Development and validation of the tool to assess inpatient satisfaction with care from hospitalists

Abstract

OBJECTIVES: To develop and validate a new inpatient satisfaction metric to assess patients' perceptions of hospitalist performance. PATIENTS AND METHODS: We developed the Tool to Assess Inpatient Satisfaction with Care from Hospitalists (TAISCH) by building upon the theoretical underpinnings of the quality of care measures that the Society of Hospital Medicine endorses. TAISCH was completed by inpatients at an academic institution between September 2012 and December 2012 after they had been cared for by the same hospitalist provider for at least 2 consecutive days. Content, internal structure, and convergent/discriminant validity evidence were assessed for TAISCH. RESULTS: A total of 203 patients each rated 1 of our 29 hospitalists (patient response rate: 88%). Factor analyses resulted in a single factor with 15 items. Reliability of TAISCH was good (Cronbach's α = .88). The hospitalists' average TAISCH score ranged from 3.25 to 4.28 (mean [standard deviation] = 3.82 [0.24]; possible score range: 1-5). The relationship between TAISCH with a validated empathy scale and a global provider satisfaction question revealed significant positive associations (β = 12.2, and β = 11.2 respectively, both P < 0.001). At the provider level, no significant correlation was noted between the Press Ganey Physician score and TAISCH (r = 0.91, P = 0.51). CONCLUSION: TAISCH collects patient satisfaction data that are attributable to specific hospitalist providers. The timeliness of the TAISCH data collection also makes real-time service recovery possible, which is unachievable with other commonly used patient satisfaction metrics.