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. 2009 Oct;44(5 Pt 1):1735-49.
doi: 10.1111/j.1475-6773.2009.01001.x. Epub 2009 Jul 27.

Outpatient satisfaction: the role of nominal versus perceived communication

Megan K Beckett  1 , Marc N Elliott, Andrea Richardson, Rita Mangione-Smith
Affiliations

Outpatient satisfaction: the role of nominal versus perceived communication

Megan K Beckett et al. Health Serv Res. 2009 Oct.

Abstract

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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Figure 1
Figure 1
Simplified Conceptual Model of Parent–Provider Communication and Parent Satisfaction
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