Universität zu Köln

Lee, Susan, Gross, Sophie E., Pfaff, Holger ORCID: 0000-0001-9154-6575 and Dresen, Antje (2020). Waiting time, communication quality, and patient satisfaction: An analysis of moderating influences on the relationship between perceived waiting time and the satisfaction of breast cancer patients during their inpatient stay. Patient Educ. Couns., 103 (4). S. 819 - 826. CLARE: ELSEVIER IRELAND LTD. ISSN 0738-3991

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Abstract

Objective: Waiting time has been consistently found to be a significant predictor of patient dissatisfaction. The aim of this study is to examine whether positive communication experiences with health care providers could moderate the negative relationship between waiting time and patient satisfaction. Methods: Data from a sample of 4626 breast cancer patients in Germany during their inpatient stay were analyzed. Multilevel logistic regression models were estimated in order to examine whether health literacy-sensitive communication (HL-COM) moderates the negative effects of perceived long waiting times on satisfaction. The models were adjusted for sociodemographic and clinical information and personality. Results: Patients who perceived long waiting times were significantly less likely to be satisfied with treatment and with their hospital. Among patients who experienced high HL-COM, the negative relationship between perceived waiting time and satisfaction disappeared, with minimal differences in satisfaction between those who perceived waiting long and those who did not. Conclusion: While waiting time persists as a significant predictor of satisfaction, this study finds that positive communication experiences with health care providers could potentially alleviate negative effects of long waiting time. Practice implications: Along with the ongoing efforts to reduce waiting time, the improvement of health literacy-sensitive communication could be instrumental in patients' overall inpatient assessment. (c) 2019 Elsevier B.V. All rights reserved.

Item Type:	Journal Article
Creators:	Creators Email ORCID ORCID Put Code Lee, Susan UNSPECIFIED UNSPECIFIED UNSPECIFIED Gross, Sophie E. UNSPECIFIED UNSPECIFIED UNSPECIFIED Pfaff, Holger UNSPECIFIED orcid.org/0000-0001-9154-6575 UNSPECIFIED Dresen, Antje UNSPECIFIED UNSPECIFIED UNSPECIFIED
URN:	urn:nbn:de:hbz:38-339321
DOI:	10.1016/j.pec.2019.11.018
Journal or Publication Title:	Patient Educ. Couns.
Volume:	103
Number:	4
Page Range:	S. 819 - 826
Date:	2020
Publisher:	ELSEVIER IRELAND LTD
Place of Publication:	CLARE
ISSN:	0738-3991
Language:	English
Faculty:	Unspecified
Divisions:	Unspecified
Subjects:	no entry
Uncontrolled Keywords:	Keywords Language HEALTH LITERACY; CARE; INFORMATION; PERCEPTION; PHYSICIAN Multiple languages Public, Environmental & Occupational Health; Social Sciences, Interdisciplinary Multiple languages
URI:	http://kups.ub.uni-koeln.de/id/eprint/33932