Use of new interactive patient-provider software improves patient satisfaction and outcomes—a retrospective single-center study

Abstract

Background: While a number of studies have explored patient- and provider-related factors contributing to quality of care, few studies have explored the role of technology in improving quality and optimizing patient-provider communication. This study explores the use of an interactive patient-provider software platform (IPSP) at a single institution. Specifically, we compared: (1) patient satisfaction scores, (2) complication rates, and (3) readmission rates before and after the use of an IPSP on patients undergoing total hip arthroplasty and total knee arthroplasty. Material and Methods: A retrospective review was performed on all total hip arthroplasty and total knee arthroplasty patients who completed a Press Ganey survey at a single institution between the years 2014 and 2017. Primary outcomes included Press Ganey patient satisfaction scores and 90-day complication and readmission rates. Mann-Whitney U testing and chi-squared analyses were conducted to assess continuous and categorical variables, respectively. Results: Analysis revealed an improvement in median Clinician and Group Consumer Assessment of Healthcare Providers and Systems (89 vs 97) and Hospital for Consumer Assessment of Healthcare Providers and Systems scores (9 vs 10; P < .001) between pre-IPSP and post-IPSP. There was a decrease in 90-day complication rates (17.3 vs 11.2%; P = .035) but no decrease in readmission rates (0.30 vs 0.18%, P = .322) between the 2 time points. Conclusions: The use of an IPSP proved instrumental in improving patient satisfaction and lowering 90-day complication rates at a single institution. The implementation of an IPSP may prove beneficial to arthroplasty surgeons and health-care institutions alike seeking to optimize the quality of care. Larger multicenter studies are necessary to validate the results of the present study. Keywords: Health-care reform, Total joint arthroplasty, Interactive patient-provider software platform, Inpatient prospective payment system, Outpatient prospective payment system