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Measure Summary
Title
Patients' satisfaction with care: patients' overall rating of their physician.
Source(s)
Camacho FT, Feldman SR, Balkrishnan R, Kong MC, Anderson RT. Validation and reliability of 2 specialty care satisfaction scales. Am J Med Qual. 2009 Jan-Feb;24(1):12-8. PubMed External Web Site Policy

Measure Domain

Primary Measure Domain
Clinical Quality Measures: Patient Experience
Secondary Measure Domain
Does not apply to this measure

Brief Abstract

Description

This measure is used to assess patients' or parents' or caregivers' assessment of the patient's satisfaction with the physician seen at the most recent visit. Patients rate the physician on a scale of "0" to "10," where "0" is the worst possible care and "10" is the best possible care on the following items:

  • Attitude: Physician's friendliness and caring attitude
  • Examination: Thoroughness of your examination or checkup
  • Time spent: Amount of time physician spent with you
  • Answers: How well physician answered all your questions
  • Instructions: Physician's instructions on how to take care of your illness or health condition
  • Includes: Extent that physician includes you in decisions about your care and treatment
  • Test results: Getting your test results back in a timely manner
  • Follows up: How well your physician follows up on any problems or concerns you have
  • Treatment success: Your treatment success

Note: A mean scale score is calculated in which a higher score indicates better quality.

See the National Quality Measures Clearinghouse (NQMC) summary of the related DrScore measure Patients' satisfaction with care: patients' overall rating of their physician's office.

Rationale

Patient satisfaction surveys may help advance the improvement of care in a physician practice by helping physicians pinpoint areas for improvement and by providing the opportunity to benchmark a practice's quality of care. In addition, surveys address a social desire for patient representation in quality assessment in a service-oriented economy. As a result, the past years have seen a steady increase in satisfaction surveys in varying physician settings, a trend that has been aided by the use of convenient and novel computer technology, including the use of online surveys and report automation.

Evidence for Rationale
Camacho FT, Feldman SR, Balkrishnan R, Kong MC, Anderson RT. Validation and reliability of 2 specialty care satisfaction scales. Am J Med Qual. 2009 Jan-Feb;24(1):12-8. PubMed External Web Site Policy

Williams B, Coyle J, Healy D. The meaning of patient satisfaction: an explanation of high reported levels. Soc Sci Med. 1998 Nov;47(9):1351-9. PubMed External Web Site Policy
Primary Health Components

Primary care; patient satisfaction with physician

Denominator Description

Patients or parents or caregivers of the patient who answered the "Physician Scale" items on the DrScore Survey following the most recent visit with the doctor (see the related "Denominator Inclusions/Exclusions" field)

Numerator Description

Patients' or parents' or caregivers' ratings of the physician on a scale of "0" to "10," where "0" is the worst possible care and "10" is the best possible care

Evidence Supporting the Measure

Type of Evidence Supporting the Criterion of Quality for the Measure
  • One or more research studies published in a National Library of Medicine (NLM) indexed, peer-reviewed journal
Additional Information Supporting Need for the Measure

Unspecified

Extent of Measure Testing

Evidence is provided for the validity and reliability of the instrument used in an online patient satisfaction survey based on a patient survey designed for on-site administration. The criterion validity of the instruments was examined by correlating them to important and well-known markers such as the Consumer Assessment of Health Plans Study (CAHPS) global item of physician care, as well as by evaluating their internal consistency and construct validity by performance of a confirmatory factor analysis (CFA) based on the results of an earlier version of the on-site instrument.

The measurement model satisfied the criteria for good model fit, and all standardized factor loadings were found to be high. Furthermore, both scales correlated strongly with global satisfaction and properly discriminated among patient-reported areas for improvement. As a consequence, it is believed that these scales are reliable and have appropriate convergent validity. In particular, the physician scale was found to possess very high reliability based on the CFA and Cronbach α and seemed to best discriminate items that corresponded to its domain such as specialist rating, minutes spent with the specialist, and patient-suggested improvement in care.

