53. The Influence Of Patient And Surgeon Characteristics On Provider Ratings In Plastic Surgery: An Analysis Of 6000 Press Ganey Surveys

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PURPOSE: While patient satisfaction ratings are increasingly used as hospital and provider performance metrics, these ratings may be affected by extraneous factors. This study aimed to assess whether outpatient Press Ganey ratings for plastic surgery providers were tied more to provider or patient characteristics. METHODS: All CG-CAHPS responses for plastic surgery providers from 2017-2023 at a single institution were analyzed. Ordered logistic regression was used to identify characteristics associated with provider ratings. RESULTS: 6,442 surveys from 4,594 patients across 29 plastic surgery providers were analyzed. Across the cohort, 23.2% (N=1,492) rated providers lower than a 10/10. After adjustment, provider characteristics including provider gender, patient-provider gender concordance, and years in practice were not associated with overall provider ratings (all p>0.05). Hand surgery or craniomaxillofacial trauma providers tended to receive lower ratings compared to other plastic surgery subspecialties (both p<0.001). Older patient age [Odds Ratio (OR) 1.02; p<0.001)] was associated with higher ratings. Finally, poorer patient-reported overall health and mental health were associated with lower provider ratings (both p<0.05), CONCLUSION: Press Ganey ratings for plastic surgeons are influenced by patient factors including age and mental health, as well as subspecialty indication, a finding likely attributable to the proportion of patients presenting for trauma compared to elective indications. As satisfaction ratings are increasingly used as performance metrics, adjusted models may be needed to more accurately reflect surgeon performance.

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