International Journal for Quality in Health Care Advance Access originally published online on December 18, 2006
International Journal for Quality in Health Care 2007 19(1):45-49; doi:10.1093/intqhc/mzl068
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Health literacy weakly but consistently predicts primary care patient dissatisfaction
1 Center for Health Equity Research and Promotion, Philadelphia Veterans Affairs Medical Center, and 2 University of Pennsylvania, Philadelphia, PA, USA
Objectives. To study relationships between health literacy and multiple satisfaction domains. Health literacy is related to some domains of patient satisfaction such as communication and understanding, but little is known about relationships of health literacy with other satisfaction domains. Moreover, the importance of health literacy in predicting satisfaction compared with other patient sociodemographics is underexplored.
Design. Cross-sectional survey.
Setting. Primary care waiting areas with a Veterans Administration Medical Center and a university health system.
Participants. One thousand five hundred and twenty-eight primary care patients.
Main outcome measures. A brief demographics questionnaire, the Rapid Estimate of Adult Literacy in Medicine, the Veterans Affairs ambulatory care patient satisfaction survey, and an adaptation of the Charlson Comorbidity Index.
Results. In unadjusted regression analyses, lower health literacy level was a significant predictor of worse satisfaction in 7 of 10 domains (P < 0.01). When adjusting for patient sociodemographics, predicted relationships remained significant in six of the seven domains (P < 0.05), with each unit change in the 4-stage literacy classification associated with a 3–6 point decrease in dissatisfaction scores (0–100 scale). Health literacy did not predict overall dissatisfaction (P = 0.55).
Conclusions. These results suggest that health literacy, as assessed through a pronunciation exercise that is closely related to more comprehensive measures of literacy, has a consistent, albeit weak relationship with patient satisfaction. Future work is needed to clarify if patients with lower literacy are really receiving different care than those with higher literacy and to pinpoint the sources of their more negative responses.
Keywords: health literacy, patient satisfaction, Veterans Health Administration
Address reprint requests to Judy A. Shea, University of Pennsylvania, 1223 Blockley Hall, 423 Guardian Drive, Philadelphia, PA 19104-6021, USA. E-mail: sheaja{at}mail.med.upenn.edu
Accepted for publication November 26, 2006.