Factors associated with patient satisfaction scores for physician care in trauma patients

BACKGROUND: The Affordable Care Act of 2010 identifies "patient experience of care'' as one of five domains of excellent care. We hypothesized that there are specific demographic factors associated with higher or lower physician satisfaction (PS) scores in trauma patients. METHODS: Press-Ganey PS scores for September 2004 to December 2010 were compared with trauma variables and the association of a mean PS greater than or equal to 75 (high score) or less than or equal to 50 (low score). Those variables that proved significant on univariate analysis were subjected to multivariate logistic regression analysis. Significance was at p < 0.05. RESULTS: There were 12,196 admissions, of whom 1,631 (13.4%) returned patient satisfaction survey. A total of 1,174 patients (75.5%) returned a high PS (>= 75), and 126 patients (8.1%) returned a low PS (<= 50). In the multiple logistic regression analysis, 65 years or older (odds ratio [OR], 1.7), having had a surgical procedure (OR, 1.6), and having a positive impression of the hospital care (OR, 7.0) proved significant for a high PS. Those patients who scored a low PS were significantly more likely to be younger (18-29 years: OR, 2.4; 30-64 years: OR, 1.8), to have not had surgery (OR, 2.2), had an Injury Severity Score (ISS) of 16 or lower (OR, 2.6), had a complication of care (OR, 4.4), and rated the hospital care as poor (OR, 9.2). CONCLUSION: A trauma patient who is satisfied with his or her physician care is one who is 65 years or older, requires surgery, and is predominantly satisfied with other aspects of their hospital care. Unsatisfied patients are younger, are nonoperative, had lower ISS, had a complication of care, and rated their hospital care as poor. Understanding the specific characteristics of Press-Ganey results for trauma patients will allow trauma surgeons and their hospital partners to develop strategies to improve patients' satisfaction with their trauma surgeon's care. (J Trauma Acute Care Surg. 2013; 75: 110-115. Copyright (C) 2013 by Lippincott Williams & Wilkins)