Advertisement

Determinants of adolescents’ satisfaction with health care providers and intentions to keep follow-up appointments

      Abstract

      Objective: To better understand the determinants of adolescents’ satisfaction with their health care providers and to examine the relationship among satisfaction, intention to return for follow-up, and appointment-keeping behavior.
      Methods: One hundred and twenty-four adolescent patients attending a university-based general adolescent medicine clinic were surveyed prior to the visit about their attitudes regarding provider behavior. After the visit, subjects completed a questionnaire on provider behavior during the visit, satisfaction with the visit, and intention to keep their follow-up appointment.
      Results: Multivariate regression analysis revealed that pre-visit attitudes about providers’ style of behavior predicted satisfaction (β = 0.252; p < 0.01). After controlling for pre-visit attitudes, perceptions about providers’ style of behavior proved to be a strong predictor of visit satisfaction (β = 0.512; p < 0.01). Visit satisfaction was associated with intention to keep scheduled follow-up appointments (r = 0.327; p < 0.01). However, subjects with greater intention to return were not more likely to keep their follow-up appointments.
      Conclusion: Provider behavior is an important determinant of adolescents’ satisfaction with their health care.

      Keywords

      To read this article in full you will need to make a payment

      Purchase one-time access:

      Academic & Personal: 24 hour online accessCorporate R&D Professionals: 24 hour online access
      One-time access price info
      • For academic or personal research use, select 'Academic and Personal'
      • For corporate R&D use, select 'Corporate R&D Professionals'

      Subscribe:

      Subscribe to Journal of Adolescent Health
      Already a print subscriber? Claim online access
      Already an online subscriber? Sign in
      Institutional Access: Sign in to ScienceDirect

      References

        • Irwin C.E
        • Millstein S.G
        • Ellen J.M
        Appointment-keeping behavior in adolescents.
        Pediatrics. 1993; 92: 20-23
        • Litt I.F
        • Cuskey W.R
        Satisfaction with health care.
        J Adolesc Health Care. 1984; 5: 196-200
        • Larsen D.L
        • Attkisson C.C
        • Hargreaves W.A
        • Nguyen T.D
        Assessment of client/patient satisfaction.
        Eval Program Plann. 1979; 2: 197-207
        • Linder-Peltz S
        Social psychological determinants of patient satisfaction.
        Soc Sci Med. 1982; 16: 583-589
        • Hseih M.-O
        • Kagle J.D
        Understanding patient satisfaction and dissatisfaction with health care.
        Health Soc Work. 1991; 16: 281-290
        • Brody D.S
        • Miller S.M
        • Lerman C.E
        • et al.
        The relationship between patients’ satisfaction with their physicians and perceptions about interventions they desired and received.
        Med Care. 1989; 27: 1027-1035
      1. Ware JE, Snyder MK, Wright WR. Development and Validation of Scales to Measure Patient Satisfaction With Health Care Services: Vol. I: Final Report. Part A: Review of Literature, Overview of Methods, and Results From Construction of Scales. Carbondale, IL: Southern Illinois University, 1976.

      2. Ware JE, Snyder MK, Wright WR. Development and Validation of Scales to Measure Patient Satisfaction With Health Care Services: Vol. I: Final Report. Part B: Results of Scales Constructed From the Patient Satisfaction Questionnaire and Other Health Care Perceptions. Carbondale, IL: Southern Illinois University, 1976.

        • Davies A.R
        • Ware J.E
        Involving consumers in quality of care assessment.
        Health Aff. 1988; 7: 33-48
        • Segall A
        • Burnett M
        Patient evaluation of physician role performance.
        Soc Sci Med. 1980; 14A: 269-278
        • Korsch B.M
        • Gozzi E.K
        • Francis V
        Gaps in doctor-patient communication. I.
        Pediatrics. 1968; 42: 855-871
        • Ross C.K
        • Steward C.A
        • Sinacore J.M
        The importance of patient preferences in the measurement of health care satisfaction.
        Med Care. 1993; 31: 1138-1149
        • Ross C.K
        • Frommelt G
        • Hazelwood L
        • Chang R.W
        The role of expectations in patient satisfaction with medical care.
        J Health Care Marketing. 1987; 7: 16-26
        • Baker R
        Development of a questionnaire to assess patients’ satisfaction with consultations in general practice.
        Br J Gen Pract. 1990; 40: 487-490
        • Malus M
        • LaChance P.A
        • Lamy L
        • et al.
        Priorities in adolescent health care.
        J Fam Pract. 1987; 25: 159-162
        • Wolf M.H
        • Putnam S.M
        • James S.A
        • Stiles W.B
        The Medical Interview Satisfaction Scale.
        J Behav Med. 1978; 1: 391-401
        • Linder-Pelz S
        Toward a theory of patient satisfaction.
        Soc Sci Med. 1982; 16: 577-582
        • Fishbein M
        • Ajzen I
        Belief, Attitude, Intention and Behavior. Addison-Wesley, Reading, MA1975
        • Nguyen T.D
        • Attkisson C.C
        • Stegner B.L
        Assessment of patient satisfaction.
        Eval Program Plann. 1983; 6: 299-314
        • Roberts R.E
        • Attkisson C.C
        Assessing client satisfaction among Hispanics.
        Eval Program Plann. 1983; 6: 401-413
        • Attkisson C.C
        • Roberts R.E
        • Pascoe G.C
        The Evaluation Ranking Scale.
        Eval Program Plann. 1983; 6: 349-358
        • Adler N.E
        • Kegeles S.M
        • Irwin C.E
        • Wibblesman C
        Adolescent contraceptive behavior.
        J Pediatr. 1990; 116: 463-471
        • Terry D.J
        • Gallois C
        • McCamish M
        The Theory of Reasoned Action. Pergamon Press, Sidney, Australia1993
        • Ben-Sira Z
        The function of the professional’s affective behavior in client satisfaction.
        J Health Soc Behav. 1976; 17: 3-11