Table 2.
Factors Associated with Lower Patient Experience Scores for the Provider
| Variable | Level | Patient Experience with Provider – Reporting Dissatisfaction (score ≤ 8) |
|||||||
|---|---|---|---|---|---|---|---|---|---|
| Overall | Stratified |
||||||||
| Pre-COVID In-Person |
COVID In-Person |
COVID Telehealth |
|||||||
| % | OR (95% CI) | % | OR (95% CI) | % | OR (95% CI) | % | OR (95% CI) | ||
| Patient gender | Male | 6.5 | reference | 6.7 | reference | 6.2 | reference | 5.6 | reference |
| Female | 7.3 | 1.10 (1.04–1.17) | 7.8 | 1.15 (1.06–1.26) | 5.5 | 0.72 (0.58–0.91) | 5.4 | 0.90 (0.76–1.07) | |
| Patient type | Return visit | 6.1 | reference | 6.5 | reference | 5.0 | reference | 4.6 | reference |
| New visit | 10.1 | 1.53 (1.43–1.65) | 10.1 | 1.45 (1.37–1.54) | 8.8 | 1.60 (0.99–2.58) | 10.9 | 2.37 (1.93–2.91) | |
| Patient age | < 18 years (guardian) | 6.6 | 1.19 (0.95–1.48) | 7.0 | 1.19 (0.93–1.52) | 5.3 | 1.84 (0.73–4.65) | 3.9 | 0.87 (0.36–2.09) |
| 18–30 years | 11.0 | 1.96 (1.81–2.12) | 11.8 | 2.06 (1.82–2.33) | 8.8 | 2.37 (1.60–3.52) | 6.8 | 1.29 (1.10–1.50) | |
| 31–50 years | 8.5 | 1.56 (1.49–1.63) | 8.9 | 1.58 (1.44–1.74) | 7.4 | 1.91 (1.21–3.03) | 6.6 | 1.36 (1.10–1.67) | |
| 51–64 years | 6.8 | 1.22 (1.16–1.28) | 7.1 | 1.23 (1.14–1.32) | 5.4 | 1.27 (1.00–1.61) | 5.6 | 1.19 (1.04–1.36) | |
| 65+ years | 5.5 | reference | 5.8 | reference | 4.2 | reference | 4.7 | reference | |
| Patient race | White | 6.6 | reference | 7.0 | reference | 5.3 | reference | 5.2 | reference |
| Black/African American | 8.5 | 1.32 (1.27–1.38) | 8.8 | 1.30 (1.23–1.39) | 9.4 | 1.98 (1.52–2.58) | 6.6 | 1.30 (1.00–1.69) | |
| Asian/Pacific Islander | 8.6 | 1.24 (1.12–1.37) | 9.1 | 1.26 (1.13–1.41) | 6.2 | 1.14 (0.78–1.67) | 6.4 | 1.14 (0.93–1.41) | |
| Other/Unknown | 8.1 | 1.10 (1.01–1.19) | 8.5 | 1.10 (1.02–1.20) | 7.0 | 1.22 (0.87–1.71) | 6.0 | 0.96 (0.85–1.09) | |
| Operating unit | MPG location 1 | 7.1 | 1.05 (0.56–1.97) | 7.4 | 1.06 (0.61–1.84) | 5.3 | 1.28 (0.31–5.30) | 5.6 | 0.74 (0.27–2.03) |
| MPG location 2 | 6.5 | 1.02 (0.55–1.88) | 6.8 | 1.03 (0.62–1.73) | 6.4 | 1.63 (0.39–6.90) | 4.9 | 0.67 (0.23–1.94) | |
| MPG location 3 | 6.3 | 1.15 (0.62–2.11) | 6.6 | 1.14 (0.67–1.95) | 5.6 | 1.78 (0.56–5.66) | 5.1 | 0.88 (0.31–2.50) | |
