“Parent satisfaction” in Pediatric Resident Continuity Clinic at Marshfield Clinic

1. “Parent satisfaction” in Pediatric Resident Continuity Clinic at Marshfield Clinic Sushma Thappeta, MD Mentor : Divya-Devi Joshi, MD Technical Assistance : Doug Seubert

2. Background • The quality of health care services has been a matter of increasing importance to health authorities and patients alike • In pediatrics, parental satisfaction is a key quality indicator • However, scant research has been devoted to understand the factors that predict satisfaction

3. Background • Many national and international surveys have looked at patient satisfaction in different sub-specialties and geographic areas • No data is offered about parental expectations of their pediatrician • Very few surveys included care provided by pediatric resident physicians

4. Why did I do this? • What are physician qualities that are important to parents? • Do they see these qualities in the resident physician caring for their child? • Does a discrepancy influence parental choice in follow-up with the same resident physician? • Where can we improve? • What is the parent’s overall satisfaction? • What are our strengths and weaknesses? • How much service is enough to elicit high satisfaction?

5. Steps in Process • Establish goals - what you want to learn? • Determine sample - who will you ask? • Choose methodology - how will you ask? • Create questionnaire - what will you ask? • Distribute questionnaire - ask the questions • Enter and analyze data - produce the reports

6. Background Research • Literature search • Inpatient & Outpatient environment • International & U.S. • Mostly pediatric population

7. Methods • Target Population : Parents at the resident continuity clinic at Marshfield Clinic • Method : Written questionnaire • Distribution : Medical assistant before the visit • Data collection : Completed questionnaire and returned to front desk

8. Study Process • Over a 7 month period (December 2007 to June 2008), 550 surveys were handed out • 9 questions, presenting parents with a series of qualifiers they may or may not wish for in their ideal pediatrician • Grade the resident as to whether they received care with these same qualities or not, and whether they would visit this physician again • 307 surveys were completed (response rate of 56%) • Data was entered in a Excel spreadsheet

10. Data Analysis

11. Data Analysis

12. Data Analysis

13. Data Analysis

14. Conclusion • Parents were highly satisfied with overall care • Need to analyze the data further • Basis for further improvement in the quality of care provided by the resident physicians • Further research: How to further improve the quality of care provided by resident physicians • Further application: Develop tools researching problem areas in other departments/facilities

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16. References • Preferences for medical collaboration: patient–physician congruence and patient outcomes - University of California, Riverside, CA 92521-0426, USA. • Center for Primary Care, Prevention, and Clinical Partnerships, Agency for Healthcare Research and Quality, Rockville, MD, USA. • Fam Pract. 2004 Dec;21(6):630-5. Epub 2004 Nov 1. Department of General Practice, Guys Kings and St Thomas' School of Medicine, London University, London, UK. Budny, A. M., Rogers, L. C., Mandracchia, V. J., Lascher, S. (2006). • The Physician's Attire and Its Influence on Patient Confidence.. J. Am. Podiatr. Med. Asso • Resident physician attire: does it make a difference to our patients - Department of Obstetrics and Gynecology, Northeastern Ohio Universities College of Medicine, Aultman Health Foundation, Canton, Ohio 44710, USA. • Bishop F, Matthews F, Probert C, Billet J, Battcock T, Frisby S, et al. Patients' views on how to run hospital outpatient clinics. J R Soc Med 1991;84:522-3. • Bannerjee A. Does a doctor's dress style matter? Med J Aus 1988;149:168. • McCarthy, J. J., McCarthy, M. C., Eilert, R. E. (1999). Children's and Parents' Visual Perception of Physicians. • Douse, J, Derrett-Smith, E, Dheda, K, Dilworth, J P (2004). Should doctors wear white coats?. Postgrad. Med. • Stone DH. How to design a questionnaire. BMJ 1993;307:1264-6. • Dunn J, Lee T, Percelay J, Goldman L. Patient and house officer attitudes on physician attire and etiquette. JAMA 1987;257:65-8.

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19. Questions / Comments