New Clinic Satisfaction Tool Provides Real-Time Feedback

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The clinic satisfaction tool was superior to the Clinician and Group Consumer Assessment of Healthcare Providers and Systems survey.
The clinic satisfaction tool was superior to the Clinician and Group Consumer Assessment of Healthcare Providers and Systems survey.

HealthDay News — A new clinic satisfaction tool improves communication and provides real-time feedback, according to a study published online April 14 in Neurosurgery.

Rasheedat T. Zakare-Fagbamila, from Duke University in Durham, N.C., and colleagues developed and assessed the impact of a single-page Clinic Satisfaction Tool (CST). The tool was used to assess all clinic encounters for patient satisfaction with the clinic experience, including physician communication score. Researchers assessed 14,690 patients seen by 12 physicians over the 12-month study period.

The researchers found that the CST was used 96 percent of the time. Compared to the Clinician and Group Consumer Assessment of Healthcare Providers and Systems (CG-CAHPS) survey, which is the current standard for evaluating patients' clinic experience, physicians found the CST superior in providing immediate feedback. CG-CAHPS global scores trended to improvement and were predicted by CST satisfaction scores (P < 0.05), as were CG-CAHPS physician communication scores (P < 0.01).

"The CST is a low-cost, high-yield improvement to the current method of capturing the clinic experience, improves communication and satisfaction between physicians and patients, and provides real-time feedback to physicians," the authors write.

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