The role of patient-centered communication scale in patients’ satisfaction of healthcare providers before and during the COVID-19 pandemic

• Published in: Patient experience journal Vol. 10; no. 2; pp. 113 - 123
• Main Authors: Tabatabai, Mohammad A., Matthews-Juarez, Patricia, Bahri, Nader, Cooper, Robert, Alcendor, Donald, Ramesh, Aramandla, Wilus, Derek, Singh, Karan, Juarez, Paul
• Format: Journal Article
• Language: English
• Published: The Beryl Institute 02.08.2023
• Subjects: covid-19 pandemic; healthcare providers (hpcs); patient satisfaction; patient-centered communication scale (pcc scale); waiting time
• ISSN: 2372-0247; 2372-0247
• DOI: 10.35680/2372-0247.1784

Assess the effect of patient-centered communication (PCC) scale on the patient satisfaction of healthcare providers (HCPs). The 2020 Health Information National Trends Survey (HINTS) was used to analyze the patient’s satisfaction of HCPs. This survey includes 2466 patients’ responses and were analyzed using the multivariable binary Hyperbolastic regression model of type II. The study examines the effects of PCC scale on patients’ satisfaction of HCPs while controlling for pandemic status, employment, education, marital status, race, political views, waiting time status, sex, income, and age. PCC scale was the most significant predictor of patients’ satisfaction of their HCPs (P-value < 0.001) followed by waiting time status (P-value < 0.001), and age (P-value = 0.016). The odds of patient satisfaction with the healthcare provider services were approximately 20% higher prior to the pandemic than during the pandemic (P-value = 0.415). The odds of satisfaction for patients earning $100k+ was approximately three times more than those making less than $35,000 (P-value = 0.003). PCC scale is a powerful measure that may be used as a metric for patients’ satisfaction of HCPs. Taking steps to improve communication between HCPs and patients is a key factor in patient satisfaction. Concentrating on the seven domains of PCC will result in higher patient satisfaction of HCPs. The improvement in PCC will encourage each patient to disclose vital information about his or her health. This may increase the accuracy of diagnosis, quality of care, and health outcomes. Experience Framework This article is associated with the Policy & Measurement lens of The Beryl Institute Experience Framework ( https://theberylinstitute.org/experience-framework/ ). Access other PXJ articles related to this lens. Access other resources related to this lens.