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“Parent satisfaction” in Pediatric Resident Continuity Clinic at Marshfield Clinic

“Parent satisfaction” in Pediatric Resident Continuity Clinic at Marshfield Clinic. Sushma Thappeta, MD Mentor : Divya-Devi Joshi, MD Technical Assistance : Doug Seubert. Background.

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“Parent satisfaction” in Pediatric Resident Continuity Clinic at Marshfield Clinic

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  1. “Parent satisfaction” in Pediatric Resident Continuity Clinic at Marshfield Clinic Sushma Thappeta, MD Mentor : Divya-Devi Joshi, MD Technical Assistance : Doug Seubert

  2. Background • The quality of health care services has been a matter of increasing importance to health authorities and patients alike • In pediatrics, parental satisfaction is a key quality indicator • However, scant research has been devoted to understand the factors that predict satisfaction

  3. Background • Many national and international surveys have looked at patient satisfaction in different sub-specialties and geographic areas • No data is offered about parental expectations of their pediatrician • Very few surveys included care provided by pediatric resident physicians

  4. Why did I do this? • What are physician qualities that are important to parents? • Do they see these qualities in the resident physician caring for their child? • Does a discrepancy influence parental choice in follow-up with the same resident physician? • Where can we improve? • What is the parent’s overall satisfaction? • What are our strengths and weaknesses? • How much service is enough to elicit high satisfaction?

  5. Steps in Process • Establish goals - what you want to learn? • Determine sample - who will you ask? • Choose methodology - how will you ask? • Create questionnaire - what will you ask? • Distribute questionnaire - ask the questions • Enter and analyze data - produce the reports

  6. Background Research • Literature search • Inpatient & Outpatient environment • International & U.S. • Mostly pediatric population

  7. Methods • Target Population : Parents at the resident continuity clinic at Marshfield Clinic • Method : Written questionnaire • Distribution : Medical assistant before the visit • Data collection : Completed questionnaire and returned to front desk

  8. Study Process • Over a 7 month period (December 2007 to June 2008), 550 surveys were handed out • 9 questions, presenting parents with a series of qualifiers they may or may not wish for in their ideal pediatrician • Grade the resident as to whether they received care with these same qualities or not, and whether they would visit this physician again • 307 surveys were completed (response rate of 56%) • Data was entered in a Excel spreadsheet

  9. Data Analysis

  10. Data Analysis

  11. Data Analysis

  12. Data Analysis

  13. Conclusion • Parents were highly satisfied with overall care • Need to analyze the data further • Basis for further improvement in the quality of care provided by the resident physicians • Further research: How to further improve the quality of care provided by resident physicians • Further application: Develop tools researching problem areas in other departments/facilities

  14. References • Children's and parents' visual perception of physicians. • Patients' preferences for resident physician dress style - Department of Medicine, University of California, Irvine 92717. • Preferences of parents for pediatric emergency physicians' attire - Department of Pediatrics, University of Cincinnati College of Medicine, Ohio, USA. • The white coat in pediatrics: link between medical history and preference for informally dressed physicians - Academisch Ziekenhuis, Beatrix Kinderliniek, afd. Infectieziekten, Groningen. • Banerjee AK. Does a doctor's dress-style matter? Med J Aust. 1988 Aug 1;149(3):168. • Furlow TW Jr. Clinical etiquette: a critical primer. JAMA. 1988 Nov 4;260(17):2558–2559. • Gjerdingen DK, Simpson DE, Titus SL. Patients' and physicians' attitudes regarding the physician's professional appearance. Arch Intern Med. 1987 Jul;147(7):1209–1212. • Colt HG, Solot JA. Attitudes of patients and physicians regarding physician dress and demeanor in the emergency department. Ann Emerg Med. 1989 Feb;18(2):145–151. • Doyle BJ, Ware JE Jr. Physician conduct and other factors that affect consumer satisfaction with medical care. J Med Educ. 1977 Oct;52(10):793–801. • Effect of physician dress style on patient-physician relationship

  15. References • Preferences for medical collaboration: patient–physician congruence and patient outcomes - University of California, Riverside, CA 92521-0426, USA. • Center for Primary Care, Prevention, and Clinical Partnerships, Agency for Healthcare Research and Quality, Rockville, MD, USA. • Fam Pract. 2004 Dec;21(6):630-5. Epub 2004 Nov 1. Department of General Practice, Guys Kings and St Thomas' School of Medicine, London University, London, UK. Budny, A. M., Rogers, L. C., Mandracchia, V. J., Lascher, S. (2006). • The Physician's Attire and Its Influence on Patient Confidence.. J. Am. Podiatr. Med. Asso • Resident physician attire: does it make a difference to our patients - Department of Obstetrics and Gynecology, Northeastern Ohio Universities College of Medicine, Aultman Health Foundation, Canton, Ohio 44710, USA. • Bishop F, Matthews F, Probert C, Billet J, Battcock T, Frisby S, et al. Patients' views on how to run hospital outpatient clinics. J R Soc Med 1991;84:522-3. • Bannerjee A. Does a doctor's dress style matter? Med J Aus 1988;149:168. • McCarthy, J. J., McCarthy, M. C., Eilert, R. E. (1999). Children's and Parents' Visual Perception of Physicians. • Douse, J, Derrett-Smith, E, Dheda, K, Dilworth, J P (2004). Should doctors wear white coats?. Postgrad. Med. • Stone DH. How to design a questionnaire. BMJ 1993;307:1264-6. • Dunn J, Lee T, Percelay J, Goldman L. Patient and house officer attitudes on physician attire and etiquette. JAMA 1987;257:65-8.

