Understanding the determinants of patient satisfaction with surgical care using the Consumer Assessment of Healthcare Providers and Systems surgical care survey (S-CAHPS)
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Background Patient satisfaction has been emphasized increasingly in all aspects of medicine, including the imposition of financial penalties for underperformance. Current measures of patient satisfaction, however, do not address aspects specific to the care of operative patients. Therefore, our aim was to examine the recently validated Consumer Assessment of Healthcare Providers and Systems (S-CAHPS) to determine which aspects of perioperative care are predictive of satisfaction with the surgeon.Methods All patients undergoing a general surgery operation at our institution during a 5-month period were sent a modified S-CAHPS within 3 days of discharge. Patients were then divided into 2 groups: those who rated their surgeon as the best possible and those giving a lower rating. Univariate and multivariate analyses were used to determine predictors of satisfaction with operative care. S-CAHPS results were then compared with other satisfaction measures in a subset of patients.Results The response rate was 45.3% (456/1,007). The average age was 59 ± 16 years, duration of stay was 4.1 ± 6.6 days, and 23% underwent unscheduled operations. A total of 72% of patients rated their surgeon as the best surgeon possible. On multivariate analysis, preoperative communication and attentiveness on the day of operation were the most important determinants of overall surgeon rating. S-CAHPS scores correlated with other standard measures of satisfaction (HCAHPS scores).Conclusion S-CAHPS is a novel operative satisfaction tool and is feasible to administer to patients undergoing general operative procedures. Surgeon characteristics most predictive of high patient satisfaction are effective preoperative communication and attentiveness on the day of operation.
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Patient satisfaction was measured with the S-CAHPS questionnaire, a validated instrument developed by the American College of Surgeons and endorsed by the National Quality Forum.
“The primary outcome was patient satisfaction based on the Surgical-Consumer Assessment of Healthcare Providers and Systems (S-CAHPS) questionnaire overseen by the U.S. Agency for Healthcare Research and Quality (AHRQ).”
From Outpatient visits versus telephone interviews for postoperative care: a randomized controlled trial (2019) · cites this paper as [14]
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- Authors
- Schmocker, R. K., Cherney Stafford, L. M., Siy, A. B., Leverson, G. E., & Winslow, E. R.
- Affiliations
- University of Wisconsin–Madison (US)
- Corresponding author
- Winslow, Emily R.
- Venue
- Surgery
- Publisher
- Elsevier BV
- Published
- 2015-12
- Volume
- 158
- Issue
- 6
- Pages
- 1724-1733
- ISSN
- 0039-6060 (ISSN-L)
- PMC
- PMC4637186
- OpenAlex
- W2108768158
- Cited by
- 84
- References
- 26
- Citations by year
- 2026: 3 · 2025: 3 · 2024: 7 · 2023: 5 · 2022: 6 · 2021: 13 · 2020: 7 · 2019: 12 · 2018: 14 · 2017: 9 · 2016: 4 · 2015: 1
- FWCI
- 17.03
- Type
- journal article
- Language
- en
- Open access
- green
- www.ncbi.nlm.nih.gov
- Locations
- Surgery (publishedVersion)
- PubMed (publishedVersion)
- Europe PMC (PubMed Central) (acceptedVersion)
- PubMed Central (acceptedVersion)
- Funders
- National Institutes of Health (T32-5T32CA090217-12)
- Topics
- Health Sciences › Health Professions › General Health Professions › Patient Satisfaction in Healthcare
- Health Sciences › Health Professions › Health Information Management › Healthcare Quality and Management
- Health Sciences › Health Professions › General Health Professions › Patient-Provider Communication in Healthcare
- Keywords
- patient satisfaction, surgical care, perioperative care, surgeon satisfaction, preoperative communication, general surgery, predictors of satisfaction, HCAHPS
- MeSH terms
- Adult, Aged, Communication, Consumer Behavior, Delivery of Health Care, Female, Health Personnel, Humans, Length of Stay, Male, Middle Aged, Physician-Patient Relations, General Surgery, Multivariate Analysis, Treatment Outcome, Patient Satisfaction, Process Assessment, Health Care, Health Care Surveys
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