Meeting walk-in patients' expectations for testing. Effects on satisfaction.
OBJECTIVE
To examine the relation between meeting expectations for tests and visit satisfaction in walk-in patients.


METHODS
Survey of patients before and after the visit.


METHODS
Walk-in medical clinic at a Veterans Affairs Medical Center.


METHODS
143 male veterans were eligible for this study: 128 agreed to participate; 109 completed both questionnaires.


METHODS
Before the visit, we measured health status, baseline satisfaction with care, and expectations for common tests. After the visit, we measured visit-specific satisfaction, patient perception of provider interpersonal behavior (provider humanism), and patient report of whether specific tests were received. Logistic regression was used to determine the effect of meeting expectations for tests while controlling for other factors.


RESULTS
Of all patients, 62% expected one or more tests, nearly as many as expected a medication or a diagnosis. In multivariate analysis restricted to those expecting tests, provider humanism was the sole significant predictor of visit-specific satisfaction (odds ration [OR] 6.4; 95% confidence interval [CI] 1.6, 26.1). The proportion of expectations for testing that were met was not significantly associated with satisfaction (OR 1.05; 95% CI 0.92, 1.21).


CONCLUSIONS
Meeting patient expectations for tests does not have an important effect on satisfaction. Even in the walk-in setting, patient perception of the providers' interpersonal behavior was a more important factor in satisfaction with the visit. Physicians who order tests solely to improve patient satisfaction may be able to reduce unnecessary testing without decreasing patient satisfaction.
Froehlich
G W
GW
Department of Veterans Affairs Medical Center, White River Junction, Vt 05009, USA.
Welch
H G
HG
D000328:Adult; D000368:Aged; D000553:Ambulatory Care / Q000592:standards / Q000639:trends; D016001:Confidence Intervals; D003625:Data Collection; D003955:Diagnostic Tests, Routine / Q000592:standards / Q000639:trends; D006787:Hospitals, Veterans; D006801:Humans; D016015:Logistic Models; D008297:Male; D008875:Middle Aged; D015999:Multivariate Analysis; D017060:Patient Satisfaction; D010817:Physician-Patient Relations