Outpatient Satisfaction: The Role of Nominal versus Perceived Communication
Outpatient Satisfaction: The Role of Nominal versus Perceived Communication
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DOI：
10.1111/j.1475-6773.2009.01001.x
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发表时间：
2009-10-01
影响因子：
3.4
通讯作者：
Mangione-Smith, Rita
中科院分区：
文献类型：
--
作者：
Beckett, Megan K.;Elliott, Marc N.;Mangione-Smith, Rita
ObjectiveTo探讨父母和编码器的沟通事件与父母satisfaction. StudySettingFiveenthundred 22 pediatrician-patient encounters. StudyDesignParents的评估的同时关联访问后的满意度与护理和是否发生四个沟通事件。评分者还对录像带中的交流事件进行了编码。多变量分析预测父母satisfaction.Principal FindingsSatisfaction更大时，父母认为至少有三个通信事件。父母和编码器报告几乎不相关。编码员评估的家长未感知到的沟通事件与家长满意度无关。结论当大部分或所有预期的家长与医生沟通发生时，家长会更满意。一个成功的儿科医生-家长沟通事件是一个家长认识到已经发生的事件，而不仅仅是一个受过训练的观察者说发生了。
ObjectiveTo examine the simultaneous associations of parent and coder assessments of communication events with parent satisfaction.Study SettingFive hundred twenty-two pediatrician-patient encounters.Study DesignParents 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 FindingsSatisfaction 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.ConclusionsParents 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.