926
Views
4
CrossRef citations to date
0
Altmetric
Original Article

Students’ Perceptions of Provider Cultural Competence and Communication with Providers: Predictors of University Health Center Patient Satisfaction

ORCID Icon &

References

  • Ahmed, R., & Bates, B. R. (2007). Gender differences in patients’ perceptions of physicians’ cultural competence in health care interactions. Women’s Health & Urban Life, 6, 58–80. Retrieved from http://www.utsc.utoronto.ca/~womenshealth/womenshealth/Home.html
  • Ahmed, R., & Bates, B. R. (2010). Assessing the relationship between patients’ ethnocentric views and patients’ perceptions of physicians’ cultural competence in health care interactions. Intercultural Communication Studies, 19, 111–127. Retrieved from http://web.uri.edu/iaics/iaics-journal/
  • Ahmed, R., & Bates, B. R. (2012). Development of scales to assess patients’ perception of physician cultural competence in health care interactions. Journal of Transcultural Nursing, 23, 287–296. doi:10.1177/1043659612441025
  • Ahmed, R., & Bates, B. R. (2017). Patients’ fear of physicians and perceptions of physicians’ cultural competence in healthcare. Journal of Communication in Healthcare, 10, 55–60. doi:10.1080/17538068.2017.1287389
  • Ahmed, R., Bates, B. R., & Romina, S. M. (2016). Assessing the influence of patients’ perceptions of providers’ cultural competence on patient satisfaction in an Appalachian Ohio context. Howard Journal of Communications, 27, 403–421. doi:10.1080/10646175.2016.1211569
  • American Academy of Pediatrics. (2015, November 21). Common health problems at college. Retrieved from https://www.healthychildren.org/English/ages-stages/young-adult/Pages/Health-Care-for-College-Students.aspx
  • American College Health Association. (2008). Spring 2008 patient satisfaction assessment service report. Hanover, MD: Author. Retrieved from https://www.acha.org/documents/Programs_Services/PSAS/ACHA_PATIENT_SATISFACTION_SPRING_2008_REFERENCE_GROUP_DATA_REPORT.pdf
  • American College Health Association. (2011, February). Cultural competency statement. Hanover, MD: Cultural Competency Statement Revision Task Force. Retrieved from http://www.acha.org/documents/resources/guidelines/ACHA_Cultural_Competency_Statement_Feb2011.pdf
  • American College Health Association. (2018). National college health assessment. Silver Springs, MD: Author. Retrieved from https://www.acha.org/NCHA/Home/NCHA/NCHA_Home.aspx?hkey=f8184410-19fa-4ba6-b791-43a79cef2de0
  • Anderson, E. A. (1995). Measuring service quality at a university health clinic. International Journal of Health Care Quality Assurance, 8, 32–37. doi:10.1108/09526869510081866
  • Ayres, J., & Hopf, T. (1995). An assessment of the role of communication apprehension in communicating with the terminally ill. Communication Research Reports, 12, 227–234. doi:10.1080/08824099509362060
  • Barraclough, R. A., Christophel, D. M., & McCroskey, J. C. (1988). Willingness to communicate: A cross-cultural investigation. Communication Research Reports, 5, 187–192. doi:10.1080/08824098809359822
  • Beach, M. C., Saha, S., & Cooper, L. A. (2006). The role and relationship of cultural competence and patient-centeredness in health care quality (Report No. 960). New York City, NY: Commonwealth Fund.
  • Betancourt, J. R. (2004). Becoming a physician: Cultural competence? Marginal or mainstream movement? New England Journal of Medicine, 351, 953–955. Retrieved from http://www.nejm.org/
  • Betancourt, J. R., Green, A. R., Carillo, J. E., & Park, E. R. (2005). Cultural competence and health care disparities: Key perspectives and trends. Health Affairs, 24, 499–505. doi:10.1377/hlthaff.24.2.499
  • Blyer, K., & Hulton, L. (2016). College students, shared decision making, and the appropriate use of antibiotics for respiratory tract infections: A systematic literature review. Journal of American College Health, 64, 334–341. doi:10.1080/07448481.2015.1099105
