一直被发现与高满意度在9个10 HCAHPS domains.Conclusions：我们发现，医院规模，手术量，低死亡率与高的整体患者满意度。然而，除了低死亡率外，良好的手术结局与高HCAHPS评分并不一致。通过现有的满意度调查，我们得出结论，手术结果以外的因素似乎会影响患者对他们护理的看法。
Objective: Patient satisfaction with the health care experience has become a top priority for Centers for Medicare and Medicaid Services. With resources and efforts directed at patient satisfaction, we evaluated whether high patient satisfaction measured by HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems) surveys correlates with favorable outcomes.Methods: Medical centers were identified from the University Health-System Consortium database from 2011 to 2012. Variables included hospital characteristics, process measure compliance, and surgical outcomes. Chi-squared analysis was used to evaluate for variables associated with high patient satisfaction (defined as hospitals that scored above the 50th percentile of top box scores).Results: We identified 171 hospitals with complete data. The following variables were significantly associated with high overall patient satisfaction: large hospitals, high surgical volume, and low mortality (P < 0.001). Compliance with process measures and patient safety indicators, as well as length of stay, did not correlate with overall satisfaction. The presence of complications (P = 0.491) or increased rate of readmission (P = 0.056) were not found to affect patient satisfaction. Low mortality index was consistently found to be associated with high satisfaction across 9 of 10 HCAHPS domains.Conclusions: We found that hospital size, surgical volume, and low mortality were associated with high overall patient satisfaction. However, with the exception of low mortality, favorable surgical outcomes were not consistently associated with high HCAHPS scores. With existing satisfaction surveys, we conclude that factors outside of surgical outcomes appear to influence patients' perceptions of their care.