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Review
. 2015;49(1):221-33.
doi: 10.1016/j.yasu.2015.03.006.

Is There a Relationship Between Patient Satisfaction and Favorable Surgical Outcomes?

Sarah E Tevis  1 , Gregory D Kennedy  1 , K Craig Kent  2
Affiliations
Review

Is There a Relationship Between Patient Satisfaction and Favorable Surgical Outcomes?

Sarah E Tevis et al. Adv Surg. 2015.

Abstract

Satisfaction of patients with their health care is gaining importance as a measure of hospital quality due to public reporting of these values and an increasing connection between hospital reimbursement and scores on the current tool to measure satisfaction, the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey. We found that high hospital and surgical volume and low rates of risk-adjusted mortality are associated with high patient satisfaction. However, other favorable patient outcomes are not consistently associated with positive satisfaction scores on HCAHPS. Contributors to patients' perceptions of their care are likely multifactorial and not related just to outcomes traditionally assessed by surgeons or hospitals. Moving in a direction of patient centered care, with a focus on increased understanding and involvement of patients in the care process, will likely strengthen the relationship between surgical outcomes and patient satisfaction.

Keywords: HCAHPS; Outcomes; Patient satisfaction.

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Conflict of interest statement

The authors have no conflicts of interest to declare.

Figures

Figure 1
Figure 1
Sequence for the development and implementation of the HCAHPS survey. (From Tevis ST, Schmocker RK, Kennedy GD. Can patients reliably identify safe, high quality care? Hosp Admin, 2014 (3) 5; 150-160.)
Figure 2
Figure 2
Overall Satisfaction HCAHPS domains. “Top box” responses are outlined in blue, while “bottom box” responses are outlined in red. From www.hcahpsonline.org/files/HCAHPSV9.0AppendixA-MailSurveyMaterials(English)March2014.pdf.
Figure 3
Figure 3. Predictors of Overall Patient Satisfaction
Figure 4
Figure 4. Non-predictors of Overall Patient Satisfaction
See this image and copyright information in PMC

References

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