When Physicians Say No: Predictors of Request Denial and Subsequent Patient Satisfaction

References

1. 1.↵
   1. Kravitz RL,
   2. Bell RA,
   3. Azari R,
   4. Krupat E,
   5. Kelly-Reif S,
   6. Thom D

   . Request fulfillment in office practice: antecedents and relationship to outcomes. Med Care 2002;40:38–51.

   OpenUrlCrossRefPubMedWeb of Science
2. 2.↵
   1. Jerant A,
   2. Fenton JJ,
   3. Kravitz RL,
   4. et al

   . Association of clinician denial of patient requests with patient satisfaction. JAMA Intern Med 2018;178:85–91.

   OpenUrl
3. 3.↵
   1. Kravitz RL,
   2. Bell RA,
   3. Franz CE

   . A taxonomy of requests by patients (TORP): a new system for understanding clinical negotiation in office practice. Journal Fam Pract 1999;48:872–8.

   OpenUrl
4. 4.↵
   1. Macfarlane J,
   2. Holmes W,
   3. Macfarlane R,
   4. Britten N

   . Influence of patients' expectations on antibiotic management of acute lower respiratory tract illness in general practice: questionnaire study. BMJ 1997;315:1211–4.

   OpenUrlAbstract/FREE Full Text
5. 5.↵
   1. Rao JK,
   2. Weinberger M,
   3. Kroenke K

   . Visit-specific expectations and patient-centered outcomes: a literature review. Arch Fam Med 2000;9:1148–55.

   OpenUrlCrossRefPubMedWeb of Science
6. 6.↵
   1. Zikmund-Fisher BJ,
   2. Kullgren JT,
   3. Fagerlin A,
   4. Klamerus ML,
   5. Bernstein SJ,
   6. Kerr EA

   . Perceived barriers to implementing Individual Choosing Wisely^® recommendations in two national surveys of primary care providers. J Gen Intern Med 2017;32:210–7.

   OpenUrlCrossRefPubMed
7. 7.↵
   1. Kupfer JM,
   2. Bond EU

   . Patient satisfaction and patient-centered care: necessary but not equal. JAMA 2012;308:139–40.

   OpenUrlCrossRefPubMedWeb of Science
8. 8.↵
   1. Batbaatar E,
   2. Dorjdagva J,
   3. Luvsannyam A,
   4. Savino MM,
   5. Amenta P

   . Determinants of patient satisfaction: a systematic review. Perspectives Pub Health 2017;137:89–101.

   OpenUrl
9. 9.↵
   1. Fenton JJ,
   2. Jerant A,
   3. Kravitz RL,
   4. et al

   . Reliability of physician-level measures of patient experience in primary care. J Gen Intern Med 2017;32:1323–9.

   OpenUrl
10. 10.↵
    1. Hekkert KD,
    2. Cihangir S,
    3. Kleefstra SM,
    4. van den Berg B,
    5. Kool RB

    . Patient satisfaction revisited: A multilevel approach. Soc Sci Med 2009;69:68–75.

    OpenUrlCrossRefPubMedWeb of Science
11. 11.↵
    1. Hall JA,
    2. Dornan MC

    . Patient sociodemographic characteristics as predictors of satisfaction with medical care: a meta-analysis. Soc Sci Med 1990;30:811–8.

    OpenUrlCrossRefPubMedWeb of Science
12. 12.↵
    1. Weiss GL

    . Patient satisfaction with primary medical care. Evaluation of sociodemographic and predispositional factors. Med Care 1988;26:383–92.

    OpenUrlCrossRefPubMedWeb of Science
13. 13.↵
    1. Hjortdahl P,
    2. Laerum E

    . Continuity of care in general practice: effect on patient satisfaction. BMJ 1992;304:1287–90.

    OpenUrlAbstract/FREE Full Text
14. 14.↵
    1. Nutting PA,
    2. Goodwin MA,
    3. Flocke SA,
    4. Zyzanski SJ,
    5. Stange KC

    . Continuity of primary care: to whom does it matter and when? Ann Fam Med 2003;1:149–55.

    OpenUrlAbstract/FREE Full Text
15. 15.↵
    1. Fan VS,
    2. Burman M,
    3. McDonell MB,
    4. Fihn SD

    . Continuity of care and other determinants of patient satisfaction with primary care. J Gen Intern Med 2005;20:226–33.

    OpenUrlCrossRefPubMedWeb of Science
16. 16.↵
    1. Flocke SA,
    2. Miller WL,
    3. Crabtree BF

    . Relationships between physician practice style, patient satisfaction, and attributes of primary care. J Fam Pract 2002;51:835–40.

