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Satisfaction

Is It in the Eye of the Beholder? [13B]

Friedman, Mary, MD; Kole, Martha, MD; Eger, Renee, MD

Obstetrics & Gynecology: May 2016 - Volume 127 - Issue - p 22S
doi: 10.1097/01.AOG.0000483333.05284.77
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INTRODUCTION: Low provider satisfaction has been documented in trainee ambulatory clinics across specialties, despite the importance of ambulatory care and patient management. Our OB-GYN ambulatory clinic uses limited resources to serve a diverse, underserved population. We hypothesized that there was discordance between provider perception of patient satisfaction and patient reported experience.

METHODS: We designed and piloted a provider and patient survey to assess satisfaction with all aspects of the clinic experience. We also asked providers to comment on how they perceived patient satisfaction. Patients were approached during their clinic visit and providers were invited to complete the survey during staff meetings.

RESULTS: Of the 314 eligible patients, 200 (64%) completed surveys. Of the 32 residents invited to participate 28 (88%) completed surveys. Patients were racially diverse (33% White, 25.1% Black, 32.5% Hispanic), and were present for obstetric, gynecologic and specialty appointments (67, 27.6, 5.4% respectively). Resident providers uniformly underestimated patient satisfaction in every element of care (P<.0001), with biggest discrepancies in perception of registration, waiting room, the rooming process, continuity, and education. Patients reported feeling most respected by doctors when compared to other clinic staff.

CONCLUSION: Residents perceive lower patient satisfaction than patients self-report. Resident dissatisfaction with the continuity clinic experience may be linked to the perception of providing suboptimal care. Resident ambulatory care experiences may be improved through setting realistic expectations and sharing formal patient feedback.

Brown University, Providence, RI

Financial Disclosure: The authors did not report any potential conflicts of interest.

© 2016 by The American College of Obstetricians and Gynecologists. Published by Wolters Kluwer Health, Inc. All rights reserved.