scholarly journals Demographics matter: the potentially disproportionate effect of COVID-19 on hospital ratings

2021 ◽  
Vol 33 (1) ◽  
Author(s):  
Ariel R Belasen ◽  
Marlon R Tracey ◽  
Alan T Belasen
Keyword(s):  
Quality Care ◽  
Healthcare Providers ◽  
Patient Experiences ◽  
Care Providers ◽  
Exogenous Shocks ◽  
The Usa ◽  
Hospital Consumer Assessment ◽  
Group A ◽  
Consumer Assessment ◽  
Hospital Compare

Abstract Objective To identify how features of the community in which a hospital serves differentially relate to its patients' experiences based on the quality of that hospital. Design A Finite Mixture Model (FMM) is used to uncover a mix of two latent groups of hospitals that differ in quality. In the FMM, a multinomial logistic equation relates hospital-level factors to the odds of being in either group. A multiple linear regression relates the characteristics of communities served by hospitals to the patients' expected ratings of their experiences at hospitals in each group. Thus, this association potentially varies with hospital quality. The analysis was conducted via Stata. Setting Hospital ratings are measured by Hospital Compare using the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey, a patient satisfaction survey required by the Centers for Medicare and Medicaid Services for hospitals in the USA. Participants 2,816 Medicare-certified acute care hospitals across all US states. Intervention None. Main Outcome Measure Differences in the marginal impacts of key community demographics on patient experiences between the two groups of hospitals. Results We provide evidence that low-rated hospitals have much more variability in patient experience ratings than high-rated ones. Moreover, the experiences at low-rated hospitals are more sensitive to county demographic factors, which means exogenous shocks, like coronavirus disease-2019 (COVID-19), will likely affect these hospitals differently, as such shocks are known to disproportionately affect their communities. Conclusions Our results imply that low-rated hospitals with more variability in their HCAHPS responses are more likely to face adverse patient experiences due to COVID-19 than high-rated hospitals. Pandemics like COVID-19 create conditions that intensify the already high demands placed on hospitals and care providers and make it even more challenging to deliver quality care.

scholarly journals An Approach to Exploring Associations between Hospital Structural Measures and Patient Satisfaction by Distance-based Analysis

2021 ◽  
Author(s):  
Masumi Okuda ◽  
Akira Yasuda ◽  
Shusaku Tsumoto
Keyword(s):  
Patient Satisfaction ◽  
Healthcare Providers ◽  
Care Quality ◽  
Global Evaluation ◽  
Inclusion Criteria ◽  
Hospital Size ◽  
Structural Measures ◽  
Hospital Consumer Assessment ◽  
Consumer Assessment ◽  
Hospital Compare

Abstract Background: Patient satisfaction studies have explored domains of patient satisfaction, the determinants of domains, and score differences of domains by patient/hospital structural measures but reports on the structure of patient satisfaction with respect to similarities among domains are scarce. This study is to explore by distance-based analysis whether similarities among patient-satisfaction domains are influenced by hospital structural measures, and to design a model evaluating relationships between the structure of patient satisfaction and hospital structural measures.Methods: The Hospital Consumer Assessment of Healthcare Providers and Systems 2012 survey scores and their structural measures from the Hospital Compare website reported adjusted percentages of scale for each hospital. Contingency tables of nine measures and their ratings were designed based on hospital structural measures, followed by three different distance-based analyses - clustering, correspondence analysis, and ordinal multidimensional scaling – for robustness to identify homogenous groups with respect to similarities.Results: Of 4,677 hospitals, 3,711 (79.3%) met the inclusion criteria and were analyzed. The measures were divided into three groups plus cleanliness. Certain combinations of these groups were shown to be dependent on hospital structural measures. High value ratings for communication and low value ratings for medication explanation, quietness and staff responsiveness were not influenced by hospital structural measures, but the varied-ratings domain group similarities, including items such as global evaluation and pain management, were affected by hospital structural measures.Conclusions: Distance-based analysis can reveal the hidden structure of patient satisfaction. This study suggests that hospital structural measures including hospital size, the ability to provide acute surgical treatment, and hospital interest in improving medical care quality are factors which may influence the structure of patient satisfaction.

