Pelletier D, Green-Demers I, Collerette P, Heberer M. Modeling the communication-satisfaction relationship in hospital patients.
SAGE Open Med 2019;
7:2050312119847924. [PMID:
31069079 PMCID:
PMC6492352 DOI:
10.1177/2050312119847924]
[Citation(s) in RCA: 5] [Impact Index Per Article: 1.0] [Reference Citation Analysis] [Abstract] [Key Words] [Track Full Text] [Download PDF] [Figures] [Journal Information] [Subscribe] [Scholar Register] [Received: 01/09/2019] [Accepted: 04/02/2019] [Indexed: 01/14/2023] Open
Abstract
Objectives:
Although it has long been known that communication with medical professionals
presents a strong relationship with patient satisfaction, research on this
topic has been hindered by conceptual and methodological issues (e.g.
single-item measures, inclusion of idiosyncratic patient characteristics,
etc.). Using a more comprehensive and integrated approach, this study had
two objectives: to document the multidimensional structure of the Picker
Patient Experience–15, and to test a patient communication/satisfaction
model that organizes its dimensions in a conceptually logical array of
relationships. First, the factorial structure of the Picker Patient
Experience–15 was hypothesized to comprise five dimensions: communication
with patient, with family, addressing fears/concerns, preparation for
discharge, and patient satisfaction. Second, the hypothesized model included
positive relationships between all four communications dimensions, on the
one hand, and patient satisfaction, on the other. Within communication
dimensions, communication with patient was hypothesized to be the incipient
factor for other dimensions, and thus to be positively associated with the
other three forms of communication.
Methods:
This research is based on a single time point design, which relied on
administrative and questionnaire data. The study was conducted at a large
University Hospital in Switzerland. The sample included 54,686 patients who
received inpatient treatment, excluding those who were cared for in the
intensive and intermediate care units. Patients filled out, over a 5-year
period, the Picker Patient Experience questionnaire (PPE-15) after discharge
(overall response rate of 41%).
Results:
The proposed five-factor structure of the Picker Patient Experience–15 was
successfully supported by the results of a confirmatory factor analysis.
Moreover, the hypothesized network of associations between communication and
satisfaction latent constructs was substantiated using structural equation
modeling. With the exception of the association between preparation for
discharge and patient satisfaction, the hypothesized model was fully
corroborated.
Conclusion:
A more in-depth understanding of patient satisfaction can be achieved when it
is studied as a multifaceted phenomenon.
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