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Cited by 233Patient Satisfaction in HealthcarePatient-Provider Communication in HealthcarePrimary Care and Health Outcomes

Patient satisfaction with the clinical encounter: Social psychological determinants

Like, Robert, Zyzanski, Stephen J.·1987·Social Science & Medicine
DOI 10.1016/0277-9536(87)90153-5
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Abstract

Patient-practitioner transactions in the ambulatory setting have become an increasingly important focus for research in recent years. In particular, there is growing interest in providing empirical support for our anecdotal, 'common-sense' notions that clinical encounter experiences are a major determinant of outcomes such as the patient's satisfaction with the encounter. The present study was designed to look at this issue and addressed the following two research questions: Is there a relationship between fulfillment of patient requests for services and patient satisfaction with the clinical encounter? and What degree of satisfaction is explained by the qualities of the encounter as compared to the characteristics of the patient, physician, and system of health care? Four newly-developed instruments were administered to a convenience sample of 144 adult patients and their physicians prior to and following actual visits to a University Family Practice Center. Meeting patients' requests increased their satisfaction with the encounter. At least 19% of the variance in patient satisfaction could be attributed to request fulfillment. The implications of these findings for future research into the doctor-patient relationship are discussed.

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  • Health care providers hold stereotypes based on patient race, class, sex, and other characteristics that influence their interpretation of behaviors and symptoms and their clinical decisions.

    “There is significant evidence that (1) health care providers hold stereotypes—based on patient race, class, sex, and other characteristics4–17—that influence their interpretation of behaviors and symptoms, and their clinical decisions17–25”

    From Reducing Racial Bias Among Health Care Providers: Lessons from Social-Cognitive Psychology (2007) · cites this paper as [11]

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Authors
Like, R., & Zyzanski, S. J.
Affiliations
University of Medicine and Dentistry of New Jersey (US)
Corresponding author
Like, Robert
ORCID
Like, Robert
Venue
Social Science & Medicine
Publisher
Elsevier BV
Published
1987-01
Volume
24
Issue
4
Pages
351-357
ISSN
0277-9536 (ISSN-L)
DOI
10.1016/0277-9536(87)90153-5
OpenAlex
W2021146582
Cited by
233
References
50
Citations by year
2026: 2 · 2025: 1 · 2024: 3 · 2022: 5 · 2021: 1 · 2020: 6 · 2019: 4 · 2017: 1 · 2016: 3 · 2015: 1 · 2014: 10 · 2013: 5 · 2012: 10
FWCI
12.65
Type
journal article
Language
en
Open access
closed
Licence
www.elsevier.com/tdm/userlicense/1.0/ (tdm)
Locations
  • Social Science & Medicine (publishedVersion)
  • PubMed (publishedVersion)
  • RePEc: Research Papers in Economics (submittedVersion)
  • DigitalGeorgetown (Georgetown University Library) (submittedVersion)
Topics
  • Health Sciences › Health Professions › General Health Professions › Patient Satisfaction in Healthcare
  • Health Sciences › Health Professions › General Health Professions › Patient-Provider Communication in Healthcare
  • Health Sciences › Health Professions › General Health Professions › Primary Care and Health Outcomes
Keywords
patient satisfaction, patient encounters, patient requests, request fulfillment, physician-patient relationship, outpatient care, general practice, social-psychological determinants, patient-practitioner interaction
MeSH terms
Adult, Analysis of Variance, Consumer Behavior, Female, Humans, Male, Patient Acceptance of Health Care, Patient Participation, Patients, Physician-Patient Relations, Regression Analysis, Research Design, Socioeconomic Factors

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