Author Affiliations: RAND Corporation and Department of Medicine, Harvard Medical School, and Division of General Internal Medicine, Department of Medicine, Brigham and Women's Hospital, Boston, Massachusetts (Drs Friedberg and Schneider); Blue Cross Blue Shield of Massachusetts, Boston (Dr Safran); Department of Medicine, Tufts University School of Medicine, Boston (Dr Safran); and Department of Health Policy and Management, Harvard School of Public Health, Boston (Dr Schneider).
Fenton and colleagues1 find associations between higher patient experience scores and greater hospitalization rates, total expenditures, and mortality. Their results are puzzling because they conflict with a large literature demonstrating associations between higher patient experience ratings and a variety of favorable outcomes including better medication adherence, better performance on most clinical process measures, reduced hospital use, and lower inpatient mortality rates.2- 5
Friedberg MW, Gelb Safran D, Schneider EC. Satisfied to Death: A Spurious Result?. Arch Intern Med. 2012;172(14):1110-1114. doi:10.1001/archinternmed.2012.2060