Predictors of patient satisfaction with telephone nursing services.
Patient satisfaction has been shown to be a factor in clinical outcomes, health care quality, and patient follow-through. Thus, a high level of satisfaction is a desired outcome of patient care. This article examines predictors of patient satisfaction with telephone nursing services among a sample of 1,939 respondents, using a conceptual model derived from the literature and preliminary work. The study was conducted in medical offices and call centers of a large national health maintenance organization. Calls were taped and content coded and then matched with caller questionnaire data. In the final multivariate predictive models, patient health status; caller ratings of expectations met by the nurse for listening, clarity, and collaboration; and nurse competence were the strongest predictors of satisfaction. Consistent with the literature, findings suggest that nurses should expand interpersonal communication skills, and systems should reduce barriers to effective listening, clarity, and collaboration with callers.
Moscato
Susan Randles
SR
University of Portland, School of Nursing, Oregon, USA.
Valanis
Barbara
B
Gullion
Christina M
CM
Tanner
Christine
C
Shapiro
Susan E
SE
Izumi
Shigeko
S
D000328:Adult; D002983:Clinical Competence; D003142:Communication; D005260:Female; D019538:Health Care Surveys; D006279:Health Maintenance Organizations / Q000458:organization & administration* / Q000592:standards; D006801:Humans; D008297:Male; D008875:Middle Aged; D015999:Multivariate Analysis; D009723:Nurse-Patient Relations; D009732:Nursing Care / Q000592:standards*; D017060:Patient Satisfaction; D017064:Process Assessment, Health Care / Q000379:methods*; D019984:Quality Indicators, Health Care; D019114:Remote Consultation / Q000592:standards*; D011795:Surveys and Questionnaires; D013689:Telephone; D014481:United States