Modeling the communication-satisfaction relationship in hospital patients

Area of Science:

• Healthcare Management
• Patient Experience Research
• Health Services Research

Background:

• Patient satisfaction is strongly linked to communication with medical professionals.
• Previous research faced challenges due to conceptual and methodological limitations.
• A comprehensive approach is needed to understand the patient communication-satisfaction relationship.

Purpose of the Study:

• To determine the multidimensional structure of the Picker Patient Experience-15 questionnaire.
• To test a model linking patient communication dimensions to overall patient satisfaction.
• To investigate the interrelationships among communication with patient, communication with family, addressing fears/concerns, and preparation for discharge.

Main Methods:

• A single time point design utilizing administrative and questionnaire data.
• Analysis of 54,686 inpatient records from a Swiss University Hospital over 5 years.
• Confirmatory factor analysis and structural equation modeling of Picker Patient Experience-15 (PPE-15) data from 41% of eligible patients.

Main Results:

• The Picker Patient Experience-15 demonstrated a robust five-factor structure: communication with patient, communication with family, addressing fears/concerns, preparation for discharge, and patient satisfaction.
• Structural equation modeling supported the hypothesized network of associations between communication dimensions and patient satisfaction.
• All hypothesized relationships were confirmed, except for the link between preparation for discharge and patient satisfaction.

Conclusions:

• Patient satisfaction is a multifaceted phenomenon that requires in-depth understanding.
• The validated Picker Patient Experience-15 provides a comprehensive tool for assessing patient experience.
• Effective communication across multiple dimensions is crucial for enhancing patient satisfaction.