Year of Award
2022
Document Type
Professional Paper - Campus Access Only
Degree Type
Master of Arts (MA)
Degree Name
Communication Studies
Other Degree Name/Area of Focus
Health Communication
Department or School/College
Department of Communication Studies
Committee Chair
Dr. Heather L. Voorhees
Commitee Members
Dr. Gregory Larson Dr. Annie Sondag
Keywords
Oncology, health communication, patient satisfaction, patient-provider communication, expectancy violations theory, communication satisfaction
Publisher
University of Montana
Subject Categories
Health Communication
Abstract
While the cancer experience has been studied extensively by scholars, one aspect that is lacking in the literature is examining the effect of informational expectations on overall patient satisfaction. Patient informational expectations may impact how patients view their providers, and ultimately their overall treatment experience. To understand informational communication violations between patients and healthcare providers, the author used expectancy violations theory (Burgoon, 1993) to frame a mixed-methods online survey (N = 23). Results indicated that overall satisfaction with treatment is highly correlated with communication satisfaction. Information-sharing is a crucial aspect of overall patient satisfaction as well, however, patients want providers to share more information about treatment details rather than side effect information. Patients experience violations when providers lack adequate communication strategies. These violations can either cause the patients to seek out information by themselves, or they may blame themselves for the miscommunication. Based on the results of this study, practical applications for patients and providers are suggested, such as new communication strategies for providers and advice for how patients can come prepared to discuss certain topics in their appointments. Limitations and future research suggestions are also discussed.
Recommended Citation
Sholey, Elizabeth Margaret, "Patient Expectations, Satisfaction, and Provider Communication Within the Oncology Experience" (2022). Graduate Student Theses, Dissertations, & Professional Papers. 11888.
https://scholarworks.umt.edu/etd/11888
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© Copyright 2022 Elizabeth Margaret Sholey