title: Expectations for care: older adults' satisfaction with and trust in health care providers.
abstract: This study sought to determine whether community-dwelling older adults' expectations for care were met by identifying factors that influence trust in and satisfaction with health care providers. Data were collected using a demographic questionnaire and focus group methodology. A total of 39 older adults participated in 8 focus groups. Three categories of themes were identified: a sense of personal touch, technical proficiency, and environmental factors. These categories related to individual providers or practice environments. When providers and practice settings met expectations for care, then the elderly individual was satisfied. Trust was more complex, as the older adults indicated they could be satisfied but not trust providers or they could trust providers but not be satisfied. Implications for practice include spending quality time with older adults and treating them as individuals.
authors.affiliation: School of Nursing, College of Health and Human Development, Pennsylvania State University, Hershey 17033, USA.
authors.forename: Judith E
authors.initials: JE
authors.lastname: Hupcey
authors.forename: Mary Beth
authors.initials: MB
authors.lastname: Clark
authors.forename: Cristina R
authors.initials: CR
authors.lastname: Hutcheson
authors.forename: Virginia L
authors.initials: VL
authors.lastname: Thompson
mesh_terms: D000203:Activities of Daily Living; D000368:Aged / Q000523:psychology*; D000369:Aged, 80 and over / Q000523:psychology; D005260:Female; D017144:Focus Groups; D006801:Humans; D008297:Male; D008875:Middle Aged / Q000523:psychology*; D017060:Patient Satisfaction / Q000208:ethnology / Q000706:statistics & numerical data*; D011369:Professional-Patient Relations; D011795:Surveys and Questionnaires; D035502:Trust