Patient Satisfaction With Otolaryngology Care: Stratification by Race, Age, Gender, Income, and Language

Abstract

Objective: To understand how race, gender, income, and language are correlated with patient satisfaction scores.

Study design: Cross-sectional analysis of patient satisfaction data.

Setting: An urban/suburban academic otolaryngology practice.

Methods: Patients presenting for outpatient otolaryngology visits from 2017 to 2020 were surveyed for patient satisfaction following a visit with their otolaryngology provider. Categorical responses and numerical responses were collected regarding overall satisfaction as well as a variety of more specific satisfaction questions. Responses were matched to both provider characteristics and patient demographic data. Differences in satisfaction by demographic data were assessed with descriptive statistics as well as a multivariable mixed-effect model to adjust for repeated responder data and control for confounding factors.

Results: In total, 55,469 surveys were included, the majority of which were from white, English-speaking patients. Overall satisfaction levels were very high across all questions. The individual provider was associated highly with satisfaction, but provider gender was not. Race, age, and gender of the patient had a statistically significant impact on patient satisfaction, with higher levels of satisfaction among patients who were older, white, and male; income and language did not.

Conclusion: Patient factors including race, age, and gender had a significant impact on ratings on outpatient otolaryngology patient satisfaction surveys, with nonwhite, younger, female patients reporting lower scores.

Keywords: gender; otolaryngology; patient experience; patient satisfaction; patient-centered care; race.