Learning Objectives: Recognize how implementing the clinical practice guidelines (i.e. the 5A's) is linked to elevated patient satisfaction.
Abstract: PROBLEM: Many providers believe that talking to patients about smoking will make patients less satisfied. Recent research has demonstrated a positive relationship between smoking cessation interventions and increased patient satisfaction. This research confirms these results.
METHOD: The 2001 Consumer Assessment Health Plan Survey (CAHPS) provided data on the satisfaction of 574 smokers and 3,271 non-smokers who had been covered by their health plans for at least a year and seen by a physician in the past year. (Response rate=61.1 percent.) Questions added by UW/CTRI asked smoking status and the extent to which respondents reported providers' interventions.
RESULTS: Smokers who reported that their provider had followed one or more of the 5As reported significantly higher patient satisfaction. Mean satisfaction with personal physician or nurse was 8.64 on a 10-point scale for those who were asked about their smoking status, but 7.94 for those not asked (F=8.569, p<.000). Means for overall satisfaction with health care, 8.45 and 7.58, varied significantly (F=8.569, p<.000) as did means for overall satisfaction with respondents' health plan (8.27 and 7.20, F=6.806, p<001). For non-smokers reporting their provider had asked their smoking status, satisfaction was slightly elevated, but not significantly.
DISCUSSION: We find no support for the argument that discussing smoking lowers patient satisfaction. More important, implementing the clinical practice guidelines may actually increase the satisfaction of patients who smoke.
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