Evidence for Extent of Measure Testing
Camacho FT, Feldman SR, Balkrishnan R, Kong MC, Anderson RT. Validation and reliability of 2 specialty care satisfaction scales. Am J Med Qual. 2009 Jan-Feb;24(1):12-8. PubMed External Web Site Policy

State of Use of the Measure

State of Use
Current routine use
Current Use
Internal quality improvement

Application of the Measure in its Current Use

Measurement Setting
Ambulatory/Office-based Care
Professionals Involved in Delivery of Health Services
Physicians
Least Aggregated Level of Services Delivery Addressed
Individual Clinicians or Public Health Professionals
Statement of Acceptable Minimum Sample Size
Unspecified
Target Population Age

All ages

Target Population Gender
Either male or female

National Strategy for Quality Improvement in Health Care

National Quality Strategy Aim
Better Care
National Quality Strategy Priority
Health and Well-being of Communities
Person- and Family-centered Care

Institute of Medicine (IOM) National Health Care Quality Report Categories

IOM Care Need
Getting Better
Living with Illness
Staying Healthy
IOM Domain
Patient-centeredness

Data Collection for the Measure

Case Finding Period

Unspecified

Denominator Sampling Frame
Patients associated with provider
Denominator (Index) Event or Characteristic
Encounter
Denominator Time Window
Does not apply to this measure
Denominator Inclusions/Exclusions

Inclusions
Patients or parents or caregivers of the patient who answered the "Physician Scale" items on the DrScore Survey following the most recent visit with the doctor

Note: Patients or parents or caregivers may have been asked by their doctors to rate their performance as part of a patient satisfaction measurement process or patients may have found DrScore.com on their own.

Exclusions
Patients or parents or caregivers of the patient who do not understand the English language or do not have access to a computer and internet to complete an online survey

Exclusions/Exceptions
Does not apply to this measure
Numerator Inclusions/Exclusions

Inclusions
Patients' or parents' or caregivers' ratings of the physician on a scale of "0" to "10," where "0" is the worst possible care and "10" is the best possible care

Exclusions
Unspecified

Numerator Search Strategy
Fixed time period or point in time
Data Source
Patient/Individual survey
Type of Health State
Does not apply to this measure
Instruments Used and/or Associated with the Measure

DrScore (online patient satisfaction survey)

Computation of the Measure

Measure Specifies Disaggregation
Does not apply to this measure
Scoring
Composite/Scale
Interpretation of Score
Desired value is a higher score
Allowance for Patient or Population Factors
Unspecified
Standard of Comparison
Internal time comparison

Identifying Information

Original Title

Physician scale.

Measure Collection Name
Submitter
Anderson, Roger T., PhD, Medical Quality Enhancement Corporation
Developer
Anderson, Roger T., PhD, Medical Quality Enhancement Corporation
Funding Source(s)

Unspecified

Composition of the Group that Developed the Measure

Unspecified

Financial Disclosures/Other Potential Conflicts of Interest

Unspecified

Adaptation

This measure was not adapted from another source.

Date of Most Current Version in NQMC
2005 Jan
Measure Maintenance

Unspecified

Date of Next Anticipated Revision

Unspecified

Measure Status

This is the current release of the measure.

The measure developer reaffirmed the currency of this measure in May 2013.

Source(s)
Camacho FT, Feldman SR, Balkrishnan R, Kong MC, Anderson RT. Validation and reliability of 2 specialty care satisfaction scales. Am J Med Qual. 2009 Jan-Feb;24(1):12-8. PubMed External Web Site Policy
Measure Availability

The individual measure, "Physician Scale," is published in the article, "Validation and Reliability of 2 Specialty Care Satisfaction Scales." This article is available in the American Journal of Medical Quality from the Sage Journals Online Web site External Web Site Policy. Please also refer to the DrScore Web site External Web Site Policy.

For more information, please contact Medical Quality Enhancement Corporation, 807 Chester Road, Winston-Salem, North Carolina 27104; Dr. Roger Anderson at randerso@hes.hmc.psu.edu OR Dr. Steven Feldman at sfeldman@DrScore.com.

NQMC Status

This NQMC summary was completed by ECRI Institute on January 7, 2010. The information was verified by the measure developer on February 27, 2010. This NQMC summary was retrofitted into the new template on May 17, 2011. The information was reaffirmed by the measure developer on May 3, 2013.

Copyright Statement

This NQMC summary is based on the original measure, which is subject to the measure developer's copyright restrictions.

Refer to Dr. Roger Anderson, Medical Quality Enhancement Corporation, at randerso@hes.hmc.psu.edu OR Dr. Steven Feldman, Medical Quality Enhancement Corporation, at sfeldman@DrScore.com.

Disclaimer

NQMC Disclaimer

The National Quality Measures Clearinghouse™ (NQMC) does not develop, produce, approve, or endorse the measures represented on this site.

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