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{
    "pk": 15978,
    "title": "Monetary Resident Incentives: Effect on Patient Satisfaction in an Academic Emergency Department",
    "subtitle": null,
    "abstract": "Patient satisfaction must be a priority in emergency departments (EDs). The care provided by residents forms much of the patient contact in academic EDs.\n\n\nObjective: To determine if monetary incentives for emergency medicine (EM) residents improve patient satisfaction scores on a mailed survey.\n\n\nMethods: The incentive program ran for nine months, 199-2000. Press-Ganey survey responses from ED patients in 456 hospitals; 124 form a peer group of larger, teaching hospitals. Questions relate to: 1) waiting time, 2) taking the problem seriously, 3) treatment information, 4) home care concerns, 5) doctor’s courtesy, and 6) concern with comfort. A 5-point Likert scale ranges from “very poor” (0 points) to “very good” (100) Raw score is the weighted mean, converted to a percentile vs. the peer group. Incentives were three-fold: a year-end event for the EM residents if 80th percentile results were achieved; individual incentives for educational materials of $50/resident (50th percentile), $100 (60th), $150 (70th), or $200 (80th); discount cards for the hospital’s espresso cart. These were distributed by 11 EM faculty (six cards/month) as rewards for outstanding interactions. Program cost was <$8,000, from patient-care revenue. Faculty had similar direct incentives, but nursing and staff incentives were ill defined and indirect.\n\n\nResults: Raw scores ranged from 66.1 (waiting time) to 84.3 (doctor’s courtesy) (n=509 or ~7.2% of ED volume). Corresponding percentiles were 20th-43rd (mean=31st). We found no difference between the overall scores after the incentives, but three of the six questions showed improvement, with one, “doctors’ courtesy,” reaching 53rd percentile reward.\n\n\nConclusions: Incentives are a novel idea to improve patient satisfaction, but did not foster overall Press-Ganey score improvement. We did find a trend toward improvement for doctor patient interaction scores. Confounding variables, such as increasing patient census, could account for inability to demonstrate positive effect.",
    "language": "en",
    "license": {
        "name": "none",
        "short_name": "none",
        "text": "",
        "url": "http://google.com"
    },
    "keywords": [],
    "section": "Article",
    "is_remote": true,
    "remote_url": "https://escholarship.org/uc/item/8mz614s0",
    "frozenauthors": [
        {
            "first_name": "Mark",
            "middle_name": "I",
            "last_name": "Langdorf",
            "name_suffix": "",
            "institution": "Division of Emergency Medicine, University of California, Irvine",
            "department": "None"
        },
        {
            "first_name": "A.",
            "middle_name": "Antoine",
            "last_name": "Kazzi",
            "name_suffix": "",
            "institution": "Division of Emergency Medicine, University of California, Irvine",
            "department": "None"
        },
        {
            "first_name": "Rakesh",
            "middle_name": "S.",
            "last_name": "Marwah",
            "name_suffix": "",
            "institution": "Division of Emergency Medicine, University of California, Irvine",
            "department": "None"
        },
        {
            "first_name": "John",
            "middle_name": "",
            "last_name": "Bauche",
            "name_suffix": "",
            "institution": "Division of Emergency Medicine, University of California, Irvine",
            "department": "None"
        }
    ],
    "date_submitted": "2008-04-27T11:00:00+04:00",
    "date_accepted": "2008-04-27T11:00:00+04:00",
    "date_published": "2005-01-01T11:00:00+03:00",
    "render_galley": null,
    "galleys": [
        {
            "label": "",
            "type": "pdf",
            "path": "https://journalpub.escholarship.org/westjem/article/15978/galley/8010/download/"
        }
    ]
}