  16. References • Donabedian A. The quality of care. How can it be assessed? Jama. 1988;260:1743–1748. doi: 10.1001/jama.260.12.1743. [PubMed] • Cleary PD, Edgman-Levitan S. Health care quality. Incorporating consumer perspectives. Jama. 1997;278:1608–1612. doi: 10.1001/jama.278.19.1608. [PubMed] • Deyo RA, Inui TS. Dropouts and broken appointments. A literature review and agenda for future research. Med Care. 1980;18:1146–1157. [PubMed] • Williams B. Patient satisfaction: a valid concept? Soc Sci Med. 1994;38:509–516. doi: 10.1016/0277-9536(94)90247-X. [PubMed] • Ware, J. E., Jr.;Snyder, MK.;Wright, WR.; Davies, AR. Defining and measuring patient satisfaction with medical care. Eval Program Plann. 1983;6:247–263. doi: 10.1016/0149-7189(83)90005-8. [PubMed] • Asadi-Lari M, Tamburini M, Gray D. Patients' needs, satisfaction, and health related quality of life: Towards a comprehensive model. Health Qual Life Outcomes. 2004;2:32. doi: 10.1186/1477-7525-2-32. [PubMed] • Sitzia J, Wood N. Patient satisfaction: a review of issues and concepts. Soc Sci Med. 1997;45:1829–1843. doi: 10.1016/S0277-9536(97)00128-7. [PubMed] • Labarere J, Francois P, Auquier P, Robert C, Fourny M. Development of a French inpatient satisfaction questionnaire. Int J Qual Health Care. 2001;13:99–108. doi: 10.1093/intqhc/13.2.99. [PubMed] • Gasquet I, Falissard B, Ravaud P. Impact of reminders and method of questionnaire distribution on patient response to mail-back satisfaction survey. J Clin Epidemiol. 2001;54:1174–1180. doi: 10.1016/S0895-4356(01)00387-0. [PubMed] • Salomon L, Gasquet I, Mesbah M, Ravaud P. Construction of a scale measuring inpatients' opinion on quality of care. Int J Qual Health Care. 1999, 11.6.507. [PubMed].

  17. References • Kinnersley P, Stott N, Peters T, Harvey I, Hackett P. A comparison of methods for measuring patient satisfaction with consultations in primary care. Fam Pract. 1996;13:41–51. [PubMed] • Stump TE, Dexter PR, Tierney WM, Wolinsky FD. Measuring patient satisfaction with physicians among older and diseased adults in a primary care municipal outpatient setting. An examination of three instruments. Med Care. 1995;33:958–972. [PubMed] • Hjortdahl P, Laerum E. Continuity of care in general practice: effect on patient satisfaction. Bmj. 1992;304:1287–1290. [PubMed] • Hopton JL, Howie JG, Porter AM. The need for another look at the patient in general practice satisfaction surveys. Fam Pract. 1993;10:82–87. [PubMed] • Baker R. Development of a questionnaire to assess patients' satisfaction with consultations in general practice. Br J Gen Pract. 1990;40:487–490. [PubMed] • McKinley RK, Manku-Scott T, Hastings AM, French DP, Baker R. Reliability and validity of a new measure of patient satisfaction with out of hours primary medical care in the United Kingdom: development of a patient questionnaire. Bmj. 1997;314:193–198. [PubMed] • Grogan S, Conner M, Willits D, Norman P. Development of a questionnaire to measure patients' satisfaction with general practitioners' services. Br J Gen Pract. 1995;45:525–529. [PubMed] • Howie JG, Heaney DJ, Maxwell M, Walker JJ. A comparison of a Patient Enablement Instrument (PEI) against two established satisfaction scales as an outcome measure of primary care consultations. Fam Pract. 1998;15:165–171. doi: 10.1093/fampra/15.2.165. [PubMed] • Westaway MS, Rheeder P, Van Zyl DG, Seager JR. Interpersonal and organizational dimensions of patient satisfaction: the moderating effects of health status. Int J Qual Health Care. 2003;15:337–344. doi: 10.1093/intqhc/mzg042. [PubMed] • Cheng SH, Yang MC, Chiang TL. Patient satisfaction with and recommendation of a hospital: effects of interpersonal and technical aspects of hospital care. Int J Qual Health Care. 2003;15:345–355. doi: 10.1093/intqhc/mzg045. [PubMed].

  18. Questions / Comments

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