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- Title
Do Unmet Expectations for Specific Tests, Referrals, and New Medications Reduce Patients’ Satisfaction?
- Authors
Peck, B. Mitchell; Ubel, Peter A.; Roter, Debra L.; Goold, Susan Dorr; Asch, David A.; Jeffreys, Amy S.; Grambow, Steven C.; Tulsky, James A.
- Abstract
Patient-centered care requires clinicians to recognize and act on patients’ expectations. However, relatively little is known about the specific expectations patients bring to the primary care visit.To describe the nature and prevalence of patients’ specific expectations for tests, referrals, and new medications, and to examine the relationship between fulfillment of these expectations and patient satisfaction.Prospective cohort study.VA general medicine clinic.Two hundred fifty-three adult male outpatients seeing their primary care provider for a scheduled visit.Fifty-six percent of patients reported at least 1 expectation for a test, referral, or new medication. Thirty-one percent had 1 expectation, while 25% had 2 or more expectations. Expectations were evenly distributed among tests, referrals, and new medications (37%, 30%, and 33%, respectively). Half of the patients who expressed an expectation did not receive one or more of the desired tests, referrals, or new medications. Nevertheless, satisfaction was very high (median of 1.5 for visit-specific satisfaction on a 1 to 5 scale, with 1 representing“excellent”). Satisfaction was not related to whether expectations were met or unmet, except that patients who did not receive desired medications reported lower satisfaction.Patients’ expectations are varied and often vague. Clinicians trying to implement the values of patient-centered care must be prepared to elicit, identify, and address many expectations.J GEN INTERN MED 2004;19:1080–1087.
- Subjects
PATIENT-professional relations; PATIENTS; EVALUATION of medical care; MEDICAL personnel; PRIMARY care; PATIENT satisfaction
- Publication
JGIM: Journal of General Internal Medicine, 2004, Vol 19, Issue 11, p1080
- ISSN
0884-8734
- Publication type
Article
- DOI
10.1111/j.1525-1497.2004.30436.x