| MPG location 4 | 10.3 | 1.99 (1.04–3.83) | 11.1 | 2.07 (1.16–3.68) | 7.4 | 2.32 (0.57–9.38) | 7.3 | 1.23 (0.45–3.40) | |
| MPG location 5 | 6.7 | reference | 6.9 | reference | 4.2 | reference | 6.3 | reference | |
| Specialty | Family medicine | 5.4 | reference | 5.9 | reference | 3.1 | reference | 3.7 | reference |
| OBGYN | 7.7 | 1.13 (1.04–1.22) | 7.6 | 1.01 (0.95–1.08) | 6.8 | 2.13 (1.73–2.63) | 9.4 | 2.19 (1.91–2.52) | |
| Internal medicine | 6.5 | 1.32 (1.18–1.47) | 6.7 | 1.25 (1.10–1.42) | 5.4 | 2.37 (1.89–2.97) | 5.5 | 1.57 (1.45–1.70) | |
| Dermatology | 8.4 | 1.72 (1.51–1.97) | 8.7 | 1.69 (1.47–1.95) | 7.3 | 3.29 (2.41–4.50) | 5.5 | 1.47 (1.32–1.63) | |
| Pediatrics | 6.6 | 1.31 (1.06–1.61) | 7.1 | 1.30 (1.07–1.58) | 4.2 | 1.14 (0.53–2.46) | 4.0 | 1.40 (0.67–2.94) | |
| Surgery | 5.8 | 1.04 (0.94–1.16) | 5.7 | 0.95 (0.85–1.07) | 5.3 | 1.98 (1.65–2.37) | 7.4 | 1.89 (1.76–2.03) | |
| Orthopaedic surgery | 9.2 | 1.85 (1.69–2.02) | 9.8 | 1.84 (1.64–2.06) | 5.6 | 4.87 (3.99–5.95) | 5.4 | 1.67 (1.61–1.74) | |
| Neurology | 9.3 | 1.92 (1.62–2.29) | 10.3 | 2.00 (1.62–2.47) | 11.8 | 1.58 (1.09–2.30) | 6.6 | 1.52 (1.36–1.70) | |
| Urology | 8.2 | 1.62 (1.44–1.83) | 9.0 | 1.57 (1.37–1.80) | 3.4 | 2.96 (2.48–3.54) | 5.5 | 1.61 (1.51–1.71) | |
| Other | 8.3 | 1.64 (1.50–1.79) | 8.5 | 1.64 (1.48–1.83) | 7.2 | 2.10 (1.54–2.86) | 6.5 | 1.40 (1.28–1.53) | |
| Provider gender | Female | 7.0 | reference | 7.4 | reference | 6.0 | reference | 5.4 | reference |
| Male | 7.0 | 1.01 (0.94–1.08) | 7.3 | 1.01 (0.93–1.10) | 5.6 | 0.91 (0.73–1.12) | 5.5 | 1.01 (0.94–1.09) | |
| Years in practice | ≤ 10 years | 8.5 | 1.24 (1.08–1.42) | 8.8 | 1.22 (1.06–1.40) | 7.4 | 1.28 (0.98–1.66) | 7.3 | 1.45 (1.15–1.82) |
| 11–20 years | 6.4 | reference | 6.7 | reference | 5.7 | reference | 5.1 | reference | |
| 21–30 years | 6.9 | 1.13 (1.02–1.25) | 7.3 | 1.15 (1.04–1.28) | 5.1 | 0.89 (0.61–1.31) | 5.3 | 1.07 (1.00–1.14) | |
| 30+ years | 7.0 | 1.23 (1.09–1.39) | 7.4 | 1.25 (1.08–1.44) | 6.1 | 1.24 (0.94–1.62) | 5.1 | 1.15 (0.95–1.38) | |
| Study group | Pre-COVID in-person | 7.3 | 1.26 (1.13–1.41) | – | – | – | – | – | – |
| COVID in-person | 5.8 | 0.94 (0.83–1.06) | – | – | – | – | – | – | |
| COVID telehealth | 5.5 | reference | – | – | – | – | – | – | |
OR, odds ration; CI, confidence interval; MPG, Multispecialty physician group; OBGYN, obstetrics/gynecology.