Table 2.
Change in top box% patient satisfaction (top box% after switch – top box% before switch)
| Change in top box% patient satisfaction by domains and individual questions (99% CI)a |
||||||
|---|---|---|---|---|---|---|
| Satisfaction domain | Northwest Wisconsin | Southwest Wisconsin | Southwest Minnesota | Southeast Minnesota | Arizona | Florida |
| Overall (24 individual question responses combined) | −4.5 (−5.8 to -3.2) | −3.7 (−5.5 to -2.0) | −4.4 (−6.5 to -2.2) | −3.6 (−4.9 to -2.3) | −2.9 (−4.0 to -1.7) | −1.2 (−2.1 to -0.3) |
| Access (4 individual question responses below combined) | −8.8 (−11.2 to -6.4) | −8.3 (−11.0 to -5.6) | −7.7 (−10.7 to -4.7) | −6.9 (−8.5 to -5.3) | −8.5 (−10.2 to -6.8) | −3.4 (−4.8 to -1.9) |
| Convenience of our office hours | −8.7 (−11.4 to -6.0) | −7.7 (−10.4 to -4.9) | −6.6 (−10.2 to -3.1) | −5.5 (−7.3 to -3.7) | −5.2 (−6.8 to -3.7) | −2.1 (−3.7 to -0.5) |
| Courtesy of registration staff | −5.0 (−6.8 to -3.1) | −4.1 (−6.4 to -1.9) | −5.4 (−8.2 to -2.6) | −4.5 (−6.0 to -3.0) | −3.4 (−4.6 to -2.2) | −0.6 (−1.8 to 0.6) |
| Ease of getting clinic on phone | −11.9 (−14.8 to -9.0) | −12.4 (−16.1 to -8.6) | −10.6 (−14.4 to -6.7) | −9.9 (−12.1 to -7.7) | −14.9 (−17.6 to -12.2) | −5.4 (−7.2 to -3.6) |
| Ease of scheduling appointments | −9.8 (−12.9 to -6.7) | −8.9 (−12.1 to -5.7) | −8.2 (−11.6 to -4.7) | −7.6 (−9.7 to -5.6) | −10.9 (−13.3 to -8.6) | −5.4 (−7.2 to -3.5) |
| CP (10 individual question responses below combined) | −2.3 (−3.6 to -0.9) | −2.5 (−4.3 to -0.6) | −2.8 (−4.9 to -0.7) | −2.0 (−3.4 to -0.5) | −0.6 (−1.8 to 0.6) | −0.5 (−1.4 to 0.4) |
| CP concern for questions/worries | −2.6 (−4.3 to -1.0) | −3.0 (−5.0 to -1.0) | −3.7 (−6.2 to -1.3) | −2.1 (−3.6 to -0.6) | −0.4 (−1.8 to 0.9) | −0.3 (−1.4 to 0.8) |
| CP efforts to include in decisions | −1.8 (−3.3 to -0.2) | −2.3 (−4.4 to -0.3) | −3.0 (−5.4 to -0.5) | −2.1 (−3.8 to -0.5) | −0.9 (−2.2 to 0.4) | −0.5 (−1.7 to 0.7) |
| CP explanations of prob/condition | −2.3 (−3.9 to -0.8) | −2.9 (−5.0 to -0.7) | −3.4 (−5.9 to -1.0) | −1.8 (−3.5 to 0.0) | −0.7 (−1.9 to 0.5) | −0.3 (−1.4 to 0.8) |
| CP information about medications | −2.3 (−4.0 to -0.6) | −2.7 (−5.0 to -0.3) | −3.4 (−6.1 to -0.7) | −2.4 (−4.2 to -0.6) | −0.7 (−2.2 to 0.8) | −0.7 (−1.9 to 0.5) |
| CP instructions for follow-up care | −3.0 (−4.8 to -1.3) | −2.8 (−5.1 to -0.5) | −3.8 (−6.3 to -1.3) | −2.3 (−4.1 to -0.6) | −1.5 (−2.9 to -0.2) | −1.0 (−2.2 to 0.2) |
| CP spoke using clear language | −2.1 (−3.5 to -0.6) | −2.1 (−4.2 to 0.0) | −2.3 (−4.6 to 0.0) | −1.9 (−3.5 to -0.4) | −0.3 (−1.5 to 0.9) | −1.0 (−2.2 to 0.2) |
| Friendliness/courtesy of CP | −2.1 (−3.4 to -0.8) | −2.7 (−4.8 to -0.6) | −1.9 (−4.2 to 0.4) | −1.5 (−2.8 to -0.3) | 0.1 (−1.0 to 1.3) | −0.1 (−1.1 to 0.8) |
| Likelihood of recommending CP | −2.1 (−3.8 to -0.5) | −2.3 (−4.2 to -0.3) | −2.6 (−5.1 to -0.1) | −1.8 (−3.3 to -0.3) | −0.6 (−1.8 to 0.6) | −0.2 (−1.2 to 0.8) |