  • Campbell, T. A., Auerbach, S. M., & Kiesler, D. J. (2007). Relationship of interpersonal behaviors and health-related control appraisals to patient satisfaction and compliance in a student health center. Journal of American College Health, 55, 333–340. doi:10.3200/JACH.55.6.333-340
  • Canal, C., & Anderson Fletcher, E. A. (2001). An analysis of service quality at a student health center. International Journal of Health Care Quality Assurance, 14, 260–267. doi:10.1108/09526860110404220
  • Carmack, H. J., Bedi, S., & Heiss, S. N. (2016). International students, university health centers, and memorable messages about health. Journal of International Students, 6, 52–72. Retrieved from https://www.ojed.org/index.php/jis/index
  • Castro, E. M., Van Regenmortel, T., Vanhaecht, K., Sermeus, W., & Van Hecke, A. (2016). Patient empowerment, patient participation, and patient-centeredness in hospital care: A concept analysis based on a literature review. Patient Education and Counseling, 99, 1923–1939. doi:10.1016/j.pec.2016.07.026
  • Centers for Disease Control and Prevention. (2016, August 9). College health and safety. Retrieved from https://www.cdc.gov/family/college/
  • Cheng, H.-I. (2004). Being ill in a foreign land: International students’ perceptions of and experiences with university health services. Kaleidoscope: A Graduate Journal of Qualitative Communication Research, 3, 70–92. Retrieved from http://opensiuc.lib.siu.edu/kaleidoscope/
  • Crowell, T. (2004). Seropositive individuals’ willingness to communicate, self-efficacy, and assertiveness prior to HIV infection. Journal of Health Communication, 9, 395–424. doi:10.1080/10810730490504125
  • Daly, J. A., & McCroskey, J. C. (Eds.). (1984). Avoiding communication: Shyness, reticence, and communication apprehension. Beverly Hills, CA: Sage.
  • Deshwal, P., Ranjan, V., & Mittal, G. (2014). College clinic service quality and patient satisfaction. International Journal of Health Care Quality Assurance, 27, 519–530. doi:10.1108/IJHCQA-06-2013-0070
  • Donovan, L. A., & MacIntyre, P. D. (2004). Age and sex differences in willingness to communicate, communication apprehension, and self-perceived competence. Communication Research Reports, 21, 420–427. doi:10.1080/08824090409360006
  • Eilers, G. M. (2004). Improving patient satisfaction with waiting time. Journal of American College Health, 53, 41–48. doi: 10.3200/JACH.53.1.41-48
  • Gallois, C., Ogay, T., & Giles, H. (2005). Communication accommodation theory: A look back and a look ahead. In W. Gudkunst (Ed.), Theorizing and intercultural communication (pp. 121–148). Thousand Oaks, CA: Sage Publications.
  • Giles, H., & Ogay, T. (2007). Communication accommodation theory. In B. B. Whaley & W. Santer (Eds.), Explaining communication: Contemporary theories and exemplars (pp. 293–310). Mahwah, N.J.: Lawrence Erlbaum Associates.
  • Hecht, M. L., & Krieger, J. L. R. (2006). The principle of cultural grounding in school-based substance abuse prevention. Journal of Language and Social Psychology, 25, 301–319. doi:10.1177/0261927X06289476
  • Hudak, N. C., Carmack, H. J., & Smith, E. D. (2018). Student perceptions of providers’ cultural competence, attitudes toward providers, and patient satisfaction at a university health center: International and US student differences. Journal of International Students, 8, 960–976. doi:10.32674/jis.v8i2.122
  • Koh, H. K., Brach, C., Harris, L. M., & Parchman, M. L. (2013). A proposed “health literate care model” would constitute a systems approach to improving patients’ engagement in care. Health Affirs, 32, 357–367. Retrieved from https://www.healthaffairs.org/
  • MacIntyre, P. D. (1994). Variables underlying willingness to communicate: A causal analysis. Communication Research Reports, 11, 135–142. doi:10.1080/08824099409359951
  • McComas, K. A., Yang, Z., Gay, G. K., Leonard, J. P., Dannenberg, A. J., & Dillon, H. (2010). Individuals’ willingness to talk to their doctors about clinical trial enrollment. Journal of Health Communication, 15, 189–204. doi:10.1080/10810730903528058
