Outpatient satisfaction: the role of nominal versus perceived communication
Open accessAbstract
Objective. To examine the simultaneous associations of parent and coder assessments of communication events with parent satisfaction. Study Setting. Five hundred twenty‐two pediatrician–patient encounters. Study Design. Parents reported on post‐visit satisfaction with care and whether four communication events occurred. Raters also coded communication events from videotapes. Multivariate analyses predicted parent satisfaction. Principal Findings. Satisfaction was greater when parents perceived at least three communication events. Parent and coder reports were nearly uncorrelated. Coder‐assessed communication events not perceived by parents were unrelated to parent satisfaction. Conclusions. Parents are more satisfied when most or all of the expected parent–physician communications occur. A successful pediatrician–parent communication event is one that a parent recognizes as having occurred; it is not merely one that a trained observer says occurred.
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While family-provider discussions are highlighted in integrated care literature for pediatric gastroenterology and have been studied in relation to maternal distress and provider satisfaction, empirical research on how they affect parent and child beliefs about abdominal pain causes and treatments is missing.
“Although these family-provider discussions have been emphasized in the literature describing integrated care models in pediatric gastroenterology10,20 and have been examined in relation to maternal distress and satisfaction with the provider,19 empirical investigations of how they may impact parent and child beliefs about the causes and treatments of abdominal pain are lacking.”
From Provider Communication Regarding Psychosocial Factors Predicts Pain Beliefs in Parent and Child (2016) · cites this paper as [20]
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Experimental — accuracy not yet measuredLack of comfort or confidence in discussing psychosocial causes may prevent providers from initiating such discussions.
“Lack of comfort or confidence in discussing potential psychosocial causes of somatic symptoms may prevent medical providers from initiating such discussions.18,20”
From Provider Communication Regarding Psychosocial Factors Predicts Pain Beliefs in Parent and Child (2016) · cites this paper as [20]
The Communication Conduct and Discussion passages address conversations about children's illnesses and parents' perceptions of care, not providers' comfort or confidence in discussing psychosocial causes of somatic symptoms. Searches for psychosocial causes and provider reluctance found no passage addressing the proposed reason for not initiating those discussions; page numbers were not available in our copy. (LLM, conf=0.76)
Experimental — accuracy not yet measuredProviders may be more likely to discuss psychosocial factors and refer to mental health professionals in integrated care settings and when they have frequent contact with mental health providers.
“Providers may be more likely to discuss psychosocial factors and make referrals to mental health professionals in the context of integrated medical-psychological care and when they have direct, frequent contact with one or more mental health providers.10,20”
From Provider Communication Regarding Psychosocial Factors Predicts Pain Beliefs in Parent and Child (2016) · cites this paper as [20]
The Abstract and Results (page numbers unavailable) address communication during pediatric visits and parent satisfaction, not integrated medical-psychological care. Searches for psychosocial discussions, mental-health referrals, and frequent contact with mental-health providers found no passage addressing the claim. (LLM, conf=0.76)
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- Authors
- Beckett, M. K., Elliott, M. N., Richardson, A., & Mangione‐Smith, R.
- Affiliations
- RAND Corporation (US)
- University of Washington (US)
- Corresponding author
- Beckett, Megan K.
- Venue
- Health Services Research
- Publisher
- Wiley
- Published
- 2009-09
- Volume
- 44
- Issue
- 5p1
- Pages
- 1735-1749
- ISSN
- 0017-9124 (ISSN-L)
- 1475-6773
- PMC
- PMC2754557
- OpenAlex
- W2146882704
- Cited by
- 28
- References
- 35
- Citations by year
- 2024: 1 · 2022: 1 · 2020: 1 · 2017: 4 · 2016: 1 · 2015: 2 · 2014: 4 · 2013: 3 · 2012: 2
- FWCI
- 6.66
- Type
- journal article
- Language
- en
- Open access
- bronze
- doi.org
- Locations
- Health Services Research (publishedVersion)
- PubMed Central (publishedVersion)
- PubMed (publishedVersion)
- Funders
- Robert Wood Johnson Foundation (039189)
- Agency for Healthcare Research and Quality (KO2-HS13299-01, K02 HS013299)
- 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 › Medicine › Psychiatry and Mental health › Empathy and Medical Education
- Keywords
- parental satisfaction, communicative events, perceived communication, parent-physician communication, outpatient care
- MeSH terms
- Child, Child, Preschool, Communication, Consumer Behavior, Cross-Sectional Studies, Female, Humans, Infant, Male, Office Visits, Parents, Perception, Professional-Family Relations, Socioeconomic Factors
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