P86. Evaluating opportunities for improved outpatient satisfaction in a nonoperative spine clinic: an analysis of Press Ganey® outpatient medical practice survey responses

• Published in: The spine journal 2022-09, Vol.22 (9), p.S167-S168
• Main Authors: Stephens, Andrew, McCormick, Zachary, Conger, Aaron M., Burnham, Taylor R.
• Format: Article
• Language: English
• ISSN: 1529-9430; 1878-1632
• DOI: 10.1016/j.spinee.2022.06.343

The Press Ganey® Outpatient Medical Practice Survey (PGOMPS) is a frequently used patient satisfaction metric comprised of provider-specific and nonprovider-specific questions. The PGOMPS results are used by many administrators to improve the patient experience and are linked to physician reimbursements in some cases. This study aimed to determine the frequency of patient satisfaction for the provider-specific and nonprovider-specific PGOMPS questions and their association with the likelihood of a patient recommending their provider's clinic. Retrospective. Adult patients attending a university nonoperative spine clinic between 1/2014 and 12/2019. We retrospectively reviewed prospectively collected patient satisfaction using PGOMPS. Data were collected within 30 days after an outpatient nonoperative spine clinic appointment. Satisfaction was defined as receiving a perfect total score. The frequency of perfect scores for each question was calculated. Chi-square (goodness-of-fit) analysis was performed between the number of patients who gave perfect satisfaction on all provider specific questions and the number of patients who gave perfect satisfaction for nonprovider scores irrespective of their provider specific scoring. Spearman correlation between individual PGOMPS questions and the likelihood to recommend the practice question were calculated. A total of 53,118 patient encounters were included; 2,078 (66.65%) provider-specific questions received perfect satisfaction versus 1,121 (35.95%) with perfect satisfaction for nonprovider specific questions (p < 0.001). The five questions most likely to receive perfect satisfaction were: physician spoke using clear language (92.90), physician friendliness/courtesy (82.74%), cleanliness of the practice (82.67%) likelihood to recommend practice (81.27%), and likelihood to recommend physician (80.96). The 5 least likely were: convenience of office hours (64.30%), wait time (63.00%), ease of getting on phone (60.77%), information about delays (60.19%), and ability to get desired appointment (58.92%). Of the 10 questions that had the strongest correlation with likelihood to recommend the practice 7 were related to the physician. None of the 10 questions with the least correlation were related to the physician. Most non-operative spine patients are satisfied with their providers and less satisfied with non-provider-related aspects of their encounters. Provider-specific factors carry the greatest influence in the patien