Effect of Introducing a PROMs and PREMs System on Patient Satisfaction with Doctors, Hospitals and Insurance Providers
Authors List
Zhu, E., Auckland, New Zealand
Child, S., Auckland, New Zealand
Greissworth, R., Auckland, New Zealand
Martin, G., Auckland, New Zealand
Ogilvie, R., Auckland, New Zealand
Introduction: The measurement of patient-reported outcome measures (PROMs) and patient-reported experience measures (PREMs) has the capacity to enhance the care of patients. We describe the first use of PROMs and PREMs surveyed in conjunction with consumer satisfaction.
Aims: To report the effect of an introduction of measurement program on patient satisfaction with their medical provider, hospital, and insurance provider. Additionally, we hypothesized that insurance satisfaction was dependent on cost of procedure and amount of insurance coverage.
Methods: Since 2016, all patients with Southern Cross health insurance that submit surgical claims were enrolled. Each patient received the Outcomes and Experiences Questionnaire (OEQ)[1], EuroQol 5 Dimensions (EQ-5D)[2], and Net Promoter Score (NPS)[3] within ninety days of surgery via email. Comparisons were analysed with one-way analysis of variance (ANOVA) and insurance provider satisfaction with coverage and cost was analysed with correlation using Excel.
Results: Among the 73,868 patients who completed the survey, NPS for doctors, hospitals, and insurance provider trends showed statistically significant improvement as the program has matured, 1.0% (F=43.2 p<0.0001), 1.9% (F=3.8, p<0.0001), 0.7% (F=22.8, p<0.0001) respectively. The NPS with insurance provider was not correlated with total price of procedure or total insurance coverage of claim (r2=0.042, r2=0.022).
Conclusion: Overall, patients undergoing elective surgery procedures in the private health care market in New Zealand are satisfied. Satisfaction increased with introduction and maturity of a measurement program, irrespective of procedure cost and coverage.
[1] Gibbons, Elizabeth & Hewitson, Paul & Morley, David & Jenkinson, Crispin & Fitzpatrick, Raymond. (2014). The Outcomes and Experience Questionnaire: Development and Evaluation. Quality of Life Research. 23. 38-38.
[2] Rabin, R., & de Charro, F. (2001). EQ-5D: a measure of health status from the EuroQol Group. Annals of medicine, 33(5), 337–343. doi:10.3109/07853890109002087
[3] Reichheld, Frederick. (2003). “One number you need to grow.” Harvard Business Review.
Zhu, E., Auckland, New Zealand
Child, S., Auckland, New Zealand
Greissworth, R., Auckland, New Zealand
Martin, G., Auckland, New Zealand
Ogilvie, R., Auckland, New Zealand
Introduction: The measurement of patient-reported outcome measures (PROMs) and patient-reported experience measures (PREMs) has the capacity to enhance the care of patients. We describe the first use of PROMs and PREMs surveyed in conjunction with consumer satisfaction.
Aims: To report the effect of an introduction of measurement program on patient satisfaction with their medical provider, hospital, and insurance provider. Additionally, we hypothesized that insurance satisfaction was dependent on cost of procedure and amount of insurance coverage.
Methods: Since 2016, all patients with Southern Cross health insurance that submit surgical claims were enrolled. Each patient received the Outcomes and Experiences Questionnaire (OEQ)[1], EuroQol 5 Dimensions (EQ-5D)[2], and Net Promoter Score (NPS)[3] within ninety days of surgery via email. Comparisons were analysed with one-way analysis of variance (ANOVA) and insurance provider satisfaction with coverage and cost was analysed with correlation using Excel.
Results: Among the 73,868 patients who completed the survey, NPS for doctors, hospitals, and insurance provider trends showed statistically significant improvement as the program has matured, 1.0% (F=43.2 p<0.0001), 1.9% (F=3.8, p<0.0001), 0.7% (F=22.8, p<0.0001) respectively. The NPS with insurance provider was not correlated with total price of procedure or total insurance coverage of claim (r2=0.042, r2=0.022).
Conclusion: Overall, patients undergoing elective surgery procedures in the private health care market in New Zealand are satisfied. Satisfaction increased with introduction and maturity of a measurement program, irrespective of procedure cost and coverage.
[1] Gibbons, Elizabeth & Hewitson, Paul & Morley, David & Jenkinson, Crispin & Fitzpatrick, Raymond. (2014). The Outcomes and Experience Questionnaire: Development and Evaluation. Quality of Life Research. 23. 38-38.
[2] Rabin, R., & de Charro, F. (2001). EQ-5D: a measure of health status from the EuroQol Group. Annals of medicine, 33(5), 337–343. doi:10.3109/07853890109002087
[3] Reichheld, Frederick. (2003). “One number you need to grow.” Harvard Business Review.
