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  • Patient Satisfaction and Press Ganey Scores for Spine versus Non-Spine Neurosurgery Clinics

    Final Number:

    Yi-Ren Chen MD MPH; Eli Johnson BS; Anand Veeravagu MD; Suzanne Audrey Tharin MD, PhD; Atman Desai MD, MA; John K. Ratliff MD, FACS; Lawrence M. Shuer MD; Jon Park

    Study Design:
    Clinical Trial

    Subject Category:

    Meeting: Congress of Neurological Surgeons 2018 Annual Meeting

    Introduction: The Press Ganey survey is a well-established metric for measuring hospital performance and patient satisfaction. We seek to evaluate satisfaction scores in patients seen in neurosurgical spine versus neurosurgical non-spine clinics.

    Methods: Press Ganey survey review was performed to identify patient demographics and patient visit characteristics from January 1st, 2012 to October 10th, 2017 at Stanford Medical Center. A total of 40 questions from the Press Ganey survey were investigated and grouped in categories addressing physician and nursing care, personal concerns, admission, room, meal, operating room, treatment and discharge conditions, visitor accommodations and overall clinic assessment. Raw ordinal scores were converted to continuous scores out of 100 for unpaired student t-test analysis. We identified 578 neurosurgical spine clinic patients and 1048 neurosurgical non-spine clinic patients.

    Results: Spine clinic patients reported lower satisfaction scores in aggregate (88.2 vs. 90.1; p=0.0014), physician (89.5 vs. 92.6; p=0.0002) and nurse care (91.3 vs. 93.4; p=0.0038), personal concerns (88.2 vs. 90.9; p=0.0009), room (81.0 vs 83.1; p=0.0164), admission (90.8 vs 92.6; p=0.0154) and visitor conditions (87.0 vs. 89.2; p=0.0148), and overall clinic assessment (92.9 vs. 95.5; p=0.005).

    Conclusions: This study is the first to evaluate the relationship between neurosurgical spine versus non-spine clinic with regards to patient satisfaction. The spine clinic cohort reported less satisfaction than the non-spine cohort in all significant questions on the Press Ganey survey. Our findings suggest that efforts should be made to further study and improve patient satisfaction in spine clinics.

    Patient Care: We hope that our data will help us improve patient satisfaction in spine clinics and improve quality-based reimbursements/ metrics.

    Learning Objectives: By the conclusion of this session, participants should be able to: 1) Describe the differences between satisfaction scores for spine versus non-spine neurosurgery clinics, 2) Describe the potential contributing factors for lower satisfaction scores in spine patients.

    References: 1. Farley H, Enguidanos ER, Coletti CM, et al. Patient satisfaction surveys and quality of care: an information paper. Ann Emerg Med. 2014;64(4):351-357. doi:10.1016/j.annemergmed.2014.02.021. 2. Edwards ST, Bitton A, Hong J, Landon BE. Patient-centered medical home initiatives expanded in 2009-13: providers, patients, and payment incentives increased. Health Aff (Millwood). 2014;33(10):1823-1831. doi:10.1377/hlthaff.2014.0351. 3. Abtahi AM, Presson AP, Zhang C, Saltzman CL, Tyser AR. Association Between Orthopaedic Outpatient Satisfaction and Non-Modifiable Patient Factors. J Bone Joint Surg Am. 2015;97(13):1041-1048. doi:10.2106/JBJS.N.00950. 4. O’Toole R V, Castillo RC, Pollak AN, MacKenzie EJ, Bosse MJ. Determinants of patient satisfaction after severe lower-extremity injuries. J Bone Joint Surg Am. 2008;90(6):1206-1211. doi:10.2106/JBJS.G.00492. 5. Soroceanu A, Ching A, Abdu W, McGuire K. Relationship between preoperative expectations, satisfaction, and functional outcomes in patients undergoing lumbar and cervical spine surgery: a multicenter study. Spine (Phila Pa 1976). 2012;37(2):E103-8. doi:10.1097/BRS.0b013e3182245c1f. 6. Rogers F, Horst M, To T, et al. Factors associated with patient satisfaction scores for physician care in trauma patients. J Trauma Acute Care Surg. 2013;75(1):110-115. doi:10.1097/TA.0b013e318298484f. 7. Adogwa O, Parker SL, Shau DN, et al. Preoperative Zung depression scale predicts patient satisfaction independent of the extent of improvement after revision lumbar surgery. Spine J. 2013;13(5):501-506. doi:10.1016/j.spinee.2013.01.017. 8. Yamashita K, Hayashi J, Ohzono K, Hiroshima K. Correlation of patient satisfaction with symptom severity and walking ability after surgical treatment for degenerative lumbar spinal stenosis. Spine (Phila Pa 1976). 2003;28(21):2477-2481. doi:10.1097/01.BRS.0000090888.63860.4F.

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