1. Patients' perceived cultural sensitivity of health care office staff and its association with patients' health care satisfaction and treatment adherence
- Author
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Phillip Nguyen, Carolyn M. Tucker, Julia Roncoroni, Blake A. Allan, and Whitney Wall
- Subjects
Adult ,Male ,medicine.medical_specialty ,Adolescent ,Treatment adherence ,Cultural sensitivity ,Health Personnel ,Young Adult ,E-patient ,Nursing ,Cultural diversity ,Patient-Centered Care ,Health care ,medicine ,Humans ,Cultural Competency ,Association (psychology) ,Desk ,business.industry ,Racial Groups ,Public Health, Environmental and Occupational Health ,Middle Aged ,United States ,Office staff ,Patient Satisfaction ,Family medicine ,Patient Compliance ,Female ,Health Facilities ,business - Abstract
Research suggests that patients' interactions with their front desk offi ce staff and patient- centered culturally sensitive health care are important factors in diverse patients' overall health care satisfaction. Yet, patient- centered culturally sensitive health care research has focused almost exclusively on provider care. Th is study tested the hypothesis that patient- perceived cultural sensitivity of front desk offi ce staff has a signifi cant posi- tive association with patient treatment adherence and that this relationship is mediated by patient health care satisfaction. Study participants were a culturally diverse sample of 1,191 patients from health care sites across the U.S. Results of a meditational analysis sup- ported the tested hypothesis. Patient health care satisfaction fully mediated the relationship between patient- perceived cultural sensitivity of front desk offi ce staff and patient treatment adherence. Th e patient satisfaction and cultural sensitivity variables explained 10% of the variance in patient treatment adherence. Training front desk offi ce staff in patient- centered culturally sensitive health care may improve patients' health care satisfaction and treatment adherence.
- Published
- 2013