The Association Between Physician Race/Ethnicity and Patient Satisfaction: an Exploration in Direct to Consumer Telemedi
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Center for Value-Based Care Research, Cleveland Clinic, 9500 Euclid Ave, G10, Cleveland, OH, USA; 2Cleveland Clinic Lerner College of Medicine, Cleveland, OH, USA; 3Kent State University College of Public Health, Kent, OH, USA; 4Jack, Joseph and Morton Mandel School of Applied Social Sciences, Case Western Reserve University, Cleveland, OH, USA; 5Department of Family Medicine, Cleveland Clinic, Cleveland, OH, USA.
BACKGROUND: Patient satisfaction measures have important implications for physicians. Patient bias against non-White physicians may impact physician satisfaction ratings, but this has not been widely studied. OBJECTIVE: To assess differences in patient satisfaction by physician race/ethnicity. DESIGN: A cross-sectional observational study. PARTICIPANTS: Patients seeking care on a large nationwide direct to consumer telemedicine platform between July 2016 and July 2018 and their physicians. MAIN MEASURES: Patient satisfaction was ascertained immediately following the encounter on scales of 1 to 5 stars and scored two ways: (1) top-box satisfaction (5 stars versus fewer) and (2) dissatisfaction (2 or fewer stars versus 3 or more). To approximate the information patients would use to make assumptions about physician race/ethnicity, four reviewers classified physicians into categories based on physician name and photo. These included White American, Black American, South Asian, Middle Eastern, Hispanic, and East Asian. Mixed effects logistic regression was used to assess differences in patient top-box satisfaction and patient dissatisfaction by physician race/ethnicity, controlling for patient characteristics, prescription receipt, physician specialty, and whether the physician trained in the USA versus internationally. KEY RESULTS: The sample included 119,016 encounters with 390 physicians. Sixty percent were White American, 14% South Asian, 7% Black American, 7% Hispanic, 6% Middle Eastern, and 6% East Asian. Encounters with South Asian physicians (aOR 0.70; 95% CI 0.54–0.91) and East Asian physicians (aOR 0.72; 95% CI 0.53– 0.99) were significantly less likely than those with White American physicians to result in top-box satisfaction. Compared to encounters with White American physicians, those with Black American physicians (aOR 1.72; 95% CI 1.12–2.64), South Asian physicians (aOR 1.77; 95% CI 1.23–2.56), and East Asian physicians (aOR 2.10; Prior Presentation This was presented as a poster at the Society of General Internal Medicine Annual Meeting 2019 in Washington D.C. and at the AcademyHealth Annual Research Meeting 2019 in Washington D.C. Received November 6, 2019 Accepted June 19, 2020
95% CI 1.38–3.20) were more likely to result in patient dissatisfaction. CONCLUSIONS: In our study, patients reported lower satisfaction with some groups of non-White American physicians, which may have implications for their compensation, professional reputation, and job satisfaction. KEY WORDS: patient satisfaction; physician race/ethnicity; telemedicine J Gen Intern Med DOI: 10.1007/s11606-020-06005-8 © Society
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