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Patients’ Perceived Cultural Sensitivity of Health Care Office Staff and Its Association with Patients’ Health Care Satisfaction and Treatment Adherence
- Journal of Health Care for the Poor and Underserved
- Johns Hopkins University Press
- Volume 24, Number 4, November 2013
- pp. 1586-1598
- 10.1353/hpu.2013.0170
- Article
- Additional Information
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Research suggests that patients’ interactions with their front desk office 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. This study tested the hypothesis that patient-perceived cultural sensitivity of front desk office staff has a significant positive 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 supported the tested hypothesis. Patient health care satisfaction fully mediated the relationship between patient-perceived cultural sensitivity of front desk office staff and patient treatment adherence. The patient satisfaction and cultural sensitivity variables explained 10% of the variance in patient treatment adherence. Training front desk office staff in patient-centered culturally sensitive health care may improve patients’ health care satisfaction and treatment adherence.