Key Patient Experience Drivers That Result in Exemplary Overall Provider Performance Ratings in the Ambulatory Environment: A Quantitative Study

Zahi R. Jurdi, Joseph F. Crosby

Research output: Contribution to journalArticlepeer-review

2 Scopus citations

Abstract

This study highlights the key drivers that form particular patient impressions resulting in exemplary overall provider performance ratings across service lines in the ambulatory environment. Two national samples of CG-CAHPS data were analyzed. Results indicate variance of impact among all CG-CAHPS questions on "top-box" scores for overall rating of provider among specialties. Interestingly, the same 5 explanatory variables-provider listened carefully, provider spent enough time, provider showed respect, provider knew important information about medical history, and provider explained things clearly-had the greatest explanatory power across the primary and specialty care samples when analyzed via multiple logistic regression analysis.

Original languageEnglish
Pages (from-to)182-190
Number of pages9
JournalJournal of Ambulatory Care Management
Volume45
Issue number3
DOIs
StatePublished - Jul 1 2022

Scopus Subject Areas

  • Health Policy

Keywords

  • CAHPS
  • ambulatory
  • patient experience
  • primary care
  • quality
  • quantitative
  • specialty care

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