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Original Investigation
January 2018

Association of Clinician Denial of Patient Requests With Patient Satisfaction

Author Affiliations
  • 1Department of Family and Community Medicine, University of California Davis School of Medicine, Sacramento
  • 2Division of General Medicine, Department of Internal Medicine, University of California Davis School of Medicine, Sacramento
  • 3Department of Pediatrics, University of California Davis School of Medicine, Sacramento
JAMA Intern Med. 2018;178(1):85-91. doi:10.1001/jamainternmed.2017.6611
Key Points

Question  How is denial of specific types of patient requests during office visits associated with patient satisfaction with the clinician?

Findings  This was a cross-sectional study of 1141 adults making 1319 office visits to 56 family physicians. Compared with fulfillment of the respective request type, denials of requests for referral, pain medication, other new medication, and laboratory tests were associated with worse patient satisfaction with the clinician.

Meaning  Denial of some types of requests was associated with worse patient satisfaction with the clinician, but not for others, when compared with fulfillment of the requests, suggesting the need for clinician training in request handling.

Abstract

Importance  Prior studies suggesting clinician fulfillment or denial of requests affects patient satisfaction included limited adjustment for patient confounders. The studies also did not examine distinct request types, yet patient expectations and clinician fulfillment or denial might vary among request types.

Objective  To examine how patient satisfaction with the clinician is associated with clinician denial of distinct types of patient requests, adjusting for patient characteristics.

Design, Setting, and Participants  Cross-sectional observational study of 1319 outpatient visits to family physicians (n = 56) by 1141 adults at one Northern California academic health center.

Main Outcomes and Measures  We used 6 Consumer Assessment of Healthcare Providers and Systems Clinician and Group Adult Visit Survey items to measure patient satisfaction with the visit physician. Standardized items were averaged to form the satisfaction score (Cronbach α = 0.80), which was then percentile-transformed. Seven separate linear mixed-effects models examined the adjusted mean differences in patient satisfaction percentile associated with denial of each of the following requests (if present)—referral, pain medication, antibiotic, other new medication, laboratory test, radiology test, or other test—compared with fulfillment of the respective requests. The models adjusted for patient sociodemographics, weight, health status, personality, worry over health, prior visit with clinician, and the other 6 request categories and their dispositions.

Results  The mean (SD) age of the 1141 patients was 45.6 (16.1) years, and 902 (68.4%) were female. Among 1319 visits, 897 (68.0%) included at least 1 request; 1441 (85.2%) were fulfilled. Requests by category were referral, 294 (21.1%); pain medication, 271 (20.5%); antibiotic, 107 (8.1%); other new medication, 271 (20.5%); laboratory test, 448 (34.0%); radiology test, 153 (11.6%); and other tests, 147 (11.1%). Compared with fulfillment of the respective request type, clinician denials of requests for referral, pain medication, other new medication, and laboratory test were associated with worse satisfaction (adjusted mean percentile differences, −19.75 [95% CI, −30.75 to −8.74], −10.72 [95% CI, −19.66 to −1.78], −20.36 [95% CI, −29.54 to −11.18], and −9.19 [95% CI, −17.50 to −0.87]), respectively.

Conclusions and Relevance  Clinician denial of some types of requests was associated with worse patient satisfaction with the clinician, but not for others, when compared with fulfillment of the requests. In an era of patient satisfaction-driven compensation, the findings suggest the need to train clinicians to deal effectively with requests, potentially enhancing patient and clinician experiences.

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