title: Chatting behavior and patient satisfaction in the outpatient encounter.
abstract: Communication studies suggest that patient sociodemographic factors are embedded within medical encounters and impact patient expectations, judgments, and outcomes, such as satisfaction. Physician chatting has been suggested as one way to enhance patient satisfaction; however, little is known about chatting within the context of the clinical encounter or of the interaction of chatting with patient sociodemographic factors and patient satisfaction. The study's purpose was to determine the prevalence and patterns of chatting, and to examine the association of chatting with patient sociodemographic factors and patient satisfaction with their physician. A convenience sample of adult outpatients from an urban family practice underwent an exit interview. A total of 105 patients participated; 63 (61%) reported chatting from their recent encounter. No sociodemographic differences were observed between patients reporting chatting and those reporting no chatting. Chatting behavior pertaining to the patient's family or friends was the predominant topic, and more nonwhite (30%) than white (13%) patients reported this activity (p<0.001). There was no significant difference in satisfaction scores between patients that reported chatting behavior and those that did not (23.73 vs. 22.79, p=0.076). In addition, there was no difference in patient satisfaction scores for physician personal manner, technical skill, visit explanation, time spent with the physician, and overall visit between the chatting and nonchatting groups.
authors.affiliation: Department of Family Medicine, University of North Carolina, Chapel Hill, NC 27599-7595, USA. tim_daaleman@med.unc.edu
authors.forename: Timothy P
authors.initials: TP
authors.lastname: Daaleman
authors.forename: Jan
authors.initials: J
authors.lastname: Mueller
mesh_terms: D000328:Adult; D003430:Cross-Sectional Studies; D005194:Family Practice; D005260:Female; D019538:Health Care Surveys; D006801:Humans; D008297:Male; D009657:North Carolina; D010044:Outpatient Clinics, Hospital; D010045:Outpatients / Q000523:psychology*; D017060:Patient Satisfaction / Q000208:ethnology / Q000706:statistics & numerical data*; D010817:Physician-Patient Relations; D011795:Surveys and Questionnaires; D014505:Urban Population; D014705:Verbal Behavior