title: Patient satisfaction surveys and quality of care: an information paper.
abstract: With passage of the Patient Protection and Affordable Care Act of 2010, payment incentives were created to improve the "value" of health care delivery. Because physicians and physician practices aim to deliver care that is both clinically effective and patient centered, it is important to understand the association between the patient experience and quality health outcomes. Surveys have become a tool with which to quantify the consumer experience. In addition, results of these surveys are playing an increasingly important role in determining hospital payment. Given that the patient experience is being used as a surrogate marker for quality and value of health care delivery, we will review the patient experience-related pay-for-performance programs and effect on emergency medicine, discuss the literature describing the association between quality and the patient-reported experience, and discuss future opportunities for emergency medicine.
authors.affiliation: Department of Emergency Medicine, Christiana Care Health System, Newark, DE. Electronic address: hfarley@christianacare.org.
authors.forename: Heather
authors.initials: H
authors.lastname: Farley
authors.affiliation: Department of Emergency Medicine, Providence Regional Medical Center, Everett, WA.
authors.forename: Enrique R
authors.initials: ER
authors.lastname: Enguidanos
authors.affiliation: Department of Emergency Medicine, Christiana Care Health System, Newark, DE.
authors.forename: Christian M
authors.initials: CM
authors.lastname: Coletti
authors.affiliation: Department of Emergency Medicine, the George Washington University Hospital, Washington, DC.
authors.forename: Leah
authors.initials: L
authors.lastname: Honigman
authors.affiliation: Department of Emergency Medicine, Mercy Fitzgerald Hospital, Darby, PA.
authors.forename: Anthony
authors.initials: A
authors.lastname: Mazzeo
authors.affiliation: Department of Emergency Medicine, Mayes County Medical Center, Pryor, OK.
authors.forename: Thomas B
authors.initials: TB
authors.lastname: Pinson
authors.affiliation: Department of Emergency Medicine, MedStar Harbor Hospital, Baltimore, MD.
authors.forename: Kevin
authors.initials: K
authors.lastname: Reed
authors.affiliation: Department of Emergency Medicine, University of Colorado School of Medicine, Aurora, CO.
authors.forename: Jennifer L
authors.initials: JL
authors.lastname: Wiler
mesh_terms: D019538:Health Care Surveys; D006761:Hospitals / Q000592:standards*; D006801:Humans; D017060:Patient Satisfaction; D011369:Professional-Patient Relations; D011787:Quality of Health Care; D011795:Surveys and Questionnaires; D014481:United States