Relationship of interpersonal behaviors and health-related control appraisals to patient satisfaction and compliance in a university health center

OBJECTIVE: The authors' aim was to evaluate patient-provider relationships in a college health center. PARTICIPANTS: Eighty student patients and their health-care providers. METHODS: Patients completed a measure of perceived health competence before a consultation and measures of provider participatory behavior and interpersonal behavior before and after the consultation. They evaluated their satisfaction with care and compliance after the consultation and again 2 weeks later. Providers completed measures of their participatory behavior and patients' interpersonal behavior after the consultation. RESULTS: Patients preferred to be well informed and to have their preferences taken into account, and generally felt competent at managing their own health affairs. They indicated they obtained the high level of participation they desired. Patients desired and actually experienced friendly and submissive providers. Degree of match between patients' desired and actual level of involvement in their care was associated with greater satisfaction. A greater match between the extent to which they desired the provider to be affiliative and the provider's actual affiliative behavior was associated with more satisfaction. No variables were predictive of patient compliance. CONCLUSION: The authors discuss results in terms of the influence of situational factors characteristic of a college health center.     

Internet Paradox Revisited

Kraut et al. (1998) reported negative effects of using the Internet on social involvement and psychological well-being among new Internet users in 1995–96. We called the effects a "paradox" because participants used the Internet heavily for communication, which generally has positive effects. A 3-year follow-up of 208 of these respondents found that negative effects dissipated. We also report findings from a longitudinal survey in 1998–99 of 406 new computer and television purchasers. This sample generally experienced positive effects of using the Internet on communication, social involvement, and well-being. However, consistent with a "rich get richer" model, using the Internet predicted better outcomes for extraverts and those with more social support but worse outcomes for introverts and those with less support.     

Response Effects in the Electronic Survey

This report examines the electronic survey as a research tool.In an electronic survey, respondents use a text processing programto self-administer a computer-based questionnaire. As more peoplehave access to computers, electronic surveys may become widespread.The electronic survey can reduce processing costs because itautomates the transformation of raw data into computer-readableform. It can combine advantages of interviews (e.g., prompts,complex branching) with those of paper mail surveys (e.g., standardization,anonymity). An important issue is how the electronic surveyaffects the responses of people who use it. We conducted anexperimental sample survey on health attitudes, behaviors, andpersonal traits using two forms of administration: electronicand paper mail. Closed-end responses in the electronic surveywere less socially desirable and tended to be more extreme thanwere responses in the paper survey. Open-ended responses thatcould be edited by respondents were relatively long and disclosing.These findings are consistent with other research on computer-mediatedcommunication, raising general issues about using computersto collect self-report data.