Effect of Real-Time Feedback Devices on Primary Care Patient Experience Scores: A Cluster-Randomized Trial

Kaitlyn Philips, Nina Dadlez, Melissa Fazzari, Shawn Samuel, William Southern, Moonseong Heo, Namita Azad, Michael Drasher, Michael L. Rinke

Research output: Contribution to journalArticlepeer-review

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.

Original languageEnglish (US)
JournalJournal of Patient Experience
Volume8
DOIs
StatePublished - 2021

Keywords

  • HCAHPS
  • outpatient satisfaction data
  • patient feedback
  • patient satisfaction

ASJC Scopus subject areas

  • Health Policy
  • Leadership and Management
  • Health(social science)

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