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Abstract #153050

Yoon-Ho Seol, PhD¹, Carole Ferrang², Genny Carrillo-Zuniga, MD, MPH, ScD³, and Miguel A. Zuniga, MD, DrPH³. (1) Department of Health Informatics, Medical College of Georgia, 1120 15th Street, Building AI-1013, Augusta, GA 30912, 706-721-3436, yseol@mcg.edu, (2) Office of Outcomes Management, MCG Health, Inc., 1120 15th Street, BI-4236, Augusta, GA 30912, (3) Texas A&M Health Science Center, 2101 South McColl Road, McAllen, TX 78503

This study presents development of an Internet-based data mining tool to enhance healthcare providers' understanding of patients' experience with our facility and services. Our previous study examined patient satisfaction across interacting service units indicated by mail survey data to create a view from the continuum of care perspective. Based on previous efforts, we built a web-based tool to support an informed, data-driven decision making approach for the delivery of outstanding health care.

In this study, we focus on five types of care services: outpatient, inpatient, test and treatment, ambulatory surgery, and emergency services. The primary goal of the study is to determine factors that could derive meaningful changes in patient satisfaction for each service type. We select the survey questions associated with the overall assessment section of the study as dependent variables and use other questions as independent variables. The relationships between the variables are tested using different data mining attribute selection algorithms, as well as statistical correlation analysis. The outcomes provide weights for the questions when computing overall satisfaction levels within and across the service types. Our web-based application also provides a dynamic simulated profile for patient satisfaction utilizing the users' input, which would help an organization conduct comparative, predictive analysis for enhanced quality management.

As a means to assess quality and performance of patient care, analyzing determinants related to levels of patient satisfaction provides valuable insight toward evidence-based decision making, thereby enabling improved care services that are responsive to the patients' needs.

Learning Objectives:

• 1) Recognize significant indicators related to patient satisfaction in the context of a continuum of quality care
• 2) Understand the diversity observed in key factors crucial to improving quality of health care
• 3) Assess the issues related to the development of a web-based tool to facilitate detailed analysis of patient satisfaction across care services

Presenting author's disclosure statement:

Any relevant financial relationships? No
Any institutionally-contracted trials related to this submission?

I agree to comply with the American Public Health Association Conflict of Interest and Commercial Support Guidelines, and to disclose to the participants any off-label or experimental uses of a commercial product or service discussed in my presentation.