Patient satisfaction with doctor and nurse communication varies with patient education level, age, gender, and primary language.

2014 ◽  
Vol 32 (30_suppl) ◽  
pp. 198-198
Author(s):  
Daniel Curtis McFarland ◽  
Randall F. Holcombe
Keyword(s):  
Patient Satisfaction ◽  
Demographic Data ◽  
Quality Care ◽  
Healthcare Providers ◽  
Census Bureau ◽  
American Hospital ◽  
The Usa ◽  
Perception Of Quality ◽  
English Speaking ◽  
Hospital Compare

198 Background: Hospital Consumer Assessments of Healthcare Providers and Systems (HCAHPS) surveys are used to enhance quality care. Non-random patient satisfaction variance is evident from HCAHPS scores which could be due to varying perception of quality care across demographically heterogeneous areas of the USA. Methods: HCAHPS, hospital bed, and county demographic data were obtained from the Hospital Compare, American Hospital Directory, and US Census Bureau websites, respectively. Multivariate regression modeling was performed for all ten dimensions of HCAHPS scores. Standardized partial regression coefficients were used to assess strengths of predictors (Table). Results: HCAHPS scores were obtained from 3,192 hospitals and demographic data collected from all 3,144 county or county equivalents. While most predictors were significant, ‘bachelor’s degree’ most strongly predicted for favorable satisfaction for MD communication and ‘white alone percent’ most strongly predicted favorable satisfaction for RN communication. Age (over 65), non-English speaking, female, average household size and high school education predicted worse satisfaction with both MD and RN communication. Conclusions: In conclusion, a communication quality gap exists for less educated, non-white, elderly, non-English speaking and female sections of the population. Research should focus on enhancing delivery of quality communication for these subpopulations. [Table: see text]

scholarly journals An Approach to Assessing Patient Satisfaction in HCAHPS Databases by Analyses Using Distances.

2020 ◽  
Author(s):  
Masumi Okuda ◽  
Akira Yasuda ◽  
Shusaku Tsumoto
Keyword(s):  
Patient Satisfaction ◽  
Healthcare Providers ◽  
Care Quality ◽  
Global Evaluation ◽  
Inclusion Criteria ◽  
Hospital Size ◽  
Hospital Consumer Assessment ◽  
Consumer Assessment ◽  
Hospital Compare ◽  
Hospital Characteristics

Abstract Background: Patient satisfaction studies have explored domains of patient satisfaction, the determinants of domains, and score differences of domains by patient/hospital characteristics but reports on the structure of patient satisfaction with respect to similarities among domains are scarce.Objective: To explore whether similarities among patient-satisfaction domains are influenced by hospital characteristics by analyses using distances, and to design a model evaluating relationships between the structure of patient satisfaction and hospital characteristics.Methods: Hospital Consumer Assessment of Healthcare Providers and Systems 2012 survey scores and their structural measures from the Hospital Compare website reported the adjusted percentages of scale for each hospital. Contingency tables of nine measures and their ratings were designed based on hospital characteristics, followed by three different analyses using distances - clustering, correspondence analysis and ordinal multidimensional scaling – for robustness to identify homogenous groups with respect to similarities.Results: Of 4,677 hospitals, 3,711 (79.3%) met the inclusion criteria and were analyzed. The measures were divided into three groups plus cleanliness. Certain combinations of these groups were shown to be dependent on hospital characteristics. High value ratings for communication and low value ratings for medication explanation, quietness and staff responsiveness were not influenced by hospital characteristics, but the varied-ratings domain group similarities, including items such as global evaluation and pain management, were affected by hospital characteristics.Conclusions: Analyses using distances can reveal the hidden structure of patient satisfaction. This study suggests that hospital characteristics including hospital size, the ability to provide acute surgical treatment, and hospital interest in improving medical care quality are factors which may influence the structure of patient satisfaction.

