Skip to main content Accessibility help

Key drivers of patient experience in ambulatory paediatric cardiology

  • Shalini D. Allam (a1), Mary Mehta (a2), Bertha Ben Khallouq (a1), James F. Burrows (a3) and Paul Rosen (a4)...


Patient experience is becoming a central focus of healthcare. A broad range of studies on how to increase patient satisfaction ratings exists; however, they lack the specificity to adequately guide physicians and hospitals on how to improve patient experience. The objective of this study was to define the aspects of patient experience within paediatric cardiologist practices that can serve as predictors of excellent patient satisfaction. From 1 January, 2013 to 28 February, 2015 (26 months), outpatients who visited paediatric cardiologists were asked to complete a 39-question patient satisfaction survey regarding their experience. Surveys were collected over a 26-month period by Press Ganey, an independent provider of patient satisfaction surveys. Participants were asked to rate their experience on a 1–5 Likert-scale: a score of 1 demonstrated a “poor” experience, whereas a score of 5 demonstrated a “very good” experience. This retrospective study of 2468 responses determined that cheerfulness of the practice (r=0.85, p<0.001), a cohesive staff (r=0.83, p<0.001), and a care provider explaining problems and conditions (r=0.81, p<0.001) were key aspects of a paediatric cardiologist’s practice that can be used as predictors of overall patient satisfaction. Awareness of how doctors can personalise a patient’s experience is vital to achieve greater patient satisfaction and, ultimately, better patient outcomes.


Corresponding author

Correspondence to: M. Mehta, MD, Nemours Children’s Specialty Care, Pensacola, 5153 N. 9th Ave, Pensacola, FL 32504, United States of America. Tel: +850 505 4773; Fax: +850 473 4505; E-mail:


Hide All
1. Detsky, J, Shaul, RZ. Incentives to increase patient satisfaction: are we doing more harm than good? CMAJ 2013; 185: 11991200.
2. Fenton, JJ, Jerant, AF, Bertakis, KD, Franks, P. The cost of satisfaction: a national study of patient satisfaction, health care utilization, expenditures, and mortality. Arch Intern Med 2012; 172: 405411.
3. Centers for Medicare & Medicaid Services. Data Brief: Evaluation of National Distributions of Overall Hospital Quality Star Ratings. Published July, 2016. Accessed January 22, 2017.
4. Glickman, SW, Boulding, W, Manary, M, et al. Patient satisfaction and its relationship with clinical quality and inpatient mortality in acute myocardial infarction. Circ Cardiovasc Qual Outcomes 2010; 3: 188195.
5. Thiedke, CC. What do we really know about patient satisfaction? Fam Pract Manag 2007; 14: 3336.
6. Beach, MC, Sugarman, J, Johnson, RL, Arbelaez, JJ, Duggan, PS, Cooper, LA. Do patients treated with dignity report higher satisfaction, adherence, and receipt of preventive care? Ann Fam Med 2005; 3: 331338.
7. Homer, CJ, Marino, B, Cleary, PD, et al. Quality of care at a children’s hospital: the parent’s perspective. Arch Pediatr Adolesc Med 1999; 153: 11231129.
8. Nichols, P, Horner, B, Fyfe, K. Understanding and improving communication processes in an increasingly multicultural aged care workforce. J Aging Stud 2015; 32: 2331.
9. Boulding, W, Glickman, SW, Manary, MP, Schulman, KA, Staelin, R. Relationship between patient satisfaction with inpatient care and hospital readmission within 30 days. Am J Manag Care 2011; 17: 4148.
10. Otani, K, Kurz, RS, Harris, LE. Managing primary care using patient satisfaction measures. J Healthc Manag 2005; 50: 311324; discussion 324–315.
11. Sinsky, CA, Willard-Grace, R, Schutzbank, AM, Sinsky, TA, Margolius, D, Bodenheimer, T. In search of joy in practice: a report of 23 high-functioning primary care practices. Ann Fam Med 2013; 11: 272278.
12. Dorr Goold, S, Lipkin, M Jr. The doctor-patient relationship: challenges, opportunities, and strategies. J Gen Intern Med 1999; 14 (Suppl 1): S26S33.



Altmetric attention score

Full text views

Total number of HTML views: 0
Total number of PDF views: 0 *
Loading metrics...

Abstract views

Total abstract views: 0 *
Loading metrics...

* Views captured on Cambridge Core between <date>. This data will be updated every 24 hours.

Usage data cannot currently be displayed