A PROSPECTIVE-STUDY TO ASSESS THE EFFECT OF AMBULATORY TEACHING ON PATIENT SATISFACTION

Purpose. To assess the effect of ambulatory teaching on patients' sati sfaction. Method. In 1996, 103 adult patients presenting to the Walter Reed General Medicine Walk-in Clinic completed a patient-satisfaction questionnaire immediately following their visits, during which they w ere initially seen by a trainee (third-year medical student or intern) and then seen by a faculty preceptor. The questionnaire included five items from the validated Medical Outcomes Study (MOS)-9 questionnaire as well as two open-ended questions. Fourteen staff physicians, 13 st udents (49% of the visits), and 11 interns (51% of the visits) partici pated in the study. Satisfaction was analyzed by level of training, an d the responses from the study patients were compared with the respons es from 372 usual-care (i.e., non-teaching) patients from the same cli nic, using the chi-squared test. Results. The study patients were typi cally pleased with their encounters, rating their overall satisfaction as excellent (61%), very good (29%), or good (9%). Nearly two thirds of the patients rated their satisfaction with waiting time to be very good or excellent. Compared with the usual-care patients, the study pa tients reported equal or greater satisfaction for all five MOS-9 items . Ninety-live percent of the study patients said they would be willing to be seen by a trainee-staff team on future visits. There was no dif ference in patient satisfaction by trainee level. The study patients c ited enhanced interaction (45%), enhanced education (34%), and improve d care (26%) as benefits of trainee-involved care, and increased waiti ng time (18%) and worse care (5%) as drawbacks. Conclusion. The result s of this study suggest that ambulatory teaching does not adversely af fect patient satisfaction, regardless of trainee level, and that patie nts who have been seen by trainee-staff teams are willing to experienc e such encounters again.