scholarly journals Video Recording Patient Visits to Improve Patient Satisfaction and Hospital Consumer Assessment of Healthcare Providers and Systems Scores

Neurosurgery ◽  
2019 ◽  
Vol 66 (Supplement_1) ◽  
Author(s):  
Malika Bhargava ◽  
Komal Naeem ◽  
Randall W Porter
Keyword(s):  
Patient Satisfaction ◽  
Quality Care ◽  
Video Recording ◽  
Healthcare Providers ◽  
Physician Satisfaction ◽  
Video Recordings ◽  
Hospital Consumer Assessment ◽  
History Of ◽  
Consumer Assessment ◽  
The Impact

Abstract INTRODUCTION A history of good physician-patient communication is critical to improving patient satisfaction with their physicians. This study sought to evaluate the impact of video recording healthcare visits on patient satisfaction using Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) scores. METHODS HCAHPS surveys are administered by hospitals through Press Ganey. This institute's HCAHPS results were collected and analyzed from June 2016 through February 2019. The results of these surveys were divided into 2 physician groups: video recording users and non-users. The resulting percentile rankings of top-box answers (“always”) of HCAHPS measures were compared. RESULTS A total of 3516 HCAHPS surveys were completed between June 2016 and February 2019 at this institute. Of these, 1860 were completed by patients in the video recording users' group and 1656 were completed by patients in the non-users' group. Video recording users' HCAHPS scores were notably higher than non-users' scores. Most importantly, video recordings group patients vs non-users group patients who answered “always” (top-box score) for “Communication with the Doctor” and “Doctor Explained” had percentiles ranks of 91st vs 60th and 91st vs 57th, respectively. Perceived “Physician Skill” was the only category in which both groups scored high: 92nd percentile for video recordings users vs 93rd for non-users. In addition, 96% (137/142) of the video recordings patients watched their videos 1 to 5 times, and many reported that they chose to share their video with family or friends. CONCLUSION Physicians who provided patients with video recorded visits achieved higher HCAHPS physician satisfaction scores than those who did not. Practices that seek to improve their HCAHPS scores, especially considering incentivized payments of quality care, should consider offering video recordings for patients and their families to help improve real or perceived communication.

scholarly journals Can patients reliably identify safe, high quality care?

2014 ◽  
Vol 3 (5) ◽  
pp. 150 ◽  
Author(s):  
Sarah E. Tevis ◽  
Ryan K. Schmocker ◽  
Gregory D. Kennedy
Keyword(s):  
Patient Satisfaction ◽  
Patient Outcomes ◽  
Quality Care ◽  
Healthcare Providers ◽  
Patient Specific ◽  
Process Of Care ◽  
Hospital Consumer Assessment ◽  
Safety Metrics ◽  
Consumer Assessment ◽  
Hcahps Survey

The Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey is a publicly reported tool that measures patient satisfaction. As both patients and Centers for Medicare & Medicaid Services (CMS) reimbursement rely on survey results as a metric of quality of care, we reviewed the current literature to determine if patient satisfaction correlates with quality, safety, or patient outcomes. We found varying associations between safety culture, process of care measure compliance, and patient outcomes with patient satisfaction on the HCAHPS survey. Some studies found inverse relationships between quality and safety metrics and patient satisfaction. The measure that most reliably correlated with high patient satisfaction was low readmission rate. Future studies using patient specific data are needed to better identify which factors most influence patient satisfaction and to determine if patient satisfaction is a marker of safer and better quality care. Furthermore, the HCAHPS survey should continue to undergo evaluations to assure it generates predictable results.

scholarly journals An approach to exploring associations between hospital structural measures and patient satisfaction by distance‐based analysis

