Emergency department patient experience: Same location, same provider, different scores by different survey methods

doi:10.5847/wjem.j.1920-8642.2019.03.002

Abstract

Abstract:

BACKGROUND: Recent findings on emergency department (ED) patient experience surveys and concerns for the low response rates challenge the quality and reliability of the survey reports. We assessed the consistency of an ED patient experience survey report and identified the effects of patient demographics on ED patient experiences.
METHODS: We conducted a prospective, cross-sectional study at a university-based ED from July to December 2017. We obtained ED patient experience scores from an institutional version (IS) survey and the Press Ganey Associates-distributed survey (PGA). We compared top box scores from the two reports using frequency analysis and performed multivariable logistic regressions to identify associations between IS patient demographics and scores.
RESULTS: We obtained 289 PGA and 234 IS responses. The IS reported significant, higher top box scores in doctor-specific patient questions compared to PGA (all four P-values < 0.01). Female, Christian and White patients were more likely to give top box scores (OR 3.07, OR 2.22 and OR 2.41, P-value < 0.05, respectively).
CONCLUSION: We found significant differences in ED patient experience scores between the IS and PGA surveys. We recommend that healthcare providers consider patient demographic variables when interpreting ED experience score reports. Multiple survey techniques and distribution methods may be adopted to best capture ED patient experiences.

Key words: Patient experience, Emergency department, Patient satisfaction, Press Ganey, Survey methodology

Wirachin Hoonpongsimanont, Preet Kaur Sahota, Yanjun Chen, Maria Nguyen, Christine Louis, Jonathan Pena, Andrew Wong, Maxwell Jen. Emergency department patient experience: Same location, same provider, different scores by different survey methods[J]. World Journal of Emergency Medicine, 2019, 10(3): 138-144.

Figures/Tables 4

Table 1

Table 2

Table 3

Table 4

Associations between institutional survey demographic variables and the probability of satisfaction top box scores

Survey variables	Patient variables	Comparison	OR	95% CI		P-value
Courtesy of the doctor	Age		1.01	0.98	1.03	0.63
	Gender	Female vs. male	3.07	1.03	9.13	0.04
	Race	White vs. others	1.33	0.43	4.06	0.62
	Employment status	Employed vs. unemployed	1.38	0.49	3.90	0.55
	Religious preference	Christian vs. others/unknown	0.63	0.21	1.92	0.42
Degree to which the doctor took the time to listen to you	Age		0.98	0.96	1.00	0.10
	Gender	Female vs. male	1.33	0.54	3.27	0.53
	Race	White vs. others	1.47	0.55	3.90	0.44
	Employment status	Employed vs. unemployed	1.01	0.39	2.61	0.99
	Religious preference	Christian vs. others/unknown	0.77	0.29	2.03	0.60
Doctors concern to keep you informed about your treatment	Age		1.01	0.99	1.03	0.48
	Gender	Female vs. male	1.08	0.52	2.22	0.84
	Race	White vs. others	1.23	0.54	2.79	0.62
	Employment status	Employed vs. unemployed	1.69	0.79	3.60	0.18
	Religious preference	Christian vs. others/unknown	1.21	0.58	2.55	0.61
Doctors concern for your comfort while treating you	Age		1.00	0.98	1.02	0.96
	Gender	Female vs. male	1.29	0.65	2.58	0.46
	Race	White vs. others	1.15	0.52	2.51	0.73
	Employment status	Employed vs. unemployed	0.93	0.46	1.89	0.85
	Religious preference	Christian vs. others/unknown	1.26	0.62	2.56	0.52
How well pain was controlled	Age		1.00	0.98	1.02	0.95
	Gender	Female vs. male	1.07	0.58	1.97	0.83
	Race	White vs. others	1.50	0.77	2.94	0.24
	Employment status	Employed vs. unemployed	1.48	0.79	2.77	0.23
	Religious preference	Christian vs. others/unknown	1.06	0.57	1.99	0.84
Overall rating ER care	Age		1.01	0.99	1.02	0.43
	Gender	Female vs. male	0.87	0.47	1.61	0.66
	Race	White vs. others	2.41	1.24	4.70	0.01
	Employment status	Employed vs. unemployed	1.24	0.66	2.34	0.51
	Religious preference	Christian vs. others/unknown	2.22	1.20	4.12	0.01
Likelihood of recommending	Age		1.00	0.98	1.02	0.70
	Gender	Female vs. male	0.89	0.44	1.80	0.74
	Race	White vs. others	1.74	0.81	3.73	0.15
	Employment status	Employed vs. unemployed	1.08	0.52	2.24	0.83
	Religious preference	Christian vs. others/Unknown	2.57	1.26	5.24	0.01

Table 4

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Variables	Results
Patient age (year)	46.04±19.00
Patient homelessness status
No	232 (99.15)
Yes	2 (0.85)
Patient gender
Female	125 (53.42)
Male	109 (46.58)
Patient race
White	178 (76.07)
Asian	27 (11.54)
Black	6 (2.56)
Pacific/Hawaiian	1 (0.43)
Other	22 (9.4)
Patient employment status
Employed	105 (45.06)
Unemployed	128 (54.94)
Patient religious preference
Christian	147 (62.82)
Other/unknown	87 (37.18)

Variables	IS			PG
Variables	N	Mean	SD	N	Mean	SD
Overall average	234	94.11	8.07	279	85.0	22.3
Courtesy of the doctor	234	98.12	7.17	277	87.9	20.1
Degree to which the doctor took the time to listen to you	234	97.78	7.31	276	86.1	22.6
Doctors concern to keep you informed about your treatment	234	95.13	13.18	275	83.5	25.3
Doctors concern for your comfort while treating you	234	94.96	12.58	273	82.1	26.6
How well pain was controlled	202	86.58	21.13	262	74.0	30.5
Overall rating ER care	234	91.24	14.04	289	80.4	27.2
Likelihood of recommending	230	93.77	14.09	271	77.6	31.1

Variables	IS			PG			P-value
Variables	N total	Very good*	% very good	N total	Very good	% very good	P-value
Overall average	936	821	87.71	1,101	682	61.90	<0.01
Courtesy of the doctor	234	217	92.74	277	180	65.00	<0.01
Degree to which the doctor took the time to listen to you	234	212	90.60	276	176	63.80	<0.01
Doctors concern to keep you informed about your treatment	234	198	84.62	275	167	60.70	<0.01
Doctors concern for your comfort while treating you	234	194	82.91	273	158	57.90	<0.01
How well pain was controlled	248	139	55.94	262	116	44.30	0.075
Overall rating ER care	279	174	62.39	289	156	54.00	0.25
Likelihood of recommending	230	190	82.61	271	149	55.00	<0.01

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