“Hospitals’
relative standing [in HCAHPS scores] with respect to doctor communication, nurse
communication, and pain
control outcomes vary the most across patient subgroups (e.g.,1.8-2.8
hospital-level standard deviations for excellent
vs.
poor
health;
1.5-2.2 for American
Indians/Alaska Natives vs. non-Hispanic White; 0.7-0.9 for third
language vs. English,
and for Asian vs. non-Hispanic White).”
Med Care Res Rev 2010 67: 56 originally published online 15 July 2009
Marc N. Elliott, William G. Lehrman, Elizabeth Goldstein, Katrin Hambarsoomian,
Megan K. Beckett and Laura A. Giordano
"Patient satisfaction
ReplyDeleteSatisfaction is a measure of outcome most commonly used in marketing research. It most accurately measures the relation between the experience and the expectation.
In that regard, patient satisfaction can be directed to either the outcome of care (ie, satisfaction with outcome of surgery) or the process of care (ie, satisfaction with the surgical experience) that should be explicitly specified. Wright [3] points out four main problems with using satisfaction as a valid measure of outcome: it is not clear what ‘‘satisfaction with treatment’’ means to patients, patients may mean different things when they rate satisfaction, not all patients may form expectations before treatment, and finally, multiple factors other than outcome of treatment may affect
patients’ satisfaction ratings."
Commentary: Patient satisfaction in spinal surgery: should we be addressing customer service or health improvement?
The Spine Journal, Volume 13, Issue 5, May 2013, Pages 507-509
S. Samuel Bederman
According to Phil Loos, formerly NHMC, PG is well aware of the research and has been encouraging CMS to adjust for these factors for some time. They finally listened re: Chinese patients and will be adjusting for that patient population in the near future.
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