Predicting Satisfaction of Parents of Pediatric Patients: Perceived Quality of Providers’ Communication Mitigates Negative Effects of Shorter than Desired Consultations

Abstract

ABSTRACT This research investigated the predictors of satisfaction for parents of pediatric patients after a clinical consultation. Specifically, we assessed whether perceptions of their provider’s communication quality influenced the degree to which their (dis)satisfaction with consultation length associated with their provider rating and intent to recommend the provider’s office. Using patient satisfaction survey data collected after initial clinical visits to a pediatric hospital (N = 12,004), we found that communication quality was a stronger predictor for those who were dissatisfied with their consultation length, whereas communication quality made a relatively smaller difference for those who were satisfied with their consultation length. Put another way, parents’ dissatisfaction with their child’s consultation length mattered little when they perceived their provider to be high in communication quality, but it reduced their ratings and intentions to recommend when they perceived their provider to be low in communication quality. These results suggest that providers’ communication behaviors have the capacity to buffer patients’ negative evaluations otherwise incurred from shorter than desired consultations.