  • McCroskey, J. C. (1977). Oral communication apprehension: A summary of recent theory and research. Human Communication Research, 4, 78–96. doi:10.1111/j.1468-2958.1977.tb00599.x
  • McCroskey, J. C. (1978). Validity of the PRCA as an index of oral communication apprehension. Communication Monographs, 45, 192–203. doi:10.1080/03637757809375965
  • McCroskey, J. C., & Richmond, V. P. (1987). Willingness to communicate. In J. C. McCroskey & J. A. Daly (Eds.), Personality and interpersonal communication (pp. 129–156). Newbury Park, CA: Sage.
  • McCroskey, J. C. (2009). Communication apprehension: What we have learned in the last four decades. Human Communication, 12, 179–187.
  • McCroskey, J. C., & Richmond, V. P. (1990). Willingness to communicate: Differing cultural perspectives. Southern Communication Journal, 56, 72–77. doi:10.1080/10417949009372817
  • Morgan, S. E. (2004). The power of talk: African Americans’ communication with family members about organ donation and its impact on the willingness to donate organs. Journal of Social and Personal Relationships, 21, 112–124. doi:10.1177/0265407504039845
  • Morgan, S. E., & Miller, J. K. (2002). Beyond the organ donor card: The effect of knowledge, attitudes, and values on willingness to communicate about organ donation to family members. Health Communication, 14, 121–134. doi:10.1207/S15327027HC1401_6
  • Morgan, S. E., Occa, A., Mouton, A., & Potter, J. (2017). The role of nonverbal communication behaviors in clinical trial and research study recruitment. Health Communication, 32, 461–469. doi:10.1080/10410236.2016.1140266
  • National Center for Education Statistics. (2017). Back to school statistics. Retrieved from https://nces.ed.gov/fastfacts/display.asp?id=372
  • Neuliep, J. W., & McCroskey, J. C. (1997). The development of intercultural and interethnic communication apprehension. Communication Research Reports, 14, 385–398. doi:10.1080/08824099709388656
  • Neuliep, J. W., & Ryan, D. J. (1998). The influence of intercultural communication apprehension and socio-communicative orientation on uncertainty reduction during initial cross-cultural interaction. Communication Quarterly, 46, 88–99. doi:10.1080/01463379809370086
  • Perloff, R. M., Bonder, B., Ray, G. B., Ray, E. B., & Siminoff, L. A. (2006). Doctor-patient communication, cultural competence, and minority health. American Behavioral Scientist, 49, 835–852. doi:10.1177/0002764205283804
  • Perrault, E. K., & Silk, K. J. (2015). Reducing communication apprehension for new patients through information found within physicians’ biographies. Journal of Health Communication, 20, 743–750. doi:10.1080/10810730.2015.1018569
  • Purnell, L. D. (2002). The Purnell model for cultural competence. Journal of Transcultural Nursing, 13(3), 193–196. doi:10.1177/10459602013003006
  • Purnell, L. D. (2013). Transcultural health care: A culturally competent approach (4th ed.). Philadelphia, PA: F. A. Davis Company.
  • Ragan, S. L., & Pagano, M. (1987). Communicating with female patients: Affective interaction during contraceptive counseling and gynecological exams. Women’s Studies in Communication, 10, 46–57. doi:10.1080/07491409.1987.11089705
  • Richmond, V. P., Smith, R. S., Heisel, A. M., & McCroskey, J. C. (1998). The impact of communication apprehension and fear of talking with a physician on perceived medical outcomes. Communication Research Reports, 15, 344–353. doi:10.1080/08824099809362133
  • Saha, S., Beach, M. C., & Cooper, L. A. (2008). Patient centeredness, cultural competence, and healthcare quality. Journal of the National Medical Association, 100, 1275–1285. Retrieved from https://www.nmanet.org/
  • Sallinen-Kuparinen, A., McCroskey, J. C., & Richmond, V. P. (1991). Willingness to communicate, communication apprehension, introversion, and self-reported communication competence: Finnish and American comparisons. Communication Research Reports, 8, 55–64. doi:10.1080/08824099109359876
  • Salmon, C. T., & Neuwirth, K. (1990). Perceptions of opinion “climates” and willingness to discuss the issue of abortion. Journalism Quarterly, 67, 567–577. doi:10.1177/107769909006700312
