Perceptions of health care providers' communication: relationships between patient-centered communication and satisfaction

Health Commun. 2004;16(3):363-83. doi: 10.1207/S15327027HC1603_6.


Specific communication practices of multiple professionals in health care settings can impact patient outcomes. This study, conducted at a large Children's Hospital, sought to determine the extent to which patient-centered communication (PCC) affected satisfaction with communication and with care itself. Parents of child patients (N = 195) reported on the communication practices of physicians, nurses, and hospital staff members during their most recent stay in the hospital. Surveys were completed on site. Health care providers' use of PCC behaviors, especially immediacy and perceived listening, was positively associated with satisfaction with care and with communication. In addition, PCC behaviors were perceived to be used more frequently with children in better health than with children with poorer health status.

MeSH terms

  • Adult
  • Child
  • Child, Hospitalized* / psychology
  • Communication*
  • Consumer Behavior / statistics & numerical data*
  • Female
  • Health Care Surveys
  • Hospitals, Pediatric
  • Humans
  • Male
  • Middle Aged
  • Parents / psychology*
  • Patient-Centered Care*
  • Professional-Family Relations*
  • Professional-Patient Relations
  • Regression Analysis
  • Social Perception
  • United States
  • Visitors to Patients / psychology