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Relation of satisfaction score with payer class in dermatology patients

Abstract As value-based reimbursement continues to grow as a means of compensation in the US healthcare system, ensuring effective evaluation of patient care is becoming increasingly important. The aim of this study was to systematically collect and review data to identify potential patient bias based on a nonmodifiable patient characteristic, payer type, in patient satisfaction scores from an academic dermatology clinic setting. This retrospective study used Press Ganey self-reported, deidentified patient satisfaction surveys completed at Texas Tech University Health Sciences Center’s outpatient dermatology clinic between January 1, 2010, and December 21, 2021, with a total of 21,408 surveys included in the study. The results found the self-pay/uncompensated group reported the highest mean satisfaction score (96.25%), followed by other government (94.76%), Medicare (94.34%), commercial (92.82%), workers’ comp (88.10%), and Medicaid (82.78%). Analysis of variance resulted in an F value of 3.02 (P < 0.01). This study confirmed the results of existing research suggesting that payer class significantly impacts patient experience scores.