Related Experiment Videos

Outpatient satisfaction: the role of nominal versus perceived communication

Megan K Beckett¹, Marc N Elliott, Andrea Richardson

¹RAND Corporation, Santa Monica, CA 90407-2138, USA. beckett@rand.org

Health Services Research

|August 7, 2009

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.

Related Concept Videos

Role of Communication in the Nursing Process II: Planning and Implementation

Role of Communication in the Nursing Process II: Planning and Implementation

Several factors are considered while creating a patient's care plan. Motivation is a factor in improving communication, and patients often require encouragement to try different approaches involving significant change. It is essential to involve the patient and family in decisions about the plan of care to determine whether the suggested methods are acceptable. Consider meeting critical comfort and safety needs before introducing new communication methods and techniques. Allow adequate time for...

Role of Communication in the Nursing Process III: Evaluation and Documentation

Role of Communication in the Nursing Process III: Evaluation and Documentation

A successful patient outcome depends mainly on the evaluation stage of the nursing process. Evaluation determines effectiveness by reviewing what was done previously after the completion of nursing interventions. Every time a healthcare professional steps in or administers treatment, they must reassess or evaluate the action to ensure the intended result. During the evaluation phase, there are three probable patient outcomes:

Levels of Communication I: Intrapersonal, Interpersonal, and Small Group

Levels of Communication I: Intrapersonal, Interpersonal, and Small Group

Interpersonal communication focuses on the exchange of messages between two people.
We can participate in these relationships through verbal, nonverbal, and mediated communication. We engage in verbal communication when we use words during our interaction to convey specific meanings. On the other hand, nonverbal communication refers to various factors that can impact how we understand each other—for example, facial expressions.
We interact with others using mediated technologies like the...

Communication

Communication

Sharing information, concepts, and emotions to foster mutual understanding is communication. The sender, recipient, and transaction must be considered in this manner. The sender is the person who shares the message, the recipient is the person who receives and understands the message, and the transaction is the method used to deliver the message and the variables that affect the communication's context and surroundings. The nurse-client connection is built on therapeutic communication.
Within...

Nursing Evaluation

Nursing Evaluation

The evaluation stage signals the end of the nursing process. The nurse gathers evaluative data to assess whether or not the patient has attained the expected results. Whereas the nurse collects data in the nursing assessment to identify the patient's health concerns, the evaluation stage data determines if the indicated health issues are resolved. Evaluative data collection includes two sections: the data acquired to evaluate patient outcomes and the time criteria for data collection.
Section...

Guidelines for Writing Outcome

Guidelines for Writing Outcome

When developing expected outcomes for a patient care plan, the nurse should adhere to the following recommendations:
Patient outcomes reflect the patient's response to the goal rather than what the nurse aims to achieve. Terminology should be observable and measurable to avoid the reader's interpretation. The desired outcome should be realistic and achievable in the designated care timeframe. Expected outcomes should align with adjunctive therapies. The outcome should enhance care evaluation by...

Articles linked to this work by shared authors, journal, and citation graph.

Feasibility of Using Clinicians to Code the Actionability of Narrative Comments About Patient Experience for Quality Improvement.

Quality management in health care·2026

Use of Claims Data to Screen for Functional Limitations Among Medicare Beneficiaries.

JAMA health forum·2026

Using a Quality Improvement Priority Metric to Promote Uniformly High-Quality Care: An Illustrative Example Using Child HCAHPS Survey Data.

Journal of patient experience·2026

The Patient Experience Divide: How Income Relates to Care Quality in the Primary Care Setting.

Medical care·2026

Prevalence, types, and demographic characteristics associated with major life changes following psychedelic use.

Scientific reports·2026

Hospital Employees View Patient Safety Culture Differently According to Their Role.

Journal of patient safety·2025

See all related articles