Patient experience in outpatient clinics: Does appointment time impact satisfaction?

The objective of this study is to understand patient experience by appointment time by analyzing the Consumer Assessment of Hospital Provider and Systems (CAHPS) scores at a granular level across pre-determined time periods (AM and PM). This study utilized quantitative and qualitative methods. A dei...

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Autores principales:	Shikha Modi, Jennifer Costigan, Mark Lemak, Sue Feldman
Formato:	article
Lenguaje:	EN
Publicado:	The Beryl Institute 2020
Materias:	patient satisfaction patient experience cahps scores outpatient clinic Medicine (General) R5-920 Public aspects of medicine RA1-1270
Acceso en línea:	https://doaj.org/article/d77ee59c127d46afa70eb880e0ef93a3
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spelling	oai:doaj.org-article:d77ee59c127d46afa70eb880e0ef93a32021-11-15T04:31:28ZPatient experience in outpatient clinics: Does appointment time impact satisfaction?2372-0247https://doaj.org/article/d77ee59c127d46afa70eb880e0ef93a32020-11-01T00:00:00Zhttps://pxjournal.org/journal/vol7/iss3/20https://doaj.org/toc/2372-0247The objective of this study is to understand patient experience by appointment time by analyzing the Consumer Assessment of Hospital Provider and Systems (CAHPS) scores at a granular level across pre-determined time periods (AM and PM). This study utilized quantitative and qualitative methods. A deidentified secondary data set from the University of Alabama at Birmingham’s Press Ganey website was used to analyze the difference in CAHPS scores across AM and PM time periods. Unstructured survey responses were analyzed as a way to further enrich the quantitative findings. The data sample consisted of 821 responses from a dermatology clinic for the period of May 2017 to May 2018. Results suggested more positive patient experience for AM appointments when compared to PM appointments. The only positive experience for PM appointments was associated with the support staff and timeliness of care. This study indicated that time of day of the appointment is one of the contributing factors for patient satisfaction in the outpatient setting. While this study was conducted in a dermatology setting, it has applicability to the broader outpatient environment. <strong>Experience Framework</strong> This article is associated with the Infrastructure & Governance<strong> </strong>lens of The Beryl Institute Experience Framework. (<a href="http://bit.ly/ExperienceFramework">http://bit.ly/ExperienceFramework</a>)<strong></strong> <ul> <li><a href="https://www.theberylinstitute.org/page/PXSEARCH#resource-list-all/?view_28_page=1&view_28_filters=%5B%7B%22field%22%3A%22field_38%22%2C%22operator%22%3A%22in%22%2C%22value%22%3A%5B%22PXJ%20Article%22%5D%7D%2C%7B%22field%22%3A%22field_20%22%2C%22operator%22%3A%22is%22%2C%22value%22%3A%5B%22%22%5D%7D%2C%7B%22field%22%3A%22field_40%22%2C%22operator%22%3A%22is%22%2C%22value%22%3A%5B%22%22%2C%22Infrastructure%20%26%20Governance%22%5D%7D%2C%7B%22field%22%3A%22field_41%22%2C%22operator%22%3A%22is%22%2C%22value%22%3A%5B%22%22%5D%7D%5D">Access other PXJ articles</a> related to this lens.</li> <li><a href="https://www.theberylinstitute.org/page/Ecosystem-InfrastructureGovernance">Access other resources</a> related to this lens.</li> </ul>Shikha ModiJennifer CostiganMark LemakSue FeldmanThe Beryl Institutearticlepatient satisfactionpatient experiencecahps scoresoutpatient clinicMedicine (General)R5-920Public aspects of medicineRA1-1270ENPatient Experience Journal (2020)
institution	DOAJ
collection	DOAJ
language	EN
topic	patient satisfaction patient experience cahps scores outpatient clinic Medicine (General) R5-920 Public aspects of medicine RA1-1270
