Effect of Real-Time Feedback Devices on Primary Care Patient Experience Scores: A Cluster-Randomized Trial

• Main Authors: Kaitlyn Philips DO, MSc, Nina Dadlez MD, MSc, Melissa Fazzari PhD, Shawn Samuel DO, MSc, William Southern MD, MSc, Moonseong Heo PhD, Namita Azad MPH, Michael Drasher BS, Michael L Rinke MD, PhD
• Format: Article
• Language: English
• Published: SAGE Publishing 2021-02-01
• Series: Journal of Patient Experience
• Online Access: https://doi.org/10.1177/2374373521996957
• ISSN: 2374-3743

Patient experience is a critical measure for ambulatory primary care, although it is unclear how to best improve patient experience scores. This study aimed to determine whether use of a real-time feedback (RTF) device improved patient experience scores in a cluster-randomized trial. The primary outcomes were change from baseline in 9 Clinician and Group Consumer Assessment of Healthcare Providers and Systems (CG-CAHPS) question and domain scores most closely related to the RTF questions asked in a linear mixed effects model. There were no observed statistically significant intervention-related differences in CG-CAHPS scores in any of the 9 CG-CAHPS questions or domains ( P = .12-.99). In intervention clinics, there were no statistically significant correlation between CG-CAHPS top box scores and RTF device scores ( P = .23-.98). Clinics in an urban primary care network randomized to receive RTF devices did not significantly improve related CG-CAHPS question or domain scores nor were those scores correlated with RTF device scores. More research is needed to identify effective interventions to improve ambulatory primary care patient experience.