| Patients' confidence in CP | −1.6 (−3.1 to -0.1) | −1.8 (−3.9 to 0.3) | −2.0 (−4.3 to 0.3) | −1.6 (−3.1 to -0.1) | −0.3 (−1.5 to 0.9) | −0.5 (−1.5 to 0.6) |
| Time CP spent with patient | −3.1 (−4.8 to -1.4) | −2.4 (−4.9 to 0.1) | −3.3 (−5.7 to -0.9) | −2.8 (−4.4 to -1.3) | −0.9 (−2.3 to 0.5) | −0.8 (−1.9 to 0.2) |
| Moving through your visit (2 individual question responses below combined) | −8.4 (−10.8 to -6.0) | −8.0 (−11.0 to -4.9) | −9.1 (−12.2 to -5.9) | −6.9 (−8.9 to -4.8) | −6.6 (−8.6 to -4.6) | −3.4 (−5.0 to -1.8) |
| Information about delays | −9.1 (−11.8 to -6.4) | −7.0 (−10.2 to -3.8) | −9.7 (−13.4 to -5.9) | −6.8 (−9.0 to -4.7) | −6.9 (−9.2 to -4.7) | −3.8 (−5.6 to -2.0) |
| Wait time at clinic | −7.9 (−10.3 to -5.4) | −8.5 (−11.7 to -5.4) | −8.4 (−11.7 to -5.2) | −6.8 (−9.0 to -4.7) | −6.3 (−8.4 to -4.3) | −3.0 (−4.6 to -1.4) |
| Nurse/assistant (2 individual question responses below combined) | −4.1 (−5.5 to -2.7) | −2.8 (−4.7 to -1.0) | −3.2 (−5.7 to -0.8) | −3.4 (−5.1 to -1.6) | −1.9 (−3.2 to -0.6) | −0.2 (−1.3 to 0.9) |
| Concern of nurse/assistant for problem | −4.7 (−6.3 to -3.0) | −2.8 (−4.9 to -0.7) | −3.6 (−6.4 to -0.9) | −3.4 (−5.2 to -1.5) | −2.2 (−3.8 to -0.6) | −0.4 (−1.7 to 0.9) |
| Friendliness/courtesy of nurse/assistant | −3.5 (−5.0 to -2.1) | −2.9 (−4.9 to -0.8) | −2.9 (−5.5 to -0.4) | −3.3 (−5.2 to -1.5) | −1.6 (−2.8 to -0.4) | 0.0 (−1.0 to 1.0) |
| Practice assessment (2 individual question responses below combined) | −5.0 (−6.5 to -3.4) | −3.7 (−5.6 to -1.7) | −4.1 (−6.8 to -1.5) | −4.4 (−6.1 to -2.7) | −2.2 (−3.5 to -0.9) | −0.9 (−2.0 to 0.2) |
| Likelihood of recommending practice | −4.7 (−6.4 to -3.1) | −3.9 (−6.0 to -1.8) | −4.0 (−6.7 to -1.3) | −4.5 (−6.3 to -2.6) | −2.0 (−3.2 to -0.8) | −0.6 (−1.8 to 0.5) |
| Staff worked together | −5.3 (−6.9 to -3.6) | −3.4 (−5.5 to -1.3) | −4.2 (−7.1 to -1.3) | −4.3 (−6.1 to -2.5) | −2.4 (−4.0 to -0.8) | −1.1 (−2.3 to 0.1) |
| Personal issues (4 responses below combined) | −3.5 (−4.8 to -2.2) | −2.3 (−4.0 to -0.6) | −4.2 (−6.5 to -1.9) | −2.5 (−4.0 to -1.0) | −1.9 (−3.0 to -0.7) | −0.6 (−1.6 to 0.3) |
| Cleanliness of our practice | −3.1 (−4.7 to -1.4) | −1.9 (−3.9 to 0.1) | −3.8 (−6.2 to -1.5) | −2.6 (−4.1 to -1.1) | −1.2 (−2.1 to -0.2) | −0.6 (−1.6 to 0.3) |
| How well staff protect safety | −3.9 (−5.5 to -2.3) | −1.9 (−3.6 to -0.2) | −3.6 (−6.2 to -1.0) | −2.9 (−4.7 to -1.2) | −2.0 (−3.2 to -0.8) | −0.8 (−2.0 to 0.4) |
| Our concern for patients' privacy | −2.9 (−4.3 to -1.4) | −2.6 (−4.5 to -0.7) | −4.6 (−7.1 to -2.2) | −2.5 (−4.1 to -0.9) | −1.9 (−3.3 to -0.6) | −0.8 (−1.8 to 0.2) |
| Our sensitivity to patients' needs | −4.1 (−5.6 to -2.6) | −2.8 (−4.8 to -0.8) | −4.6 (−7.2 to -2.0) | −2.9 (−4.5 to -1.3) | −1.9 (−3.3 to -0.5) | −0.9 (−2.1 to 0.4) |
Calculated from linear regression estimates from the best fit piecewise regressions before and after go-live.
CI: confidence interval; CP: care provider.
a
Difference measured between linear regression mid-confidence estimate before and after go-live.