Key Patient Experience Drivers That Result in Exemplary Overall Provider Performance Ratings in the Ambulatory Environment: A Quantitative Study. Issue 3 (July 2022)

• Record Type: Journal Article
• Authors: Jurdi, Zahi R.; Crosby, Joseph F.
• Is Part Of: Journal of ambulatory care management. Volume 45:Issue 3(2022)
• Page Start: 182
• Page End: 190
• Publication Date: 2022-07
• Subjects: ambulatory -- CAHPS -- patient experience -- primary care -- quality -- quantitative -- specialty care; Ambulatory medical care -- Administration -- Periodicals; Ambulatory medical care -- United States -- Administration -- Periodicals; Community health services -- Administration -- Periodicals; Community health services -- United States -- Administration -- Periodicals; Health planning -- Periodicals; Health planning -- United States -- Periodicals; 362.12
• DOI: 10.1097/JAC.0000000000000417
• Languages: English
• ISSNs: 0148-9917

Abstract

Abstract : This study highlights the key drivers that form particular patient impressions resulting in exemplary overall provider performance ratings across service lines in the ambulatory environment. Two national samples of CG-CAHPS data were analyzed. Results indicate variance of impact among all CG-CAHPS questions on "top-box" scores for overall rating of provider among specialties. Interestingly, the same 5 explanatory variables—provider listened carefully, provider spent enough time, provider showed respect, provider knew important information about medical history, and provider explained things clearly—had the greatest explanatory power across the primary and specialty care samples when analyzed via multiple logistic regression analysis.