Patient-satisfaction surveys on a scale of 0 to 10: Improving health care, or leading it astray?

Hastings Center Report

Volumn 45, Issue 3, 2015, Pages 43-51

  Junewicz, Alexandra ^a   Youngner, Stuart J ^a  

^a NONE

Author keywords

[No Author keywords available]

Indexed keywords

CONCEPT FORMATION; ETHICS; HEALTH CARE DELIVERY; HEALTH CARE SURVEY; HUMAN; HUMAN RELATION; INTERPERSONAL COMMUNICATION; PATIENT SATISFACTION; PERCEPTION; PROCEDURES; PSYCHOLOGY; SATISFACTION; STANDARDS; TREATMENT OUTCOME; TRENDS; UNNECESSARY PROCEDURE;

COMMUNICATION; CONCEPT FORMATION; DELIVERY OF HEALTH CARE; HEALTH CARE SURVEYS; HUMANS; MEDICAL FUTILITY; OUTCOME AND PROCESS ASSESSMENT (HEALTH CARE); PATIENT SATISFACTION; PERSONAL SATISFACTION; PROFESSIONAL-PATIENT RELATIONS; SOCIAL PERCEPTION; UNNECESSARY PROCEDURES;

EID: 84928824768     PISSN: 00930334     EISSN: 1552146X     Source Type: Journal    
DOI: 10.1002/hast.453     Document Type: Article

References (67)

