Published online Mar 24, 2020. doi: 10.5306/wjco.v11.i3.136
Peer-review started: August 1, 2019
First decision: December 25, 2019
Revised: February 6, 2020
Accepted: February 8, 2020
Article in press: February 8, 2020
Published online: March 24, 2020
Patient satisfaction and reported outcomes are becoming increasingly important in determining the efficacy of clinical care. To date no study has evaluated the patient experience in the orthopedic oncology outpatient setting to determine which factors of the encounter are priorities to the patient.
To evaluate what factors impact patient experience and report satisfaction in an outpatient orthopedic oncology clinic.
Press Ganey® patient surveys from a single outpatient orthopedic oncology clinic at a tertiary care setting were prospectively collected per routine medical care. All orthopedic oncology patients who were seen in clinic and received electronic survey were included. All survey responses were submitted within one month of clinic appointment. IRB approval was obtained to retrospectively collect survey responses from 2015 to 2016. Basic demographic data along with survey category responses were collected and statistically analyzed.
One hundred sixty-two patient surveys were collected. Average patient age was 54.4 years (SD = 16.2 years) and were comprised of 51.2% female and 48.4% male. 64.2% of patients were from in-state. Out of state residents were more likely to recommend both the practice and attending physician. The likelihood to recommend attending physician was positively associated with MD friendliness/courtesy (OR = 14.4, 95%CI: 2.5-84.3), MD confidence (OR = 48.2, 95%CI: 6.2-376.5), MD instructions follow-up care (OR = 2.5, 95%CI: 0.4-17.4), and sensitivity to needs (OR = 16.1, 95%CI: 1-262.5). Clinic operations performed well in the categories of courtesy of staff (76%) and cleanliness (75%) and less well in ease of getting on the phone (49%), information about delays (36%), and wait time (37%).
Orthopedic specialties can utilize information from this study to improve care from the patient perspective. Future studies may be directed at how to improve these areas of care which are most valued by the patient.
Core tip: Patient satisfaction and reported outcomes play a vital role in determining the efficacy of clinical care in both inpatient and outpatient settings. This study addressed factors of the outpatient orthopedic oncology clinic that were found to be important to the patient. Provider friendliness, confidence, and sensitivity to needs, as perceived from the patient, were all associated with increased likelihood of the patient to recommend the attending physician to others. The findings from this study can guide various outpatient oncology clinics on how to research and improve patient satisfaction and reported outcomes.