    OpenUrlPubMedWeb of Science
17. 17.↵
    1. Kravitz RL

    . Measuring patients' expectations and requests. Ann Intern Med 2001;134(9 Pt 2):881–888.

    OpenUrlCrossRefPubMedWeb of Science
18. 18.↵
    1. Bell RA,
    2. Kravitz RL,
    3. Thom D,
    4. Krupat E,
    5. Azari R

    . Unmet expectations for care and the patient-physician relationship. J Gen Intern Med 2002;17:817–24.

    OpenUrlCrossRefPubMedWeb of Science
19. 19.↵
    Agency for Healthcare Quality and Research. CAPHS: Surveys and Tools to Advance Patient Care. 2016. Available from: http://www.ahrq.gov/cahps/surveys-guidance/cg/index.html. Accessed November 11, 2016.
20. 20.↵
    Instructions for Analyzing Data from CAHPS Surveys: Using the CAHPS Analysis Program Version 4.1. [Computer Program]. Version 4.12012.
21. 21.↵
    1. Hewitt B,
    2. Turrell G,
    3. Giskes K

    . Marital loss, mental health and the role of perceived social support: findings from six waves of an Australian population based panel study. J Epidemiol Community Health 2012;66:308–14.

    OpenUrlAbstract/FREE Full Text
22. 22.↵
    1. Berwick DM,
    2. Murphy JM,
    3. Goldman PA,
    4. Ware JE Jr.,
    5. Barsky AJ,
    6. Weinstein MC

    . Performance of a five-item mental health screening test. Med Care 1991;29:169–76.

    OpenUrlCrossRefPubMedWeb of Science
23. 23.↵
    1. Hinchey SA,
    2. Jackson JL

    . A cohort study assessing difficult patient encounters in a walk-in primary care clinic, predictors and outcomes. J Gen Intern Med 2011;26:588–94.

    OpenUrlCrossRefPubMed
24. 24.↵
    1. Diener E,
    2. Emmons RA,
    3. Larsen RJ,
    4. Griffin S

    . The Satisfaction With Life Scale. J Pers Assess 1985;49:71–5.

    OpenUrlCrossRefPubMedWeb of Science
25. 25.↵
    1. Fiscella K,
    2. Franks P,
    3. Clancy CM

    . Skepticism toward medical care and health care utilization. Med Care 1998;36:180–9.

    OpenUrlCrossRefPubMedWeb of Science
26. 26.↵
    1. Conover WJ,
    2. Iman RL

    . Rank transformations as a bridge between parametric and nonparametric statistics. Am Stat 1981;35:124–9.

    OpenUrlCrossRefWeb of Science
27. 27.↵
    1. Thom DH,
    2. Kravitz RL,
    3. Bell RA,
    4. Krupat E,
    5. Azari R

    . Patient trust in the physician: relationship to patient requests. Fam Pract 2002;19:476–83.

    OpenUrlCrossRefPubMedWeb of Science
28. 28.↵
    1. Hjortdahl P,
    2. Borchgrevink CF

    . Continuity of care: influence of general practitioners' knowledge about their patients on use of resources in consultations. BMJ 1991;303:1181–4.

    OpenUrlAbstract/FREE Full Text
29. 29.↵
    1. White A

    . Additional concern initiations in general surgery visits: a longitudinal analysis of doctor-patient communication. Berkeley, CA: UCLA; 2017. Available from: http://www.escholarship.org/uc/item/450010j2.
30. 30.↵
    1. Fenton JJ,
    2. Magnan EM,
    3. Jerant A,
    4. Kravitz RL,
    5. Franks P

    . Patient characteristics associated with making requests during primary care visits. J Am Board Fam Med 2019;32:201–8.

    OpenUrlAbstract/FREE Full Text
31. 31.↵
    1. Atkinson NL,
    2. Saperstein SL,
    3. Pleis J

    . Using the Internet for health-related activities: findings from a national probability sample. J Med Internet Res 2009;11(1):e4.

    OpenUrlCrossRefPubMed
32. 32.↵
    1. Paterniti DA,
    2. Fancher TL,
    3. Cipri CS,
    4. Timmermans S,
    5. Heritage J,
    6. Kravitz RL

    . Getting to “no”: strategies primary care physicians use to deny patient requests. Arch Intern Med 2010;170:381–8.

    OpenUrlCrossRefPubMedWeb of Science
33. 33.↵
    1. Fenton JJ,
    2. Kravitz RL,
    3. Jerant A,
    4. et al

    . Promoting patient-centered counseling to reduce use of low-value diagnostic tests: a randomized clinical trial. JAMA Intern Med 2016;176:191–7.

    OpenUrl