Comments on: Patient SatisFICTION? http://www.epmonthly.com/whitecoat/2009/11/patient-satisfiction/ A blog from inside the emergency department Fri, 10 Sep 2010 18:44:09 +0000 http://wordpress.org/?v=2.9.2 hourly 1 By: Soronel Haetir http://www.epmonthly.com/whitecoat/2009/11/patient-satisfiction/#comment-15227 Soronel Haetir Sun, 29 Nov 2009 01:15:07 +0000 http://www.epmonthly.com/whitecoat/?p=3654#comment-15227 Matt, I would say that it depends greatly on survey design. Self-selecting surveys are unlikely to get useful results other than something fun to talk about. Total population (or at least very high response rates per the 95% mentioned above about admin) or properly designed partial population surveys may very well provide useful data for decision making. Matt,

I would say that it depends greatly on survey design. Self-selecting surveys are unlikely to get useful results other than something fun to talk about.

Total population (or at least very high response rates per the 95% mentioned above about admin) or properly designed partial population surveys may very well provide useful data for decision making.

]]> By: Anonymous http://www.epmonthly.com/whitecoat/2009/11/patient-satisfiction/#comment-15115 Anonymous Tue, 24 Nov 2009 17:37:13 +0000 http://www.epmonthly.com/whitecoat/?p=3654#comment-15115 Post reads heavily like a doctor bitching and moaning about getting bad feedback. Either get over it and move on or don't leave a dissertation of overglorified finger pointing. Post reads heavily like a doctor bitching and moaning about getting bad feedback. Either get over it and move on or don’t leave a dissertation of overglorified finger pointing.

]]> By: Matt http://www.epmonthly.com/whitecoat/2009/11/patient-satisfiction/#comment-15066 Matt Mon, 23 Nov 2009 02:02:41 +0000 http://www.epmonthly.com/whitecoat/?p=3654#comment-15066 Interesting to see WC question the usefulness of surveys in this arena, when he relies so heavily on them in other arenas. I agree with his skepticism toward them, it just should be applied across the board. Interesting to see WC question the usefulness of surveys in this arena, when he relies so heavily on them in other arenas. I agree with his skepticism toward them, it just should be applied across the board.

]]> By: whitecap nurse http://www.epmonthly.com/whitecoat/2009/11/patient-satisfiction/#comment-15051 whitecap nurse Sun, 22 Nov 2009 07:51:19 +0000 http://www.epmonthly.com/whitecoat/?p=3654#comment-15051 To clarify, admitted pts. are surveyed but their surveys are not included in the ER data. So, the sickest people (who often get speedier treatment) don't contribute to our ER scores. To clarify, admitted pts. are surveyed but their surveys are not included in the ER data. So, the sickest people (who often get speedier treatment) don’t contribute to our ER scores.

]]> By: Tisdone http://www.epmonthly.com/whitecoat/2009/11/patient-satisfiction/#comment-15048 Tisdone Sat, 21 Nov 2009 18:50:15 +0000 http://www.epmonthly.com/whitecoat/?p=3654#comment-15048 Humorous to me: the Google ads displayed by the site during my survey entry: www.pressganey.com Humorous to me: the Google ads displayed by the site during my survey entry: http://www.pressganey.com

]]> By: Tweets that mention Patient SatisFICTION? | WhiteCoat's Call Room -- Topsy.com http://www.epmonthly.com/whitecoat/2009/11/patient-satisfiction/#comment-15044 Tweets that mention Patient SatisFICTION? | WhiteCoat's Call Room -- Topsy.com Sat, 21 Nov 2009 14:39:31 +0000 http://www.epmonthly.com/whitecoat/?p=3654#comment-15044 [...] This post was mentioned on Twitter by timlawler and Sarah Glenn, DoctorsRheum. DoctorsRheum said: Take a survey about surveys http://bit.ly/mBFV7 [...] [...] This post was mentioned on Twitter by timlawler and Sarah Glenn, DoctorsRheum. DoctorsRheum said: Take a survey about surveys http://bit.ly/mBFV7 [...]

]]> By: Mama On A Budget http://www.epmonthly.com/whitecoat/2009/11/patient-satisfiction/#comment-15040 Mama On A Budget Sat, 21 Nov 2009 07:28:21 +0000 http://www.epmonthly.com/whitecoat/?p=3654#comment-15040 I received a PG survey after the birth of each of my kids. My second I was only there about 15 hours, but my first I was there for 3 days. So admitted patients get them, too. I never did receive one for my mom (I was her POA) when she was admitted with a stroke and then again with emergency abdominal surgery... nor any other time when she was readmitted for a few days/weeks at a time until her death 6 months later. So maybe only the not-really-sick-just-having-a-baby admitted patients get them? I received a PG survey after the birth of each of my kids. My second I was only there about 15 hours, but my first I was there for 3 days. So admitted patients get them, too.

