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

1998; Elsevier BV; Volume: 22; Issue: 6 Linguagem: Inglês

10.1016/s1054-139x(98)00002-0

1879-1972

Lorraine H. Freed, Jonathan M. Ellen, Charles E. Irwin, Susan G. Millstein,

Healthcare Systems and Technology

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.