  • Scott, A. M., & Quick, B. L. (2012). Family communication patterns moderate the relationship between psychological reactance and willingness to talk about organ donation. Health Communication, 27, 702–711. doi:10.1080/10410236.2011.635135
  • Smith, E. D., Hudak, N. C., & Carmack, H. J. (2016, April). Student perceptions of providers’ cultural competence, attitudes toward providers, and patient satisfaction at a university health center. Competitive paper presented to the Health Communication Interest Group at the annual meeting of the Eastern Communication Association in Baltimore, MD.
  • Smith, S. W., Kopfman, J. E., Lindsey, L. L. M., Yoo, J., & Morrison, K. (2004). Encouraging family discussion on the decision to donate organs: The role of the willingness to communicate scale. Health Communication, 16, 333–346. doi:10.1207/S15327027HC1603_4
  • Spector, R. E. (2012). Cultural diversity in health and illness (8th ed.). Upper Saddle River, NJ: Pearson.
  • Street, R. L. (1991). Accommodation in medical consultations. In H. Giles, J. Coupland, & N. Coupland (Eds.), Contexts of accommodation: Developments in applied sociolinguistics (pp. 131–156). Cambridge, England: Cambridge University Press.
  • Street, R. L. (1992). Communicative styles and adaptations in physician-parent consultations. Social Science and Medicine, 34, 1115–1163. doi:10.1016/0277-9536(92)90289-3
  • Watson, B., & Gallois, C. (1998). Nurturing communication by health professionals toward patients: A communication accommodation theory approach. Health Communication, 10, 343–355. doi:10.1207/s15327027hc1004_3
  • Weintraub Austin, E., Pinkelton, B. E., Austin, B. W., & Van de Vord, R. (2012). The relationships of information efficacy and media literacy skills to knowledge and self-efficacy for health-related decision making. Journal of American College Health, 60, 548–554. doi:10.1080/07448481.2012.726302
  • Wheeless, V. E. (1984). Communication apprehension and trust as predictors of willingness to discuss gynecological health topics. Communication Research Reports, 1, 117–121. Retrieved from https://www.tandfonline.com/loi/rcrr20
  • Wheeless, V. E. (1987). Female patient and physician communication and discussion of gynecological health care issues. Southern Speech Communication Journal, 52, 198–211. doi:10.1080/10417948709372688
  • Williams, B. (1994). Patient satisfaction: A valid concept? Social Science & Medicine, 38, 509–516. doi:10.1016/0277-9536(94)90247-X
  • Wright, K. B., Frey, L., & Sopory, P. (2007). Willingness to communicate about health as an underlying trait of patient self-advocacy: The development of the willingness to communicate about health (WTCH) measure. Communication Studies, 58, 35–51. doi:10.1080/10510970601168673
  • Wright, K. B., & Frey, L. R. (2008). Communication and care in an acute cancer center: The effects of patients’ willingness to communicate about health, health-care environment perceptions, and health status on information seeking, participation in care practices, and satisfaction. Health Communication, 23, 369–379. doi:10.1080/10410230802229886
  • Wright, K. B., Mazzone, R., Oh, H., Du, J., Smithson, A.-B., Ryan, D., … Stiller, C. (2016). The influence of US chain restaurant food consumption and obesity in China and South Korea: An ecological perspective of food consumption, self-efficacy in weight management, willingness to communicate about weight/diet, and depression. Health Communication, 31, 1356–1366. doi:10.1080/10410236.2015.1072124

Reprints and Corporate Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

To request a reprint or corporate permissions for this article, please click on the relevant link below:

Academic Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

Obtain permissions instantly via Rightslink by clicking on the button below:

If you are unable to obtain permissions via Rightslink, please complete and submit this Permissions form. For more information, please visit our Permissions help page.