From the Division of Plastic Surgery, Michael E. DeBakey Department of Surgery, and the Department of Pediatrics, Baylor College of Medicine; and the Department of Surgery, Texas Children's Hospital.
Plast Reconstr Surg. 2021 Feb 1;147(2):526-535. doi: 10.1097/PRS.0000000000007591.
Spurred on in part by government policies that base a portion of reimbursement around patient satisfaction, in 2016, Texas Children's Hospital instituted a patient-focused communication course entitled Breakthrough Communication. The aim of this study is to examine the effect of this training on provider-specific Press Ganey scores within the Department of Surgery, and to assess whether changes in Press Ganey scores correlate to hospital volume and revenue.
The intervention period was defined as calendar year 2017. Full-time faculty between 2016 and 2018 who completed the course in 2017 and had at least 10 returned Press Ganey surveys before and after the course were included in this study. Patient volume and revenue were analyzed. A subgroup analysis was conducted to compare participant against nonparticipant plastic surgeons.
For the 56 surgeons who met the inclusion criteria, mean provider Press Ganey ratings increased from 92.0 to 94.3 following participation (p = 0.003). When compared to before intervention, clinical encounters increased by 26.2 percent, the number of patients increased by 26.0 percent, payments increased by 25.2 percent, and charges increased by 21.2 percent. In our subgroup analysis, there was a relative increase of 11 percent in the number of patients and 10 percent in the number of encounters for participant plastic surgeons. Participants reported 113 percent increases in charges and 71 percent increases in payments, whereas nonparticipants had decreases of 10 percent in charges and 4 percent in payments.
The authors' findings indicate that improving surgeons' patient-centered communication skills is associated with an increase in patient satisfaction and an accompanying increase in both volume and reimbursements.
部分受到政府政策的推动，这些政策将部分报销与患者满意度挂钩，2016 年，德克萨斯儿童医院推出了一项以患者为中心的沟通课程，名为“突破沟通”。本研究旨在考察该培训对外科部门特定提供者的盖洛普民意调查得分的影响，并评估盖洛普民意调查得分的变化是否与医院的数量和收入相关。
干预期定义为 2017 年日历年。在 2016 年至 2018 年期间，参加了该课程并在课程前后至少有 10 份返回的盖洛普民意调查的全职教员包括在本研究中。分析了患者数量和收入。进行了亚组分析，比较了参与者和非参与者的整形外科医生。
对于符合纳入标准的 56 名外科医生，在参与后，提供者的盖洛普评分从 92.0 提高到 94.3（p = 0.003）。与干预前相比，临床接触增加了 26.2％，患者人数增加了 26.0％，付款增加了 25.2％，收费增加了 21.2％。在我们的亚组分析中，参与者整形外科医生的患者人数增加了 11％，就诊次数增加了 10％。参与者报告收费增加了 113％，付款增加了 71％，而非参与者的收费减少了 10％，付款减少了 4％。
作者的发现表明，提高外科医生以患者为中心的沟通技巧与患者满意度的提高以及数量和报酬的相应增加有关。