2021 ◽  
Vol 21 (1) ◽  
Author(s):  
Masumi Okuda ◽  
Akira Yasuda ◽  
Shusaku Tsumoto
Keyword(s):  
Patient Satisfaction ◽  
Healthcare Providers ◽  
Care Quality ◽  
Global Evaluation ◽  
Inclusion Criteria ◽  
Hospital Size ◽  
Structural Measures ◽  
Hospital Consumer Assessment ◽  
Consumer Assessment ◽  
Hospital Compare

Abstract Background Patient satisfaction studies have explored domains of patient satisfaction, the determinants of domains, and score differences of domains by patient/hospital structural measures but reports on the structure of patient satisfaction with respect to similarities among domains are scarce. This study is to explore by distance-based analysis whether similarities among patient-satisfaction domains are influenced by hospital structural measures, and to design a model evaluating relationships between the structure of patient satisfaction and hospital structural measures. Methods The Hospital Consumer Assessment of Healthcare Providers and Systems 2012 survey scores and their structural measures from the Hospital Compare website reported adjusted percentages of scale for each hospital. Contingency tables of nine measures and their ratings were designed based on hospital structural measures, followed by three different distance-based analyses - clustering, correspondence analysis, and ordinal multidimensional scaling – for robustness to identify homogenous groups with respect to similarities. Results Of 4,677 hospitals, 3,711 (79.3%) met the inclusion criteria and were analyzed. The measures were divided into three groups plus cleanliness. Certain combinations of these groups were shown to be dependent on hospital structural measures. High value ratings for communication and low value ratings for medication explanation, quietness and staff responsiveness were not influenced by hospital structural measures, but the varied-ratings domain group similarities, including items such as global evaluation and pain management, were affected by hospital structural measures. Conclusions Distance-based analysis can reveal the hidden structure of patient satisfaction. This study suggests that hospital structural measures including hospital size, the ability to provide acute surgical treatment, and hospital interest in improving medical care quality are factors which may influence the structure of patient satisfaction.

scholarly journals An Approach to Assessing Patient Satisfaction in HCAHPS Databases by Analyses Using Distances.

2020 ◽  
Author(s):  
Masumi Okuda ◽  
Akira Yasuda ◽  
Shusaku Tsumoto
Keyword(s):  
Patient Satisfaction ◽  
Surgical Treatment ◽  
Healthcare Providers ◽  
Care Quality ◽  
Global Evaluation ◽  
Hospital Size ◽  
Hospital Consumer Assessment ◽  
Consumer Assessment ◽  
Hospital Compare ◽  
Hospital Characteristics

Abstract Background: Patient satisfaction studies have explored domains of patient satisfaction, the determinants of domains, and score differences of domains by patient/hospital characteristics but reports on the structure of patient satisfaction with respect to similarities among domains are scarce.Objective: To explore whether similarities among patient-satisfaction domains are influenced by hospital characteristics by analyses using distances, and to design a model evaluating relationships between the structure of patient satisfaction and hospital characteristics.Methods: Hospital Consumer Assessment of Healthcare Providers and Systems 2012 survey scores and their structural measures from the Hospital Compare website reported the adjusted percentages of scale for each hospital. Contingency tables of nine measures and their ratings were designed based on hospital characteristics, followed by clustering, correspondence analysis and ordinal multidimensional scaling. The measures were divided into three groups plus cleanliness.Results: Certain combinations of these groups were shown to be dependent on hospital characteristics. High value ratings for communication and low value ratings for medication explanation, quietness and staff responsiveness were not influenced by hospital characteristics, but the varied-ratings domain group similarities, including items such as global evaluation and pain management, were affected by hospital characteristics.Conclusions: Analyses using distances can reveal the hidden structure of patient satisfaction. This study suggests that hospital characteristics including hospital size, the ability to provide acute surgical treatment, and hospital interest in improving medical care quality are factors which may influence the structure of patient satisfaction.

