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Patient-centered communication, patient satisfaction, and retention in care in assisted reproductive technology visits

  • Assisted Reproduction Technologies
  • Published:
Journal of Assisted Reproduction and Genetics Aims and scope Submit manuscript

Abstract

Purpose

To explore the association between patient-centered communication, patients’ satisfaction, and retention in care in assisted reproductive technology (ART) visits.

Methods

ART visits at eight Italian clinics were videotaped and coded using the Roter Interaction Analysis System, which includes a Patient-Centered Index (PCI), a summary “patient-centered communication” ratio. After the visit, patients completed a satisfaction questionnaire (SATQ). After 3 months, patients were asked about their retention in care. Spearman correlations and Mann-Whitney tests were used to test associations between the study variables; the open-ended item of SATQ was analyzed through content analysis.

Results

Eighty-five visits were videotaped (involving 28 gynecologists and 160 patients). PCI score (μ = 0.51 ± 0.28) revealed a more disease-oriented communication during the visit. Patients reported high levels of satisfaction with the visit and identified in the information provision or in the doctor’s humanity or kindness the main reasons of satisfaction. At the follow-up, the majority of the couples declared to have followed the clinicians’ recommendations and to have remained related to the ART center. No associations were found among the study variables, except for a lower male satisfaction among couples who declared to have changed ART clinic.

Conclusions

Contrary to what was expected, the style of physician-patient communication was not found to be associated with patient satisfaction and retention in care. However, patients were highly satisfied and engaged. The actual meaning of a communication that is “patient-centered” in the ART context might be wider, including the couples’ need for information, as suggested by qualitative findings.

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Author information

Authors and Affiliations

  1. Department of Health Sciences, University of Milan, 20142, Milan, Italy

    L. Borghi, D. Leone, S. Poli & E. Vegni

  2. San Paolo University Hospital, Asst-Santi Paolo e Carlo, 20142, Milan, Italy

    D. Leone & E. Vegni

  3. Futura Assisted Reproductive Center, 50129, Florence, Italy

    C. Becattini

  4. Demetra Assisted Reproductive Center, 50141, Florence, Italy

    E. Chelo & C. Livi

  5. Ospedale Evangelico Internazionale, Assisted Reproductive Unit, 16122, Genoa, Italy

    M. Costa

  6. Istituto Clinico Città Studi, Assisted Reproductive Center, 20131, Milan, Italy

    L. De Lauretis

  7. S.I.S.Me.R. Reproductive Medicine Unit, 40138, Bologna, Italy

    A. P. Ferraretti

  8. Department of Surgical Sciences, University of Turin, 10126, Turin, Italy

    C. Filippini

  9. CRA, Assisted Reproductive center, 95128, Catania, Italy

    G. Giuffrida & G. Tomasi

  10. Azienda Provinciale per i Servizi Sanitari–Provincia Autonoma di Trento, Assisted Reproductive Unit, 38123, Arco, Italy

    A. Luehwink

  11. Ambra Assisted Reproductive Center, 90138, Palermo, Italy

    R. Palermo

  12. Gynecology and Obstetrics I, Physiopathology of Reproduction and IVF Unit, Department of Surgical Sciences, S. Anna Hospital, University of Torino, 10126, Torino, Italy

    A. Revelli

  13. Azienda Ospedaliera Santa Maria degli Angeli, 33170, Pordenone, Italy

    F. Tomei

Authors
  1. L. Borghi
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  2. D. Leone
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  3. S. Poli
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  6. M. Costa
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  7. L. De Lauretis
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  8. A. P. Ferraretti
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  9. C. Filippini
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  10. G. Giuffrida
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  11. C. Livi
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  13. R. Palermo
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  14. A. Revelli
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  15. G. Tomasi
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  16. F. Tomei
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  17. E. Vegni
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Corresponding author

Correspondence to L. Borghi.

Ethics declarations

The research project was approved by the Ethical Review Board of the University of Milan and by the Ethical Review Boards of the eight participating ART clinics. Written informed consent was obtained from each participant included in the study, and patients and physicians were guaranteed the right to withdraw voluntarily if they so decide.

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Borghi, L., Leone, D., Poli, S. et al. Patient-centered communication, patient satisfaction, and retention in care in assisted reproductive technology visits. J Assist Reprod Genet 36, 1135–1142 (2019). https://doi.org/10.1007/s10815-019-01466-1

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  • DOI: https://doi.org/10.1007/s10815-019-01466-1

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