spellingShingle	patient satisfaction patient experience cahps scores outpatient clinic Medicine (General) R5-920 Public aspects of medicine RA1-1270 Shikha Modi Jennifer Costigan Mark Lemak Sue Feldman Patient experience in outpatient clinics: Does appointment time impact satisfaction?
description	The objective of this study is to understand patient experience by appointment time by analyzing the Consumer Assessment of Hospital Provider and Systems (CAHPS) scores at a granular level across pre-determined time periods (AM and PM). This study utilized quantitative and qualitative methods. A deidentified secondary data set from the University of Alabama at Birmingham’s Press Ganey website was used to analyze the difference in CAHPS scores across AM and PM time periods. Unstructured survey responses were analyzed as a way to further enrich the quantitative findings. The data sample consisted of 821 responses from a dermatology clinic for the period of May 2017 to May 2018. Results suggested more positive patient experience for AM appointments when compared to PM appointments. The only positive experience for PM appointments was associated with the support staff and timeliness of care. This study indicated that time of day of the appointment is one of the contributing factors for patient satisfaction in the outpatient setting. While this study was conducted in a dermatology setting, it has applicability to the broader outpatient environment. <strong>Experience Framework</strong> This article is associated with the Infrastructure & Governance<strong> </strong>lens of The Beryl Institute Experience Framework. (<a href="http://bit.ly/ExperienceFramework">http://bit.ly/ExperienceFramework</a>)<strong></strong> <ul> <li><a href="https://www.theberylinstitute.org/page/PXSEARCH#resource-list-all/?view_28_page=1&view_28_filters=%5B%7B%22field%22%3A%22field_38%22%2C%22operator%22%3A%22in%22%2C%22value%22%3A%5B%22PXJ%20Article%22%5D%7D%2C%7B%22field%22%3A%22field_20%22%2C%22operator%22%3A%22is%22%2C%22value%22%3A%5B%22%22%5D%7D%2C%7B%22field%22%3A%22field_40%22%2C%22operator%22%3A%22is%22%2C%22value%22%3A%5B%22%22%2C%22Infrastructure%20%26%20Governance%22%5D%7D%2C%7B%22field%22%3A%22field_41%22%2C%22operator%22%3A%22is%22%2C%22value%22%3A%5B%22%22%5D%7D%5D">Access other PXJ articles</a> related to this lens.</li> <li><a href="https://www.theberylinstitute.org/page/Ecosystem-InfrastructureGovernance">Access other resources</a> related to this lens.</li> </ul>
format	article
author	Shikha Modi Jennifer Costigan Mark Lemak Sue Feldman
author_facet	Shikha Modi Jennifer Costigan Mark Lemak Sue Feldman
author_sort	Shikha Modi
title	Patient experience in outpatient clinics: Does appointment time impact satisfaction?
title_short	Patient experience in outpatient clinics: Does appointment time impact satisfaction?
title_full	Patient experience in outpatient clinics: Does appointment time impact satisfaction?
title_fullStr	Patient experience in outpatient clinics: Does appointment time impact satisfaction?
title_full_unstemmed	Patient experience in outpatient clinics: Does appointment time impact satisfaction?
title_sort	patient experience in outpatient clinics: does appointment time impact satisfaction?
publisher	The Beryl Institute
publishDate	2020
url	https://doaj.org/article/d77ee59c127d46afa70eb880e0ef93a3
work_keys_str_mv	AT shikhamodi patientexperienceinoutpatientclinicsdoesappointmenttimeimpactsatisfaction AT jennifercostigan patientexperienceinoutpatientclinicsdoesappointmenttimeimpactsatisfaction AT marklemak patientexperienceinoutpatientclinicsdoesappointmenttimeimpactsatisfaction AT suefeldman patientexperienceinoutpatientclinicsdoesappointmenttimeimpactsatisfaction
_version_	1718428833693040640

Patient experience in outpatient clinics: Does appointment time impact satisfaction?

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