Patient Satisfaction With Medical Practices Levels Off

SOUTH BEND, Ind., Nov. 17, 2010 /PRNewswire/ — After two consecutive years of
significant gains, patient satisfaction with medical practices leveled off in
2009, according to a new report by Press Ganey.

The 2010Medical Practice Pulse Report: Patient Perspectives on American Health
Care provides feedback based on the experiences of 2.7 million patients treated
at more than 11,000 locations across the nation in 2009.

“One of the challenges facing medical practices in the coming years is the need
to improve patient perception of care as the likelihood of public reporting and
pay-for-performance emerge,” said Lisa Cone-Swartz, vice president of
satisfaction products at Press Ganey. “Actions like being more sensitive to
patients, decreasing wait times and accessibility significantly contribute to
patient satisfaction with medical practice services.”

The report found that patients who spend less time waiting to see their provider
are more satisfied with their office visit than patients who have longer wait
times. While most patients expect some amount of wait time when they arrive, it
is critical that patients perceive that the staff recognizes their time is
valuable as they move through their visit. According to the report, one of the
best ways for medical practices to decide where to focus patient satisfaction
improvement efforts is to examine the Medical Practice Priority Index. The
report found patients’ top priorities were:

1. Sensitivity of caregivers to patient needs.
2. Overall cheerfulness of the practice.
3. Overall rating of care.
4. Comfort of exam rooms.
5. Time spent waiting in the exam room.

To address these priorities, Press Ganey recommends the following improvement
strategies for medical practices:

— Dedicate “on stage” and “off stage” areas for staff. Leader rounding and
regular service audits can help ensure staff act in a professional
manner while “on stage” with patients.
— Respect patients’ time. When unanticipated waits occur, keeping the
patient informed can mitigate the patient’s dissatisfaction with the
wait.
— Noting non-clinical patient information in the patient’s file, such as
hobbies, interests and family stories discussed during the visit can
help build a relationship and may improve the patient experience.
Electronic health records have a dedicated space to record social
information.
— Consider having physicians begin each patient meeting with a question to
the patient about what the patient wants to accomplish during the visit.
If physicians can get patients to ask questions and voice concerns
during the visit and address their feedback, it could result in fewer
follow-up phone calls from the patient to office staff.

Other interesting points revealed by the report include patient perceptions
related to waiting in the exam room and waiting room, as well as patient
satisfaction with different aspects of interaction with medical practices and
patient satisfaction by specialty. Key points from the report are listed below:

— Patients kept waiting for more than 10 minutes in the exam room report
an 8.8 point drop in satisfaction (100-point scale) compared to those
patients who waited 0-5 minutes.
— Patients kept waiting for more than 10 minutes in the waiting room
report an 8.1 point drop in satisfaction (100-point scale) compared to
those patients who waited 0-5 minutes.
— On average, patients waited 30 minutes to see their neurosurgeon, while
optometry patients had the lowest average amount of wait time at 17
minutes.
— Oncology practices have the highest level of overall patient
satisfaction, followed by cardiovascular practices, cardiology practices
and plastic surgery practices.
— Among provider types, therapists have the highest patient satisfaction
and the lowest average wait time. Nurse practitioners rank second in
highest patient satisfaction and have the second-lowest average wait
time, tied with physician assistants.
— Residents have the lowest patient satisfaction, coupled with the highest
average wait time (26 minutes).

Patient satisfaction with medical practices may have even more significance with
value-based purchasing (VBP) under Medicare. Although the Centers for Medicare
and Medicaid Services (CMS) has until 2017 to implement a full VBP program for
doctors, the transition will begin in 2011.

Press Ganey expects that a Clinician and Group CAHPS instrument (CGCAHPS) may be
piloted by CMS by late 2011 to prepare for official data collection in 2012 and
publication in PhysicianCompare.gov in 2013.

Press Ganey is encouraging medical groups to implement CGCAHPS in 2011.

The 2010Medical PracticePulse Report: Patient Perspectives on American Health
Careis available
at:http://www.pressganey.com/Documents_secure/Pulse%20Reports/MPPulseReport_11-2010.pdf

Press Ganey Associates, Inc.

Recognized as a leader in performance improvement for 25 years, Press Ganey
partners with more than 10,000 health care organizations to create and sustain
high performing organizations, and, ultimately, improve the overall health care
experience. The company offers a comprehensive portfolio of solutions to help
clients operate efficiently, improve quality, increase market share and optimize
reimbursement. Press Ganey works with clients from across the continuum of care
- hospitals, medical practices, home health agencies and other providers -
including 50% of all U.S. hospitals. For more information, visit
www.pressganey.com.

SOURCE Press Ganey Associates, Inc.