Location Matters: Type of Hospital Unit Can Influence Medicine Patients' Satisfaction with Physician Communication

Abstract

Payors hold hospitals accountable for patient experience using the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey. The objective was to determine if hospital unit (medicine versus nonmedicine [ie, cardiology, oncology, urology, physical medicine and rehabilitation, and surgery]) influences HCAHPS scores when care is given by the same providers on different units. This retrospective analysis of adult inpatient data (n = 845), included overall hospital satisfaction, staff communication, care and communication from physicians, and discharge communication. Average overall satisfaction was 8.9 out of 10 and length of stay was 4.6 days. Patients treated on nonmedicine units had higher overall satisfaction than those on medicine units (P = 0.02) and higher scores when asked how often doctors listened to the patient carefully (P = 0.002). The type of inpatient unit can influence overall satisfaction and satisfaction with physician communication. Differences in room environment, amenities, and staffing may explain why medicine patients were more satisfied on nonmedicine versus medicine units.