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Effect of real-time survey in emergency department on patient satisfaction score

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Document pages: 6 pages

Abstract: Background as the results of patient satisfaction surveys help to identify Medicare and Medicaid service (CMS) reimbursement centers, patient satisfaction surveys become more and more important. However, these questionnaires have known sources of bias (self selection, respondents, attribution and no response). Objectively, we conducted a real-time (RT) survey in the hospital emergency room to evaluate the impact of RT patient satisfaction survey on doctors behavior, and assumed that the timing of patient satisfaction survey would significantly affect the results. Methods from December 2015 to may 2017, real-time patient satisfaction survey data were collected by stages. Hospital sponsorship (HS) survey was conducted after discharge from December 2015 to December 2016. Consequences for RT investigation, resient physicians were significantly more likely to write their names on the whiteboard () and sit down () with patients. Behavior modifications by attending physicians were not significant. Patient satisfaction measures did not improve significantly between periods for RT or HS surveys; however, RT survey responders were significantly more likely to recommend the ED to others. Conclusion. The timing of survey administration did significantly alter resident physician’s behavior; however, it had no effect on patient satisfaction scores. RT responders were significantly more likely to recommend the emergency department to others.

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