Amy Brenner

Date of Award

2022

Document Type

Project

College/School

College of Nursing

Degree Name

Doctor of Nursing Practice (DNP)

Project Mentor

Jeanne Lowe

Readers

Tara Hicks

Abstract

Background: Patients who report higher satisfaction scores have better healthcare outcomes and lower financial burden in comparison to those who report lower satisfaction scores. Those less satisfied with their medical care tend to have poorer physical and mental health, which can impact daily life. For students in particular, health status impacts academic performance. Patient satisfaction surveys are a standard tool used to determine areas needing improvement within a healthcare delivery system.

Objective: The purpose of this project was to implement a patient satisfaction survey at a student health center on a university campus.

Design: The project was a two-month pilot study with aims to: 1) analyze response data and response rate, 2) assess survey feasibility, and 3) evaluate staff perception of patient satisfaction surveys. The patient satisfaction survey was used to achieve the first two aims. To achieve the third aim, a staff survey was distributed before and after patient survey implementation to assess changes in perception of patient satisfaction surveys.

Setting: The project was implemented at a student health center at a small private university’s student health center. The clinic employs five nurse practitioners, two medical assistants and three office staff members. On average, the clinic services about 1700 students per year.

Participants: All students seen at least once by a clinic provider between September 20, 2021 and March 26, 2022 were recruited for the patient satisfaction survey. All staff members were recruited for the staff surveys. Interventions: The patient satisfaction survey was based on the CG-CAHPS survey which measures satisfaction in five core areas: access to care, provider communication, care coordination, provider rating, and office staff. Patients were recruited via email, and data were collected through Qualtrics.

Results: The patient survey response rate was 4.9%. The composite satisfaction scores for each measure were as follows: access to care (50%), provider communication (80%), care coordination (75%), provider rating (8.8/10), medical assistants (82.5%), front desk staff (54%). The staff survey response rate was 67%. Though a t-test and p value of each question implies no significant change in staff perception, the raw scores of most questions increased by 0.7 points, indicating a slightly more positive view of patient satisfaction surveys post-implementation.

Conclusions: Establishing a patient satisfaction survey for a student health center is feasible and staff perception is generally positive.

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