Is There an Association Between Physician Review Websites and Press Ganey Survey Results in a Neurosurgical Outpatient Clinic?

• Published in: World neurosurgery 2019-12, Vol.132, p.e891-e899
• Main Authors: Rotman, Lauren E., Alford, Elizabeth N., Shank, Christopher D., Dalgo, Caitlin, Stetler, William R.
• Format: Article
• Language: English
• Subjects: Ambulatory Care; Centers for Medicare and Medicaid Services, U.S; Humans; Internet; Neurosurgeons; Neurosurgery; Online physician review websites; Patient; Patient Satisfaction; Press Ganey; Satisfaction; Surveys and Questionnaires; United States
• ISSN: 1878-8750; 1878-8769
• DOI: 10.1016/j.wneu.2019.07.193

Recent studies suggest a poor association between physician review websites and the validated metrics used by the Centers for Medicare and Medicaid Services. The purpose of this study was to evaluate the association between online and outpatient Press Ganey (PG) measures of patient satisfaction in a neurosurgical department. We obtained PG survey results from one large academic institution's outpatient neurosurgery clinic. Popular physician review websites were searched for each of the faculty captured in the PG data. Average physician rating and percent Top Box scores were calculated for each physician. PG data were separated into new and established clinic visits for subset analysis. Spearman's rank correlation coefficients were calculated to determine associations. Twelve neurosurgeons were included. Established patients demonstrated greater PG scores as compared with new patients, with an average physician rating increase of 0.55 and an average Top Box increase of 12.5%. Online physician ratings were found to demonstrate strong agreement with PG scores for the entire PG population, new patient subset, and established patient subset (ρ = 0.77–0.79, P < 0.05). Online Top Box scores demonstrated moderate agreement with overall PG Top Box scores (ρ = 0.59, P = 0.042), moderate agreement with the new patient population Top Box scores (ρ = 0.56, P = 0.059), and weak agreement with established patient population Top Box scores (ρ = 0.38, P = 0.217). Our findings demonstrated a strong agreement between PG ratings and online physician ratings and a poorer correlation when comparing PG Top Box scores with online physician Top Box scores, particularly in the established patient population.