Patient Satisfaction Survey

SECTION 1
Background
Methods
Results

SECTION 2
Between Subject Factors
Descriptive Statistics
Tests of Between Subject Effects

SATISFACTION PROFILE PLOTS
No Wait
After 15 Min Wait
After 16-30 Min Wait
After 31-45 Min Wait
After 46-60 Min Wait
After > 60 Min Wait

SECTION 4

Title 3
Title 4
Title 5
Title 6

SECTION 1

Background

This page presents and compares satisfaction results for the Family Practice Clinic for three DoD services- Army, Air Force, and Navy. It uses an existing data set found here.

Methods

Descriptive Statistics were calculated and a univarite linear model was used to compute mean responses as a function of both Waiting Time (time spent waiting for provider) and Time Spent with Provider.

Results

The results of the statistical analysis are discussed below.

Univariate Analysis of Variance

**Notes**
Output Created		20-MAY-2002 14:52:07
Comments
Input	Data	C:\Documents and Settings\hillmerc\Desktop\Baylor Briefcase\4th Quarter\HAIN 5392\mpsrgx.sav
	Filter	<none>
	Weight	<none>
	Split File	<none>
	N of Rows in Working Data File	1137
Missing Value Handling	Definition of Missing	User-defined missing values are treated as missing.
Missing Value Handling	Cases Used	Statistics are based on all cases with valid data for all variables in the model.
Syntax		UNIANOVA q12 BY q8 q3g mservice /METHOD = SSTYPE(3) /INTERCEPT = INCLUDE /PLOT = PROFILE( q3gmserviceq8 ) /PRINT = DESCRIPTIVE ETASQ /CRITERIA = ALPHA(.05) /DESIGN = q8 q3g mservice q8q3g q8mservice q3gmservice q8q3g*mservice .
Resources	Elapsed Time	0:00:02.03

SECTION 2

**Between-Subjects Factors**
		Value Label	N
HOW LONG WAIT FOR PROVIDER	1	DID NOT WAIT	196
	2	1-15 MIN	496
	3	16-30 MIN	231
	4	31-45 MIN	72
	5	46-60 MIN	32
	6	>60 MIN	11
AMOUNT OF TIME WITH PROVIDER & STAFF	1	POOR	18
	2	FAIR	73
	3	GOOD	206
	4	VERY GOOD	320
	5	EXCELLENT	421
MSERVICE	1	ARMY	319
	2	AIR FORCE	228
	3	NAVY	491

The table above provides a breakdown of the responses (n=1038) for the time spent waiting for the provider and a rating for the time spent with the provider and staff in the Family Care Clinic in all military treatment facilities. Of the responses provided, 319 were Army service members, 228 were Air Force, and 491 were Navy service members.

