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Research ArticleORIGINAL RESEARCH

Determination of Key Drivers of Patient Experience in a Midsize Pediatric Hematology-Oncology Ambulatory Clinic

Nicholas J. Fustino, Margo Wohlfeil and Hayden L. Smith
Ochsner Journal December 2018, 18 (4) 332-338; DOI: https://doi.org/10.31486/toj.18.0091
Nicholas J. Fustino
1Department of Pediatric Hematology-Oncology, Blank Children’s Hospital, UnityPoint Health, Des Moines, IA
MD
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  • For correspondence: nicholas.fustino@unitypoint.org
Margo Wohlfeil
2Department of Biochemistry, Cell and Molecular Biology, Drake University, Des Moines, IA
BS
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Hayden L. Smith
3Department of Medical Education, UnityPoint Health, Des Moines, IA
PhD
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  • Article
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Article Figures & Data

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  • Figure 1.
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    Figure 1. Ridge plot of uncollapsed responses to the Consumer Assessment of Healthcare Providers and Systems Clinician & Group Survey (CG-CAHPS) from patients at a midsize pediatric hematology-oncology clinic. CP, care provider.
  • Figure 2.
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    Figure 2. A. Histogram displaying the distribution of the care provider ratings from the Consumer Assessment of Healthcare Providers and Systems Clinician & Group Survey (CG-CAHPS) by patients in a midsize pediatric hematology-oncology clinic. B. Histogram displaying the distribution of the likelihood of recommending the practice ratings from the Consumer Assessment of Healthcare Providers and Systems Clinician & Group Survey (CG-CAHPS) by patients in a midsize pediatric hematology-oncology clinic.

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    Table 1. Spearman Rank Correlation Coefficients (r) for “Rate This Provider” Top-Box Score, n = 281a,b
    Survey ItemDomainr
    Explanations the care provider gave you about your problem or conditionCare Provider0.65
    Concern the care provider showed for your questions or worriesCare Provider0.65
    Likelihood of recommending this care provider to othersCare Provider0.64
    Degree to which the care provider talked with you using words you could understandCare Provider0.63
    Your confidence in this care providerCare Provider0.62
    Amount of time the care provider spent with youCare Provider0.60
    Care provider efforts to include you in decisions about your treatmentCare Provider0.59
    Information the care provider gave you about your medications (if any)Care Provider0.59
    Friendliness/courtesy of the care providerCare Provider0.58
    Instructions the care provider gave you about follow-up care (if any)Care Provider0.57
    Likelihood of recommending our practice to othersOverall Assessment0.48
    Cleanliness of our practicePersonal Issues0.43
    Ease of getting through to the clinic on the phoneAccess to Care0.42
    Concern the nurse/assistant showed for your problemNurse/Assistant0.40
    How well the staff worked together to care for youOverall Assessment0.40
    Our sensitivity to your needsPersonal Issues0.39
    Our concern for your privacyPersonal Issues0.37
    Courtesy of person who scheduled your appointmentAccess to Care0.36
    Convenience of our office hoursAccess to Care0.34
    Friendliness/courtesy of the nurse/assistantNurse/Assistant0.34
    Wait time at clinic (from arriving to leaving)Moving Through Your Visit0.33
    Ease of scheduling your appointmentAccess to Care0.32
    Degree to which you were informed about any delaysMoving Through Your Visit0.31
    Courtesy of staff in the registration areaAccess to Care0.29
    How well staff protected your safetyPersonal Issues0.24
    • ↵a A top-box score for this item was defined as a rating of 9 or 10 on a 0-10 scale.

    • ↵b Not all items were completed by all respondents; all correlation coefficients had P value <0.0005.

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    Table 2. Spearman Rank Correlation Coefficients (r) for “Likelihood of Your Recommending Our Practice to Others” Top-Box Score, n = 281a,b
    Survey ItemDomainr
    How well the staff worked together to care for youOverall Assessment0.79
    Friendliness/courtesy of the nurse/assistantNurse/Assistant0.75
    Explanations the care provider gave you about your problem or conditionCare Provider0.74
    Likelihood of recommending this care provider to othersCare Provider0.73
    Concern the care provider showed for your questions or worriesCare Provider0.69
    Amount of time the care provider spent with youCare Provider0.69
    Information the care provider gave you about your medications (if any)Care Provider0.67
    Friendliness/courtesy of the care providerCare Provider0.67
    Instructions the care provider gave you about follow-up care (if any)Care Provider0.66
    Your confidence in this care providerCare Provider0.65
    Degree to which the care provider talked with you using words you could understandCare Provider0.62
    Our sensitivity to your needsPersonal Issues0.62
    Cleanliness of our practicePersonal Issues0.61
    Concern the nurse/assistant showed for your problemNurse/Assistant0.61
    Our concern for your privacyPersonal Issues0.59
    Care provider efforts to include you in decisions about your treatmentCare Provider0.57
    Convenience of our office hoursAccess to Care0.51
    Ease of getting through to the clinic on the phoneAccess to Care0.50
    How well staff protected your safetyPersonal Issues0.50
    Ease of scheduling your appointmentAccess to Care0.49
    Courtesy of person who scheduled your appointmentAccess to Care0.47
    Courtesy of staff in the registration areaAccess to Care0.44
    Degree to which you were informed about any delaysMoving Through Your Visit0.38
    Wait time at clinic (from arriving to leaving)Moving Through Your Visit0.33
    • ↵a A top-box score for this item was defined as a rating of 5 (“very good”) on a 0-5 scale.

    • ↵b Not all items were completed by all respondents; all correlation coefficients had P value <0.0005.

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Ochsner Journal: 18 (4)
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Vol. 18, Issue 4
Dec 2018
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Determination of Key Drivers of Patient Experience in a Midsize Pediatric Hematology-Oncology Ambulatory Clinic
Nicholas J. Fustino, Margo Wohlfeil, Hayden L. Smith
Ochsner Journal Dec 2018, 18 (4) 332-338; DOI: 10.31486/toj.18.0091

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Determination of Key Drivers of Patient Experience in a Midsize Pediatric Hematology-Oncology Ambulatory Clinic
Nicholas J. Fustino, Margo Wohlfeil, Hayden L. Smith
Ochsner Journal Dec 2018, 18 (4) 332-338; DOI: 10.31486/toj.18.0091
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