Abstract
Objective
To examine how specific hospital service domains (personal issues domain, discharge
domain, rehabilitation doctor domain, nursing domain, physical therapist domain, occupational
therapist domain, and food domain) influence final patient satisfaction scores, the
overall quality of care, and willingness to recommend the hospital to others among
patients in an inpatient rehabilitation hospital.
Design
Longitudinal study.
Setting
Patient-level data from electronic medical records were joined with Press Ganey (www.pressganey.com) satisfaction data for a single post-acute care inpatient rehabilitation facility
in northeast Florida.
Participants
Patients who participated in the inpatient rehabilitation survey (N=4,785).
Interventions
Not applicable.
Main Outcome Measures
Main outcome measures included final patient satisfaction scores, overall rating of
care during the stay, and willingness to recommend the hospital to others.
Results
This study found the personal issues domain to be the most important factor in determining
the final patient satisfaction score, overall rating of care, and likelihood to recommend
the hospital to others, followed by the physical therapist, nurse, discharge, and
food domains (P<.0001). Within the personal issues domain score, staff promptness and explanation
upon arrival were areas identified as opportunities to make improvements that would
result in the greatest positive effect.
Conclusions
This work represents novel findings by investigating the major determinants of positive
patient experience in a rehabilitation hospital setting. These findings provide actionable
information to improve patient experience as well as where to focus improvement efforts
using limited resources.
Keywords
List of abbreviations:
OT (occupational therapist), PG (Press Ganey), PT (physical therapist)To read this article in full you will need to make a payment
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Article info
Publication history
Published online: August 28, 2022
Accepted:
August 14,
2022
Received in revised form:
July 11,
2022
Received:
February 4,
2022
Footnotes
Presented to the American Medical Rehabilitation Providers Association, October 25, 2021, presented virtually.
Disclosures: none.
Identification
Copyright
© 2022 by the American Congress of Rehabilitation Medicine.
