B. Mitchell Peck|Peter A. Ubel|Debra Roter|Susan Dorr Goold|David A. Asch|Amy S. Jeffreys|Steven C. Grambow|James A. Tulsky
Do unmet expectations for specific tests, referrals, and new medications reduce patients’ satisfaction?
University of Oklahoma Health Sciences Center|Ann Arbor VA Medical Center|Johns Hopkins University|University of Michigan–Ann Arbor|Philadelphia VA Medical Center|Durham VA Medical Center|Duke University|Duke University Hospital|Duke Medical Center|Duke Medical Center
patientcentered care requires clinicians recognize act patients expectations however relatively little known specific expectations patients bring primary care visitto describe nature prevalence patients specific expectations tests referrals new medications examine relationship fulfillment expectations patient satisfactionprospective cohort studyva general medicine clinictwo hundred fiftythree adult male outpatients seeing primary care provider scheduled visitfiftysix percent patients reported least 1 expectation test referral new medication thirtyone percent 1 expectation 25 2 expectations expectations evenly distributed among tests referrals new medications 37 30 33 respectively half patients expressed expectation receive one desired tests referrals new medications nevertheless satisfaction high median 15 visitspecific satisfaction 1 5 scale 1 representing excellent satisfaction related whether expectations met unmet except patients receive desired medications reported lower satisfactionpatients expectations varied often vague clinicians trying implement values patientcentered care must prepared elicit identify address many expectations