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Clinic Satisfaction Tool Improves Communication and Provides Real-Time Feedback.

Publication ,  Journal Article
Zakare-Fagbamila, RT; Howell, E; Choi, AY; Cheng, TZ; Clement, M; Neely, M; Gottfried, ON
Published in: Neurosurgery
April 1, 2019

BACKGROUND: Patient-reported assessments of the clinic experience are increasingly important for improving the delivery of care. The Clinician and Group Consumer Assessment of Healthcare Providers and Systems (CG-CAHPS) survey is the current standard for evaluating patients' clinic experience, but its format gives 2-mo delayed feedback on a small proportion of patients in clinic. Furthermore, it fails to give specific actionable results on individual encounters. OBJECTIVE: To develop and assess the impact of a single-page Clinic Satisfaction Tool (CST) to demonstrate real-time feedback, individualized responses, interpretable and actionable feedback, improved patient satisfaction and communication scores, increased physician buy-in, and overall feasibility. METHODS: We assessed CST use for 12 mo and compared patient-reported outcomes to the year prior. We assessed all clinic encounters for patient satisfaction, all physicians for CG-CAHPS global rating, and physician communication scores, and evaluated the physician experience 1 yr after implementation. RESULTS: During implementation, 14 690 patients were seen by 12 physicians, with a 96% overall CST utilization rate. Physicians considered the CST superior to CG-CAHPS in providing immediate feedback. CG-CAHPS global scores trended toward improvement and were predicted by CST satisfaction scores (P < .05). CG-CAHPS physician communication scores were also predicted by CST satisfaction scores (P < .01). High CST satisfaction scores were predicted by high utilization (P < .05). Negative feedback dropped significantly over the course of the study (P < .05). CONCLUSION: The CST is a low-cost, high-yield improvement to the current method of capturing the clinic experience, improves communication and satisfaction between physicians and patients, and provides real-time feedback to physicians.

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Published In

Neurosurgery

DOI

EISSN

1524-4040

Publication Date

April 1, 2019

Volume

84

Issue

4

Start / End Page

908 / 918

Location

United States

Related Subject Headings

  • Surveys and Questionnaires
  • Physician-Patient Relations
  • Patient Satisfaction
  • Neurology & Neurosurgery
  • Humans
  • Health Care Surveys
  • Feedback
  • Communication
  • 5202 Biological psychology
  • 3209 Neurosciences
 

Citation

APA
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ICMJE
MLA
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Zakare-Fagbamila, R. T., Howell, E., Choi, A. Y., Cheng, T. Z., Clement, M., Neely, M., & Gottfried, O. N. (2019). Clinic Satisfaction Tool Improves Communication and Provides Real-Time Feedback. Neurosurgery, 84(4), 908–918. https://doi.org/10.1093/neuros/nyy137
Zakare-Fagbamila, Rasheedat T., Elizabeth Howell, Ashley Y. Choi, Tracy Z. Cheng, Mary Clement, Megan Neely, and Oren N. Gottfried. “Clinic Satisfaction Tool Improves Communication and Provides Real-Time Feedback.Neurosurgery 84, no. 4 (April 1, 2019): 908–18. https://doi.org/10.1093/neuros/nyy137.
Zakare-Fagbamila RT, Howell E, Choi AY, Cheng TZ, Clement M, Neely M, et al. Clinic Satisfaction Tool Improves Communication and Provides Real-Time Feedback. Neurosurgery. 2019 Apr 1;84(4):908–18.
Zakare-Fagbamila, Rasheedat T., et al. “Clinic Satisfaction Tool Improves Communication and Provides Real-Time Feedback.Neurosurgery, vol. 84, no. 4, Apr. 2019, pp. 908–18. Pubmed, doi:10.1093/neuros/nyy137.
Zakare-Fagbamila RT, Howell E, Choi AY, Cheng TZ, Clement M, Neely M, Gottfried ON. Clinic Satisfaction Tool Improves Communication and Provides Real-Time Feedback. Neurosurgery. 2019 Apr 1;84(4):908–918.
Journal cover image

Published In

Neurosurgery

DOI

EISSN

1524-4040

Publication Date

April 1, 2019

Volume

84

Issue

4

Start / End Page

908 / 918

Location

United States

Related Subject Headings

  • Surveys and Questionnaires
  • Physician-Patient Relations
  • Patient Satisfaction
  • Neurology & Neurosurgery
  • Humans
  • Health Care Surveys
  • Feedback
  • Communication
  • 5202 Biological psychology
  • 3209 Neurosciences