Current Practices and Challenges of Medical Services on Health Care System of Mandalay General Hospital

2019 ◽  
Vol 31 (2) ◽  
pp. 131
Keyword(s):  
Health Care ◽  
General Hospital ◽  
Health Care Providers ◽  
Quality Care ◽  
Healthcare Providers ◽  
Medical Services ◽  
Tertiary Level ◽  
Care Providers ◽  
Level Hospital ◽  
Care System

In Myanmar, the main challenge to provide quality healthcare by Universal Health Care approach is documented as low health services coverage with substantial wealth-based inequality. To achieve the effective health care system, strong medical care system is essential. Understanding on challenges and needs in provision of medical services among patients and health care providers is critical to provide quality care with desirable outcomes. The aim of the study was to explore the patients’ and health care providers’ perceptions on the challenges in provision of medical services at the Mandalay General Hospital. This was a qualitative study conducted at the tertiary level hospital (Mandalay General Hospital). The data was collected by using focus group discussions and in-depth interviews with hospitalized patients or attendants, healthcare providers such as medical doctors, nurses, laboratory scientists and hospital administrators in March 2017. The qualitative data was analyzed using themes by themes matrix analysis. Most patients were satisfied with the care provided by the doctors because they believed that they received quality care. However, some patients complained about long waiting time for elective operation, congested conditions in the ward, burden for investigations outside the hospital for urgent needs and impolite manners of general workers. Healthcare providers reported that they had heavy workload due to limited human and financial resources in the hospital, poor compliances with hospital rules and regulation among patients and attendants, and inefficient referral practices from other health facilities. Other challenges experienced by healthcare providers were lack of ongoing training to improve knowledge and skills, limited health infrastructure and inadequate medicinal supplies. The findings highlighted the areas needed to be improved to provide quality health care at the tertiary level hospital. The challenges and problems encountered in this hospital can be improved by allocating adequate financial and human resources. The systematic referral system and hospital management guidelines are needed to reduce workload of health staff.

scholarly journals Translation, Cross-Cultural Adaptation, and Validation of the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) into the Malay Language

2019 ◽  
Vol 16 (11) ◽  
pp. 2054 ◽  
Author(s):  
Ahmad Badruridzwanullah Zun ◽  
Mohd Ismail Ibrahim ◽  
Ariffin Marzuki Mokhtar ◽  
Ahmad Sukari Halim ◽  
Wan Nor Arifin Wan Mansor
Keyword(s):  
Healthcare Providers ◽  
The United States ◽  
Patient Perceptions ◽  
Face Validity ◽  
System Quality ◽  
Validity Index ◽  
Hospital Consumer Assessment ◽  
Discharged Patients ◽  
Consumer Assessment ◽  
Face Validation

Background: Patient feedback is an important tool in assessing health system quality. The Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) was developed in 2006 as a standardized instrument to assess patient perceptions in the United States of America. This study aimed to translate and validate the HCAHPS questionnaire into the Malay language in order to assess patient perceptions of health services in Malaysia. Methods: The original HCAPHS in English was translated into Malay based on the established guideline. The content validation involved an expert panel of 10 members, including patients. The face validation pilot testing of the HCAHPS-Malay version was conducted among 10 discharged patients. The exploratory factor analysis (EFA) used principal axis factor, and varimax rotation was established based on a cross-sectional study conducted among 200 discharged patients from Hospital Universiti Sains Malaysia (Hospital USM). Results: The overall content validity index was 0.87, and the universal face validity index was 0.82. From the EFA, the factor loading value ranged from 0.652 to 0.961 within nine domains. The internal consistency reliability with Cronbach’s alpha was 0.844. Conclusion: The HCAHPS-Malay is a reliable and valid tool to determine patients’ perception of healthcare services among inpatients in Hospital USM based on the content and face validation result together with a good construct validity and excellent absolute reliability. Further testing on HCAHPS-Malay version in other settings in Malaysia needs to be done for cross-validation.

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