Improving quality through patient-provider communication.

Abstract

Though three hospitals and their patient populations were similar, one hospital was rated significantly higher on quality by its patients than were the other hospitals. Patients at that hospital felt significantly more confident that their hospital performed reliably and that they would have successful medical outcomes than did patients at the other hospitals. Analysis of patient responses shows that communicativeness (information giving and taking) and understanding (interest shown in patient's personal concerns) of medical personnel were significantly different across the three hospitals. Results underscore the importance of educating medical consumers about their medical needs and of understanding and responding to their psychosocial needs.