Vilendrer Stacie, Levoy Emily, Miller-Kuhlmann Rebecca, Amano Alexis, Brown-Johnson Cati, De Borba Lindsay, Luu Jacklyn Ha, Sakamuri Sarada, Gold Carl A
Jt Comm J Qual Patient Saf. 2023 Mar;49(3):138-148. doi: 10.1016/j.jcjq.2022.12.003. Epub 2022 Dec 18.
To understand neurologists' experiences and perspectives on patient satisfaction feedback and its impact on personal well-being and behavior.
From May to June 2021, the researchers conducted 19 semistructured interviews with neurologists from a large academic medical center. Clinical Performance Feedback Intervention Theory informed a combined inductive and deductive thematic analysis of the qualitative data, which focused on perceptions of current feedback practices, its impact on physician behavior, and recommendations for improvement.
Participants tended to be female (n = 12/19, 63.2%), aged 30-39 (n = 8/19, 42.1%), white (n = 9/19, 47.4%), and were 10+ years into clinical practice (n = 18/19, 94.7%). Physicians were receptive to feedback overall, but perceptions varied by feedback type. Physicians preferred informal feedback (delivered unprompted directly by patients), given its tendency toward actionability. They disliked formal feedback (derived from anonymous surveys) due to low actionability, bias and validity issues, lack of contextual considerations, delivery through public reports, and links to financial incentives. Nearly all physicians reported formal feedback programs had the potential to negatively affect well-being and were not beneficial to their practice; a few reported adjusting their clinical practice to improve patient satisfaction performance. Five recommendations to improve patient satisfaction feedback programs emerged: Align on feedback intent, acknowledge survey limitations during program administration, increase actionability of feedback through specificity and control, support direct patient-physician feedback and problem resolution, and support empathetic integration of feedback.
Understanding physician perceptions of current approaches to patient satisfaction feedback offers the opportunity to shape subsequent collection and distribution methods to improve physician performance and optimize professional fulfillment.
了解神经科医生对患者满意度反馈的体验和看法，以及其对个人幸福感和行为的影响。
2021年5月至6月，研究人员对一家大型学术医疗中心的神经科医生进行了19次半结构化访谈。临床绩效反馈干预理论为定性数据的归纳和演绎主题分析提供了指导，该分析聚焦于对当前反馈实践的看法、其对医生行为的影响以及改进建议。
参与者多为女性（n = 12/19，63.2%），年龄在30 - 39岁之间（n = 8/19，42.1%），白人（n = 9/19，47.4%），且临床实践超过10年（n = 18/19，94.7%）。总体而言，医生接受反馈，但对不同类型反馈的看法存在差异。医生更喜欢非正式反馈（由患者主动直接提供），因为其具有可操作性。他们不喜欢正式反馈（来自匿名调查），原因包括可操作性低、存在偏差和有效性问题、缺乏情境考量、通过公开报告发布以及与经济激励挂钩。几乎所有医生都报告称正式反馈项目可能对幸福感产生负面影响，且对他们的临床实践没有益处；少数医生报告称会调整临床实践以提高患者满意度表现。提出了五条改进患者满意度反馈项目的建议：明确反馈意图、在项目实施过程中承认调查局限性、通过明确性和可控性提高反馈的可操作性、支持患者与医生之间的直接反馈及问题解决、支持将反馈进行共情整合。
了解医生对当前患者满意度反馈方法的看法，为塑造后续的收集和分发方法提供了机会，以提高医生的表现并优化职业满足感。