**Descriptive Statistics**
Dependent Variable: SATISFIED W CLINIC DURING THIS VISIT
HOW LONG WAIT FOR PROVIDER	AMOUNT OF TIME WITH PROVIDER & STAFF	MSERVICE	Mean	Std. Deviation	N
DID NOT WAIT	POOR	Navy	1.00	.	1
	POOR	Total	1.00	.	1
	FAIR	Navy	5.33	.577	3
		Army	5.00	.000	4
		Air Force	4.50	2.121	2
		Total	5.00	.866	9
	GOOD	Navy	5.83	.577	12
		Army	5.67	.500	9
		Air Force	5.25	1.500	4
		Total	5.68	.748	25
	VERY GOOD	Navy	6.05	1.253	22
		Army	5.85	1.226	20
		Air Force	6.62	.506	13
		Total	6.11	1.133	55
	EXCELLENT	Navy	6.62	1.105	52
		Army	6.83	.381	24
		Air Force	6.20	1.495	30
		Total	6.55	1.139	106
	Total	Navy	6.27	1.252	90
		Army	6.18	.984	57
		Air Force	6.16	1.375	49
		Total	6.21	1.209	196
1-15 MIN	POOR	Navy	4.00	.	1
		Army	2.00	.000	3
		Air Force	1.00	.	1
		Total	2.20	1.095	5
	FAIR	Navy	5.33	1.225	9
		Army	4.75	1.603	12
		Air Force	5.50	.707	2
		Total	5.04	1.397	23
	GOOD	Navy	5.61	.812	49
		Army	5.69	1.011	26
		Air Force	5.21	.976	19
		Total	5.55	.911	94
	VERY GOOD	Navy	6.18	.556	77
		Army	6.29	.617	48
		Air Force	6.09	1.215	34
		Total	6.19	.759	159
	EXCELLENT	Navy	6.58	.667	101
		Army	6.52	1.280	66
		Air Force	6.52	.967	48
		Total	6.55	.955	215
	Total	Navy	6.19	.811	237
		Army	6.08	1.319	155
		Air Force	6.07	1.248	104
		Total	6.13	1.087	496
16-30 MIN	POOR	Navy	4.50	2.121	2
		Army	2.00	.	1
		Air Force	5.00	.000	2
		Total	4.20	1.643	5
	FAIR	Navy	4.40	1.454	15
		Army	4.83	.983	6
		Air Force	4.33	1.862	6
		Total	4.48	1.424	27
	GOOD	Navy	5.79	.426	14
		Army	5.65	.813	20
		Air Force	4.92	1.656	13
		Total	5.49	1.081	47
	VERY GOOD	Navy	5.94	.475	36
		Army	5.81	1.096	26
		Air Force	5.40	1.056	15
		Total	5.79	.864	77
	EXCELLENT	Navy	5.79	1.689	39
		Army	6.52	.602	21
		Air Force	6.00	1.512	15
		Total	6.04	1.447	75
	Total	Navy	5.62	1.320	106
		Army	5.84	1.086	74
		Air Force	5.31	1.503	51
		Total	5.62	1.303	231
31-45 MIN	POOR	Navy	3.00	.000	3
	POOR	Total	3.00	.000	3
	FAIR	Navy	4.33	.516	6
		Army	5.33	.577	3
		Air Force	4.00	.000	2
		Total	4.55	.688	11
	GOOD	Navy	5.00	1.118	9
		Army	5.33	1.211	6
		Air Force	5.50	1.604	8
		Total	5.26	1.287	23
	VERY GOOD	Navy	6.10	.876	10
		Army	5.89	.333	9
		Air Force	6.00	.	1
		Total	6.00	.649	20
	EXCELLENT	Navy	6.43	.535	7
		Army	4.67	3.215	3
		Air Force	4.60	3.286	5
		Total	5.47	2.356	15
	Total	Navy	5.31	1.301	35
		Army	5.48	1.289	21
		Air Force	5.06	2.112	16
		Total	5.31	1.498	72
46-60 MIN	FAIR	Navy	4.50	.707	2
		Army	5.00	.	1
		Total	4.67	.577	3
	GOOD	Navy	5.33	1.633	6
		Army	5.33	1.033	6
		Air Force	4.67	.577	3
		Total	5.20	1.207	15
	VERY GOOD	Navy	6.00	.000	2
		Army	5.00	.000	2
		Air Force	6.00	.	1
		Total	5.60	.548	5
	EXCELLENT	Navy	5.75	.957	4
		Army	7.00	.	1
		Air Force	6.00	1.155	4
		Total	6.00	1.000	9
	Total	Navy	5.43	1.222	14
		Army	5.40	.966	10
		Air Force	5.50	1.069	8
		Total	5.44	1.076	32
>60 MIN	POOR	Navy	1.00	.000	3
		Army	6.00	.	1
		Total	2.25	2.500	4
	GOOD	Navy	6.00	.000	2
	GOOD	Total	6.00	.000	2
	VERY GOOD	Navy	5.33	.577	3
		Army	6.00	.	1
		Total	5.50	.577	4
	EXCELLENT	Navy	7.00	.	1
	EXCELLENT	Total	7.00	.	1
	Total	Navy	4.22	2.489	9
		Army	6.00	.000	2
		Total	4.55	2.339	11
Total	POOR	Navy	2.60	1.647	10
		Army	2.80	1.789	5
		Air Force	3.67	2.309	3
		Total	2.83	1.724	18
	FAIR	Navy	4.71	1.226	35
		Army	4.88	1.177	26
		Air Force	4.50	1.508	12
		Total	4.74	1.248	73
	GOOD	Navy	5.60	.852	92
		Army	5.61	.904	67
		Air Force	5.15	1.302	47
		Total	5.50	1.001	206
	VERY GOOD	Navy	6.08	.710	150
		Army	6.03	.899	106
		Air Force	6.03	1.112	64
		Total	6.05	.864	320
	EXCELLENT	Navy	6.42	1.091	204
		Army	6.54	1.149	115
		Air Force	6.24	1.429	102
		Total	6.41	1.199	421
	Total	Navy	5.96	1.181	491
		Army	5.98	1.208	319
		Air Force	5.83	1.446	228
		Total	5.94	1.252	1038

**Tests of Between-Subjects Effects**
Dependent Variable: SATISFIED W CLINIC DURING THIS VISIT
Source	Type III Sum of Squares	df	Mean Square	F	Sig.	Partial Eta Squared
Corrected Model	569.212(a)	72	7.906	7.225	.000	.350
Intercept	3188.341	1	3188.341	2913.686	.000	.751
Q8= WAIT FOR PROVIDER	9.517	5	1.903	1.739	.123	.009
Q3G= TIME SPENT WITH PROVIDER	146.510	4	36.628	33.472	.000	.122
MILITARY SERVICE	3.423	2	1.712	1.564	.210	.003
Q8 * Q3G	39.207	18	2.178	1.991	.008	.036
Q8 * MILITARY SERVICE	19.122	9	2.125	1.942	.043	.018
Q3G * MILITARY SERVICE	10.804	8	1.351	1.234	.275	.010
Q8 * Q3G * MILITARY SERVICE	58.410	26	2.247	2.053	.002	.052
Error	1055.964	965	1.094
Total	38241.000	1038
Corrected Total	1625.176	1037
a R Squared = .350 (Adjusted R Squared = .302)

The above data indicates that for patient satisfaction, there is statistical significance for the amount of time spent with the provider, but not for how long the patient had to wait for the provider.

Profile Plots

AMOUNT OF TIME WITH PROVIDER & STAFF * MSERVICE * HOW LONG WAIT FOR PROVIDER

How long wait for provider = did not wait

This chart indicates that average mean response for patient satisfaction are generally the same across the services for those who did not have to wait to see their provider. It also indicates that as their rating for the time spent with staff increased, so did their overall satisfaction with the clinic. From the descriptive statistics above, over 80% of respondents in this category rated the time spent with provider either very good or excellent

How long wait for provider = 1-15 min

This chart also displays a similar trend in satisfaction. Over 75% of respondents rated their satisfaction in the top two categories. Their is large range in the estimated marginal means for the poor rating do to a very small sample size. (n=5).

The vast majority of respondents experienced a wait time of less than 30 minutes in the Primary Care Clinic. From the descriptive statistics, over 70% of respondents (n=1038) experienced a wait time of 30 minutes or less.

How long wait for provider = 31-45 min

How long wait for provider = 46-60 min

How long wait for provider = >60 min

It is important to note that for this category, the Air Force had no respondents who had to wait over 60 minutes to see their provider.