1. B. Williams, "Patient Satisfaction: A Valid Concept?, " Social Science and Medicine 38, no. 4 (1994): 509-16; M. P. Manary et al., "The Patient Experience and Health Outcomes, " New England Journal of Medicine 368 (2013): 201-03.
2. M. P. Manary et al., "The Patient Experience and Health Outcomes," New England Journal of Medicine 368 (2013): 201-03
3. A. Zgierska, D. Rabago, and M. M. Miller, "Impact of Patient Satisfaction Ratings on Physicians and Clinical Care," Journal of Patient Preference and Adherence 8 (2014): 437-46.
4. Williams, "Patient Satisfaction."
5. S. U. Linder-Pelz, "Toward a Theory of Patient Satisfaction, " Social Science and Medicine 16, no. 5 (1982): 577-82, at 578.
6. Institute of Medicine, Committee on Health Care Quality in America, Crossing the Quality Chasm: A New Health System for the 21st Century (Washington, D.C.: National Academies Press, 2001).
7. G. Elwyn et al., "Implementing Shared Decision Making in the NHS, " BMJ 341 (2010): 971-75, at 971.
8. J. T. Chang et al., "Patients' Global Ratings of Their Health Care Are Not Associated with the Technical Quality of Their Care, " Annals of Internal Medicine 144, no. 9 (2006): 665-72, at 665.
9. J. L. Tucker and G. M. Munchus, "The Predictors of Quality Care, " Military Medicine 163, no. 11 (1998): 754-57, at 756.
10. P. Johansson, M. Oléni, and B. Fridlund, "Patient Satisfaction with Nursing Care in the Context of Health Care: A Literature Study, " Scandinavian Journal of Caring Sciences 16, no. 4 (2002): 337-44.
11. D. J. Owens and C. Batchelor, "Patient Satisfaction and the Elderly, " Social Science and Medicine 42, no. 11 (1996): 1483-91, at 1489.
12. Williams, "Patient Satisfaction, " 514.
13. Owens et al., "Patient Satisfaction and the Elderly, " 1489.
14. S. N. Bleich, E. Ozaltin, and C. K. Murray, "How Does Satisfaction with the Health-Care System Relate to Patient Experience?, " Bulletin of the World Health Organization 87, no. 4 (2009): 271-78.
15. G. C. Pascoe, "Patient Satisfaction in Primary Health Care: A Literature Review and Analysis, " Evaluation and Program Planning 6, nos. 3-4 (1983): 185-210.
16. Williams, "Patient Satisfaction, " 570.
17. Press Ganey, "Press Ganey: Our Mission, " 2015, accessed February 18, 2015, http://www.pressganey.com/aboutUs/our-Mission.aspx.
18. R. B. Siegrist Jr., "Patient Satisfaction: History, Myths, and Misperceptions, " Virtual Mentor 15, no. 11 (2013): 982-87.
19. Centers for Medicare & Medicaid Services, "Patients' Perspectives of Care Survey, " last updated September 25, 2014, accessed February 18, 2015, at http://www.cms.gov/Medicare/Quality-Initiatives-Patient-Assessment-Instruments/Hospital-QualityInits/HospitalHCAHPS.html.
20. Press Ganey, "Inpatient Insights: Improved Quality, Increased Loyalty, Greater Profitability, " accessed April 9, 2014, at http://www.pressganey.com/ourSolutions/patient-voice/census-based surveying/inpatient.aspx.
21. H. Vuori, "Patient Satisfaction-Does it Matter?, " Quality Assurance in Health Care 3, no. 3 (1991): 183-89, at 183.
22. Hospital Consumer Assessment of Health Care Providers and Systems, "HCAHPS Survey, " accessed March 15, 2014, http://www.hcahpsonline.org/files/HCAHPS%20V9.0%20Appendix%20A%20-%20Mail%20Survey%20Materials%20(English)%20March%202014.pdf; Consumer Assessment of Health Providers and Systems, "CAHPS Clinician and Group Surveys: 12-Month Survey 2.0, " September 2011, at https://cahps.ahrq.gov/surveys-guidance/docs/1351a_Adult-12mo_Eng_20.pdf.
23. U.S. Department of Health and Human Services, Agency for Healthcare Research and Quality, "About the CAHPS Cultural Competence Item Set, " updated May 1, 2012, accessed February 18, 2015, at https://cahps.ahrq.gov/surveys-guidance/docs/2312_about_cultural_comp.pdf.
24. In-Center Hemodialysis CAHPS Survey, "Medicare In-Center Hemodialysis Survey, " updated January 19, 2015, accessed February 26, 2015 https://ichcahps.org/SurveyandProtocols/SurveyMaterials.aspx#catid2; Home Health Care CAHPS Survey, "Home Health Care CAHPS Survey, " 2013, at https://homehealthcahps.org/SurveyandProtocols/SurveyMaterials.aspx#catid2.
25. In-Center Hemodialysis CAHPS Survey, "Medicare In-Center Hemodialysis Survey."
26. Hospital Consumer Assessment of Health Care Providers and Systems, "HCAHPS Survey."
27. U.S. Department of Health and Human Services, Agency for Healthcare Research and Quality, "About the CAHPS Cultural Competence Item Set, " May 2012, at https://cahps.ahrq.gov/surveys-guidance/docs/2312_about_cultural_comp.pdf.
28. Consumer Assessment of Health Providers and Systems, "CAHPS Clinician and Group Surveys: 12-Month Survey 2.0, " accessed February 18, 2015, https://cahps.ahrq.gov/surveys-guidance/cg/instructions/12monthsurvey.html.
29. Hospital Consumer Assessment of Health Care Providers and Systems, "HCAHPS Survey."
30. In-Center Hemodialysis CAHPS Survey, "Medicare In-Center Hemodialysis Survey."
31. Hospital Consumer Assessment of Health Care Providers and Systems, "HCAHPS Survey."
32. In-Center Hemodialysis CAHPS Survey, "Medicare In-Center Hemodialysis Survey."
