Assessment of caregiver expectations of physician communication in a pediatric setting
Abstract Background In pediatrics, communication often occurs through an intermediary such as a caregiver. The goal of this study is to assess caregiver communication expectations and determine if meeting expectations influences caregiver satisfaction or instruction retention. Methods A survey study...
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| Format: | Article |
| Language: | English |
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BMC
2020-05-01
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| Series: | BMC Health Services Research |
| Subjects: | |
| Online Access: | http://link.springer.com/article/10.1186/s12913-020-05262-x |
| _version_ | 1828443656848146432 |
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| author | Tyler Lee Julie Cui Hinette Rosario Didja Hilmara Kate Samuelson Emery C. Lin Victoria A. Miller Henry C. Lin |
| author_facet | Tyler Lee Julie Cui Hinette Rosario Didja Hilmara Kate Samuelson Emery C. Lin Victoria A. Miller Henry C. Lin |
| author_sort | Tyler Lee |
| collection | DOAJ |
| description | Abstract Background In pediatrics, communication often occurs through an intermediary such as a caregiver. The goal of this study is to assess caregiver communication expectations and determine if meeting expectations influences caregiver satisfaction or instruction retention. Methods A survey study was performed at the Children’s Hospital of Philadelphia. Before the visit, caregivers completed a survey on communication expectations, Caregiver Expected Kalamazoo Essential Elements Communication Checklist (Caregiver Expected KEECC). After the visit, caregivers were surveyed on their perception of physician communication (Caregiver Perceived KEECC) and satisfaction. Caregivers were contacted 1 week after the clinic visit to assess instruction retention. Meeting of caregiver expectation was calculated by the difference between Caregiver Expected and Caregiver Perceived KEECC scores. Results 112 caregivers participated in the study. There was no significant difference in Caregiver Expected KEECC versus Caregiver Perceived KEECC score (4.39 vs 4.56). Caregiver communication expectations were exceeded in 51.5% of the visits. Communication expectations were exceeded more among caregivers with at a college education (p < 0.01) and more among White caregivers (p < 0.01). The average caregiver satisfaction score with the clinic visit was 4.67. Higher satisfaction scores were observed in caregivers who had their communication expectations met or exceeded (p < 0.01). Caregivers with communication expectations exceeded had higher percentage recall of physician instructions (p < 0.01). Conclusions Caregiver communication expectations may be influenced by demographic factors. Communication expectation affects visit outcomes including caregiver satisfaction and instruction retention. Therefore, physicians need to be cognizant of caregiver communication expectations, which can impact quality of the healthcare experience. |
| first_indexed | 2024-12-10T21:32:14Z |
| format | Article |
| id | doaj.art-5e88f49363fd467181225b450988cfbb |
| institution | Directory Open Access Journal |
| issn | 1472-6963 |
| language | English |
| last_indexed | 2024-12-10T21:32:14Z |
| publishDate | 2020-05-01 |
| publisher | BMC |
| record_format | Article |
| series | BMC Health Services Research |
| spelling | doaj.art-5e88f49363fd467181225b450988cfbb2022-12-22T01:32:45ZengBMCBMC Health Services Research1472-69632020-05-0120111010.1186/s12913-020-05262-xAssessment of caregiver expectations of physician communication in a pediatric settingTyler Lee0Julie Cui1Hinette Rosario2Didja Hilmara3Kate Samuelson4Emery C. Lin5Victoria A. Miller6Henry C. Lin7Division of Gastroenterology, Hepatology, and Nutrition, Children’s Hospital of PhiladelphiaDivision of Gastroenterology, Hepatology, and Nutrition, Children’s Hospital of PhiladelphiaDivision of Gastroenterology, Hepatology, and Nutrition, Children’s Hospital of PhiladelphiaDivision of Gastroenterology, Hepatology, and Nutrition, Children’s Hospital of PhiladelphiaDivision of Gastroenterology, Hepatology, and Nutrition, Children’s Hospital of PhiladelphiaDepartment of Medicine, College of Medicine Drexel UniversityDivision of Adolescent Medicine, Children’s Hospital of PhiladelphiaDivision of Gastroenterology, Hepatology, and Nutrition, Children’s Hospital of PhiladelphiaAbstract Background In pediatrics, communication often occurs through an intermediary such as a caregiver. The goal of this study is to assess caregiver communication expectations and determine if meeting expectations influences caregiver satisfaction or instruction retention. Methods A survey study was performed at the Children’s Hospital of Philadelphia. Before the visit, caregivers completed a survey on communication expectations, Caregiver Expected Kalamazoo Essential Elements Communication Checklist (Caregiver Expected KEECC). After the visit, caregivers were surveyed on their perception of physician communication (Caregiver Perceived KEECC) and satisfaction. Caregivers were contacted 1 week after the clinic visit to assess instruction retention. Meeting of caregiver expectation was calculated by the difference between Caregiver Expected and Caregiver Perceived KEECC scores. Results 112 caregivers participated in the study. There was no significant difference in Caregiver Expected KEECC versus Caregiver Perceived KEECC score (4.39 vs 4.56). Caregiver communication expectations were exceeded in 51.5% of the visits. Communication expectations were exceeded more among caregivers with at a college education (p < 0.01) and more among White caregivers (p < 0.01). The average caregiver satisfaction score with the clinic visit was 4.67. Higher satisfaction scores were observed in caregivers who had their communication expectations met or exceeded (p < 0.01). Caregivers with communication expectations exceeded had higher percentage recall of physician instructions (p < 0.01). Conclusions Caregiver communication expectations may be influenced by demographic factors. Communication expectation affects visit outcomes including caregiver satisfaction and instruction retention. Therefore, physicians need to be cognizant of caregiver communication expectations, which can impact quality of the healthcare experience.http://link.springer.com/article/10.1186/s12913-020-05262-xPhysician communicationPediatricsPatient and caregiver satisfaction |
| spellingShingle | Tyler Lee Julie Cui Hinette Rosario Didja Hilmara Kate Samuelson Emery C. Lin Victoria A. Miller Henry C. Lin Assessment of caregiver expectations of physician communication in a pediatric setting BMC Health Services Research Physician communication Pediatrics Patient and caregiver satisfaction |
| title | Assessment of caregiver expectations of physician communication in a pediatric setting |
| title_full | Assessment of caregiver expectations of physician communication in a pediatric setting |
| title_fullStr | Assessment of caregiver expectations of physician communication in a pediatric setting |
| title_full_unstemmed | Assessment of caregiver expectations of physician communication in a pediatric setting |
| title_short | Assessment of caregiver expectations of physician communication in a pediatric setting |
| title_sort | assessment of caregiver expectations of physician communication in a pediatric setting |
| topic | Physician communication Pediatrics Patient and caregiver satisfaction |
| url | http://link.springer.com/article/10.1186/s12913-020-05262-x |
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