I never did receive one for my mom (I was her POA) when she was admitted with a stroke and then again with emergency abdominal surgery… nor any other time when she was readmitted for a few days/weeks at a time until her death 6 months later.

So maybe only the not-really-sick-just-having-a-baby admitted patients get them?

]]> By: pelican http://www.epmonthly.com/whitecoat/2009/11/patient-satisfiction/#comment-15039 pelican Sat, 21 Nov 2009 06:33:35 +0000 http://www.epmonthly.com/whitecoat/?p=3654#comment-15039 Yeah, those PG surveys are ridiculous. I have pointed out the statistical reasons behind their worthlessness to our team ... everyone gets it, so no one sweats it. Fortunately, the hospital didn't really care about PG. They do care about complaints directly to "customer relations" though, as well as any letters-threatening-lawyers. Yeah, those PG surveys are ridiculous. I have pointed out the statistical reasons behind their worthlessness to our team … everyone gets it, so no one sweats it. Fortunately, the hospital didn’t really care about PG.

They do care about complaints directly to “customer relations” though, as well as any letters-threatening-lawyers.

]]> By: Doctor D http://www.epmonthly.com/whitecoat/2009/11/patient-satisfiction/#comment-15036 Doctor D Sat, 21 Nov 2009 04:28:42 +0000 http://www.epmonthly.com/whitecoat/?p=3654#comment-15036 When only a tiny number of people answer surveys it can really screw you up. My hospital does almost no qualitative review of care. All they know is those surveys. The one we use is pretty weak. It asks was your physician "satisfactory." If "yes" it counts as neutral. If "no" patient is encouraged to elaborate. If patient voluntarily elaborates on how great doc was that counts as positive feedback. It seems skewed to pick up negative feedback. I've only had one negative and on that one I know I did perfect care, but the patient had to wait several hours with a broken bone. Sorry but the ER was full. I've never changed care due to feedback issues, but I admit I've always got it in the back of my mind since they've been known to let ER docs go who had too many negatives. When only a tiny number of people answer surveys it can really screw you up. My hospital does almost no qualitative review of care. All they know is those surveys.

The one we use is pretty weak. It asks was your physician “satisfactory.” If “yes” it counts as neutral. If “no” patient is encouraged to elaborate. If patient voluntarily elaborates on how great doc was that counts as positive feedback.

It seems skewed to pick up negative feedback. I’ve only had one negative and on that one I know I did perfect care, but the patient had to wait several hours with a broken bone. Sorry but the ER was full.

I’ve never changed care due to feedback issues, but I admit I’ve always got it in the back of my mind since they’ve been known to let ER docs go who had too many negatives.

]]> By: WWWebb http://www.epmonthly.com/whitecoat/2009/11/patient-satisfiction/#comment-15032 WWWebb Fri, 20 Nov 2009 22:25:18 +0000 http://www.epmonthly.com/whitecoat/?p=3654#comment-15032 I don't usually respond to surveys unless the surveying company is willing to pay for my time to complete it (I work in IT, and sometimes they DO pay, and rather well.) Why should I give companies free marketing data? The exceptions, medically speaking, are if I'm at either end of the bell curve: either highly satisfied with a provider or facility, or highly dissatisfied with a provider or facility. And usually, if I get excellent service "above and beyond the call of duty", I take the time to find out who that person's boss is and write them a letter. Good service is so difficult to find these days that I firmly believe it should be rewarded and brought to the attention of those higher up in the food chain. I've also seen too many tech companies fire the wrong people when going through rounds of RIFs. I don’t usually respond to surveys unless the surveying company is willing to pay for my time to complete it (I work in IT, and sometimes they DO pay, and rather well.)

Why should I give companies free marketing data?

The exceptions, medically speaking, are if I’m at either end of the bell curve: either highly satisfied with a provider or facility, or highly dissatisfied with a provider or facility.

And usually, if I get excellent service “above and beyond the call of duty”, I take the time to find out who that person’s boss is and write them a letter.

Good service is so difficult to find these days that I firmly believe it should be rewarded and brought to the attention of those higher up in the food chain.

I’ve also seen too many tech companies fire the wrong people when going through rounds of RIFs.

]]>