Factors That Predict Satisfaction With Medical Care: Data From 27,212 Injured Workers Surveyed for 14 Years

• Published in: Journal of occupational and environmental medicine 2016-01, Vol.58 (1), p.101-107
• Main Authors: Joshi, Anand B., McCormick, Zachary L., Sully, Kate, Garvan, Cynthia, Plastaras, Christopher T.
• Format: Article
• Language: English
• Subjects: Adolescent; Adult; Communication; Cross-Sectional Studies; Diagnostic Errors; Female; Health Care Surveys; Humans; Job satisfaction; Male; Middle Aged; Occupational accidents; Occupational health; Occupational Injuries - diagnosis; Occupational Injuries - therapy; Original Article; Patient Education as Topic; Patient Participation - statistics & numerical data; Patient Satisfaction - statistics & numerical data; Pennsylvania; Perceptions; Workers compensation; Workers' Compensation - legislation & jurisprudence; Young Adult
• ISSN: 1076-2752; 1536-5948
• DOI: 10.1097/JOM.0000000000000578

the aim of this study is to report satisfaction rates and identify factors predicting satisfaction in the Pennsylvania Workers' Compensation (WC) system. Cross-sectional survey data on satisfaction and care experience of injured workers were collected annually for 14 years with 27,712 injured workers responding. The overall response rate was 19.44%. The overall proportion of satisfied workers was 83.97% with a range of 80.43% to 88.13%. Obtaining a correct initial diagnosis [odds ratio (OR) = 4.26], explanation of WC rights (OR = 2.58), and physician explanation of treatment options (OR = 1.83) most strongly predicted satisfaction. Injured worker satisfaction with their medical care exceeded 80% in all years surveyed. Patient perception of a correct initial diagnosis, explanation of WC rights, and explanation of treatment options were the strongest predictors of satisfaction during the 14-year study period.