Traditional CAHPS-style emergency department (ED) surveys result in excessive variability when assessing individual physician performance. The objective of this study is to measure the variability of a brief, electronic survey (e-survey). The study team also measured the association of individual physicians to demographic data, physician and patient factors, and a physician burnout assessment tool. Data from SmartContact (SmartER, La Grange, IL) is a next-day, e-survey that takes about 30-seconds to complete. This tool was used by a hospital-employed emergency department (ED) group during calendar year 2017 across 2 EDs and 37 physicians.1,2 Variability was estimated regarding raw patient experience (PX) scores and top box scores by using intraclass correlation coefficients (ICCs). Pearson correlations were used to measure the interaction between PX scores, physician factors, and patient factors. Analysis of the 2017 calendar year showed statistically significant differences between physician PX performance on a bimonthly and quarterly basis. As well, there was lower PX in patients presenting at night. No correlation was found with a burnout assessment tool. This study demonstrates statistically valid performance differences among physicians using a next-day e-survey, which conforms to the recommendations of ED professional organizations for use in driving provider PX improvement, enhancing patient trust, and improving patient outcomes.

Experience Framework

This article is associated with the Innovation & Technology lens of The Beryl Institute Experience Framework. (http://bit.ly/ExperienceFramework)

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