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Does the patient's inherent rating tendency influence reported satisfaction scores and affect division ranking?

Francis, Patricia ; Agoritsas, Thomas ; Chopard, Pierre ; Perneger, Thomas

In: International Journal for Quality in Health Care, 2016, vol. 28, no. 2, p. 221-226

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    Title
    • Does the patient's inherent rating tendency influence reported satisfaction scores and affect division ranking?
    Author
    • Francis, Patricia. Division of Quality of Care, University Hospitals of Geneva, Geneva, Switzerland
    • Agoritsas, Thomas. Division of Clinical Epidemiology, University Hospitals of Geneva, Geneva, Switzerland
    • Chopard, Pierre. Division of Quality of Care, University Hospitals of Geneva, Geneva, Switzerland
    • Perneger, Thomas. Division of Clinical Epidemiology, University Hospitals of Geneva, Geneva, Switzerland
    Document Type
    • Postprint
    Language
    • English
    Published in
    • International Journal for Quality in Health Care, 2016, vol. 28, no. 2, p. 221-226. Oxford University Press
    Other Version
    OAI-PMH Identifier
    • oai:doc.rero.ch:331674
    Summary
    Abstract Objective To determine the impact of adjusting for rating tendency (RT) on patient satisfaction scores in a large teaching hospital and to assess the impact of adjustment on the ranking of divisions. Design Cross-sectional survey. Setting Large 2200-bed university teaching hospital. Participants All adult patients hospitalized during a 1-month period in one of 20 medical divisions. Intervention None. Main Outcome Measures Patient experience of care measured by the Picker Patient Experience questionnaire and RT scores. Results Problem scores were weakly but significantly associated with RT. Division ranking was slightly modified in RT adjusted models. Division ranking changed substantially in case-mix adjusted models. Conclusions Adjusting patient self-reported problem scores for RT did impact ranking of divisions, although marginally. Further studies are needed to determine the impact of RT when comparing different institutions, particularly across inter-cultural settings, where the difference in RT may be more substantial.