Does physician engagement affect satisfaction of patients or resident physicians?

Abstract

Eric Scher,1,2 Sarah Whitehouse,1 Meredith Van Harn,3 John Bollinger,4 Bret Stevens,1 Kathy Macki,5 Deborah Saoud,5 Kimberly Baker-Genaw1,21Department of Medical Education, Henry Ford Health System, Detroit, MI, USA; 2Department of Medicine, Henry Ford Medical Group, Detroit, USA; 3Department of Public Health Sciences, Henry Ford Health System, Detroit, USA; 4Care Experience Department, Henry Ford Health System, Detroit, USA; 5Human Resources, Henry Ford Health System, Detroit, USAPurpose: This study examined whether change in physician engagement affected outpatient or resident physician satisfaction using common US measures.Methods: Surveys were administered by Advisory Board Survey Solutions for staff physician engagement, Press Ganey for Clinician and Group Consumer Assessment of Healthcare Providers and Systems (CGCAHPS) for outpatient satisfaction, and Accreditation Council for Graduate Medical Education (ACGME) for the ACGME Resident/Fellow Survey. Survey sample sizes were 685, 697, and 763 for physician engagement and 621, 625, and 618 for resident satisfaction in 2014–2016, respectively; only respondents were available for CGCAHPS (24,302, 34,328, and 43,100 for 2014–2016, respectively). Two groups were analyzed across 3 years: (1) percentage of “engaged” staff physicians versus percentage of outpatient top box scores for physician communication, and (2) percentage of “engaged” staff physicians versus percentage of residents “positive” on program evaluation. For resident evaluation of faculty, the number of programs that met/exceeded ACGME national compliance scores were compared. Univariate chi-squared tests compared data between 2014, 2015, and 2016.Results: For 2014–2016, “engaged” physicians increased from 34% (169/497) to 44% (227/515) to 48% (260/542) (P<0.001) whereas CGCAHPS top box scores for physician communication remained unchanged at 90.9% (22,091/24,302), 90.8% (31,088/34,328), and 90.9% (39,178/43,100) (P=0.869). For the second group, “engaged” physicians increased from 33% (204/617) to 46% (318/692) to 50% (351/701) (P<0.001) and residents “positive” on program evaluation increased from 86% (534/618) in 2014 to 89% (556/624) in 2015 and 89% (550/615) in 2016 (P=0.174). The number of specialties that met/exceeded national compliance for all five faculty evaluation items grew from 44% (11/25) in 2014 to 68% (17/25) in 2015 and 64% (16/25) in 2016 (P=0.182).Conclusion: For our medical group, improvement in physician engagement across time did not coincide with meaningful change in the outpatient experience with physician communication or resident satisfaction with program and faculty.Keywords: physician engagement, CGCAHPS survey, patient satisfaction, ACGME resident survey, resident physician satisfaction  

Keywords

• Physician engagement
• patient satisfaction
• resident satisfaction