Patient-Centered Communication and Intention to Recommend a Safety Net Primary Care Clinic in the United States.

Abstract

Patient-centered communication (PCC) is critical to improved patient experience and outcomes. We used binary logistic regression to examine how PCC at safety-net providers was associated with patient intent to recommend the facility. We used 2021-2022 national data collected by the Health Resources and Services Administration (HRSA). Our predictors were Consumer Assessment of Healthcare Providers and Systems (CAHPS) items to measure patient assessment of provider communication. We found that patients whose providers always listened carefully and knew important information about patients' medical history had 2.34 and 1.38 times the odds of recommending the facility, respectively. The odds of recommendation increased when providers always showed respect (OR = 1.44) or spent enough time with patients (OR = 1.59). Odds were also higher if administrative staff were always helpful (OR = 2.51) or treated patients courteously and respectfully (OR = 1.42). Patient-centered communication demonstrates significant potential to improve patient experience and care quality by safety-net providers.