Effect of Real-Time Feedback Devices on Primary Care Patient Experience Scores: A Cluster-Randomized Trial. (24th February 2021)

• Record Type: Journal Article
• Authors: Philips, Kaitlyn; Dadlez, Nina; Fazzari, Melissa; Samuel, Shawn; Southern, William; Heo, Moonseong; Azad, Namita; Drasher, Michael; Rinke, Michael L
• Is Part Of: Journal of patient experience. Volume 8(2021)
• Publication Date: 2021-02-24
• Subjects: HCAHPS -- outpatient satisfaction data -- patient feedback -- patient satisfaction; Patient satisfaction -- Periodicals; Patient satisfaction -- United States -- Periodicals; Patient participation -- Periodicals; Patient participation -- United States -- Periodicals; Patient satisfaction; Patient participation; United States; 362.1068
• DOI: 10.1177/2374373521996957
• Languages: English
• ISSNs: 2374-3735

Abstract

Patient experience is a critical measure for ambulatory primary care, although it is unclear how to best improve patient experience scores. This study aimed to determine whether use of a real-time feedback (RTF) device improved patient experience scores in a cluster-randomized trial. The primary outcomes were change from baseline in 9 Clinician and Group Consumer Assessment of Healthcare Providers and Systems (CG-CAHPS) question and domain scores most closely related to the RTF questions asked in a linear mixed effects model. There were no observed statistically significant intervention-related differences in CG-CAHPS scores in any of the 9 CG-CAHPS questions or domains ( P = .12-.99). In intervention clinics, there were no statistically significant correlation between CG-CAHPS top box scores and RTF device scores ( P = .23-.98). Clinics in an urban primary care network randomized to receive RTF devices did not significantly improve related CG-CAHPS question or domain scores nor were those scores correlated with RTF device scores. More research is needed to identify effective interventions to improve ambulatory primary care patient experience.