33. Data.Medicare.Gov, "Official Hospital Compare Data, " at https://data.medicare.gov/data/hospital-compare, accessed February 17, 2015.
34. Zgierska et al., "Impact of Patient Satisfaction Ratings on Physicians and Clinical Care."
35. U.S. Department of Health and Human Services, Bureau of Primary Health care, "Patient Satisfaction Survey, " at http://bphc.hrsa.gov/policiesregulations/performancemeasures/patientsurvey/surveyform.html.
36. Hospital Consumer Assessment of Health Care Providers and Systems, "HCAHPS Survey."
37. Consumer Assessment of Health Providers and Systems, "CAHPS Clinician and Group Surveys: 12-Month Survey 2.0."
38. A. Donabedian, "Evaluating the Quality of Medical Care" (originally published 1966), Milbank Quarterly 83, no. 4 (2005): 691-729, at 692.
39. A. Donabedian, "The Quality of Care: How Can it be Assessed?, " Journal of the American Medical Association 260 (1988): 1743-48, at 1743.
40. H. Vuori, "Patient Satisfaction-An Attribute or Indicator of the Quality of Care?, " Quality Review Bulletin 13, no. 3 (1987): 106-8, at 106; Vuori, "Patient Satisfaction-Does It Matter?"
41. Vuori, "Patient Satisfaction-Does It Matter?"
42. C. H. Fung et al., "Systematic Review: The Evidence That Publishing Patient Care Performance Data Improves Quality of Care, " Annals of Internal Medicine 148, no. 2 (2008): 111-23.
43. N. A. Ketelaar, "Public Release of Performance Data in Changing the Behaviour of Healthcare Consumers, Professionals or Organisations," Cochrane Database of Systematic Reviews 9, no. 11 (2011): CD004538.
44. Chang et al., "Patients' Global Ratings of Their Health Care Are Not Associated with the Technical Quality of Their Care, " 605.
45. S. Edgman-Levitan, interview ("on patient-experience measures and their relationship to health outcomes"), New England Journal of Medicine, audio, 368 supplement (2013), http://www.nejm.org/doi/full/10.1056/NEJMp1211775.
46. Manary, "The Patient Experience and Health Outcomes."
47. T. Parsons, "The Sick Role and the Role of the Physician Reconsidered, " Milbank Quarterly 53, no. 3 (1975): 257-78, at 257.
48. Williams, "Patient Satisfaction."
49. Hospital Consumer Assessment of Health Care Providers and Systems, "HCAHPS Survey."
50. Consumer Assessment of Health Providers and Systems, "CAHPS Clinician and Group Surveys: 12-Month Survey 2.0."
51. Home Health Care CAHPS Survey, "Home Health Care CAHPS Survey, " updated January 26, 2012, accessed February 18, 2015, https://homehealthcahps.org/SurveyandProtocols/SurveyMaterials.aspx#catid2.
52. U.S. Department of Health and Human Services, "PPACA: Read the Law, " accessed April 9, 2014, http://www.hhs.gov/healthcare/rights/law/index.html.
53. J. I. Merlino and A. Raman, "Health Care's Service Fanatics, " Harvard Business Review 91, no. 5 (2013): 108-16.
54. N. F. Geiger, "On Tying Medicare Reimbursement to Patient Satisfaction Surveys, " American Journal of Nursing 112, no. 7 (2012): 11.
55. A. Coulter, "Patient Engagement-What Works?, " Journal of Ambulatory Care Management 35, no. 2 (2012): 80-89.
56. Merlino et al., "Health Care's Service Fanatics."
57. U.S. Department of Health and Human Services, Agency for Healthcare Research and Quality, "About the CAHPS Cultural Competence Item Set."
58. Centers for Medicare & Medicaid Services, "CAHPS Survey for Accountable Care Organizations (ACOs) Participating in Medicare Initiatives, " 2014-2015, accessed February 18, 2015, http://acocahps.cms.gov/Content/Survey.aspx.
59. CAHPS Clinician and Group Surveys, "Supplemental Items for the Adult Surveys 2.0, " May 2012, at https://cahps.ahrq.gov/surveys-guidance/docs/2357a_adult_supp_eng_20.pdf.
60. A. Zgierska, M. Miller, and D. Rabago, "Patient Satisfaction, Prescription Drug Abuse, and Potential Unintended Consequences, " Journal of the American Medical Association 307 (2012): 1377-78.
61. Zgierska et al., "Impact of Patient Satisfaction Ratings on Physicians and Clinical Care."
62. J. C. Weeks et al., "Patients' Expectations about Effects of Chemotherapy for Advanced Cancer, " New England Journal of Medicine 367 (2012): 1616-25.
63. N. E. Ervin, "Does Patient Satisfaction Contribute to Nursing Care Quality?, " Journal of Nursing Administration 36, no. 3 (2006): 126-30, at 127.
64. J. J. Fenton et al., "The Cost of Satisfaction: A National Study of Patient Satisfaction, Health Care Utilization, Expenditures, and Mortality, " Archives of Internal Medicine 172, no. 5 (2012): 405-11.
65. U.S. Department of Health and Human Services, "PPACA: Read the Law, " accessed April 2014, at http://www.hhs.gov/healthcare/rights/law/index.html.
66. Centers for Medicare & Medicaid Services, "HCAHPS: Patients' Perspectives of Care Survey, " April 2013, accessed February 21, 2014, http://www.cms.gov/Medicare/Quality-Initiatives-Patient-Assessment-Instruments/HospitalQuality-Inits/HospitalHCAHPS.html.
67. U.S. Department of Health and Human Services, "How the Health Care Law Benefits You, " accessed April 9, 2014, at http://www.hhs.gov/healthcare/facts/bystate/Making-a-Difference-National.html.