Pessimism and hostility scores as predictors of patient satisfaction ratings by medical out‐patients

Brian A. Costello (Division of General Internal Medicine, Mayo Clinic, Rochester, Minnesota, USA)
Thomas G. McLeod (Division of General Internal Medicine, Mayo Clinic, Rochester, Minnesota, USA)
G. Richard Locke III (Division of General Internal Medicine, Mayo Clinic, Rochester, Minnesota, USA)
Ross A. Dierkhising (Division of Biostatistics, Mayo Clinic, Rochester, Minnesota, USA)
Kenneth P. Offord (Division of Biostatistics, Mayo Clinic, Rochester, Minnesota, USA)
Robert C. Colligan (Department of Psychiatry and Psychology, Mayo Clinic, Rochester, Minnesota, USA)

International Journal of Health Care Quality Assurance

ISSN: 0952-6862

Publication date: 8 February 2008

Abstract

Purpose

The purpose of this research is to determine whether a pessimistic or hostile personality style adversely affects satisfaction with out‐patient medical visits. Many patient and health care provider demographic characteristics have been related to patient satisfaction with a health care encounter, but little has been written about the association between patients' personality characteristics and their satisfaction ratings.

Design/methodology/approach

An eight‐item patient satisfaction survey was completed by 11,636 randomly selected medical out‐patients two to three months after their episode of care. Of these, 1,259 had previously completed a Minnesota Multiphasic Personality Inventory (MMPI). The association of pessimism and hostility scores with patient satisfaction ratings was assessed.

Findings

Among patients who scored high on the pessimism scale, 59 percent rated overall care by their physicians as excellent, while 72 percent with scores in the optimistic range rated it as excellent (p=0.003). Among the hostile patients, 57 percent rated their overall care by physicians as excellent, while 66 percent of the least hostile patients rated it as excellent (p=0.002).

Originality/value

Pessimistic or hostile patients were significantly less likely to rate their overall care as excellent than optimistic or non‐hostile patients.

Keywords

Citation

Costello, B., McLeod, T., Locke, G., Dierkhising, R., Offord, K. and Colligan, R. (2008), "Pessimism and hostility scores as predictors of patient satisfaction ratings by medical out‐patients", International Journal of Health Care Quality Assurance, Vol. 21 No. 1, pp. 39-49. https://doi.org/10.1108/09526860810841147

Download as .RIS

Publisher

:

Emerald Group Publishing Limited

Copyright © 2008, Emerald Group Publishing Limited

Please note you might not have access to this content

You may be able to access this content by login via Shibboleth, Open Athens or with your Emerald account.
If you would like to contact us about accessing this content, click the button and fill out the form.
To rent this content from Deepdyve, please click the button.