Personality characteristics associated with satisfaction with healthcare and the wish to complain

Abstract

Background There is increasing evidence that satisfaction with healthcare and complaint rates vary with patients’ socio-demographic characteristics. Likewise, patient personality might influence the perception of health care; however, empirical research has been scarce. The aim of this study was to investigate associations between health care user personality and satisfaction with care and urge to complain. Methods This study is a randomized survey among Danish men aged 45 to 70 years (N = 6,756; 30% response rate) with hypothetical vignettes illustrating different courses of healthcare. Assuming they received the care described in vignettes, participants rated their satisfaction and wish to complain on a five-point Likert scale. Information on personality characteristics was obtained through self-reports using the standardized Big Five Inventory-10 (BFI-10). Results In multivariate analyses, we found respondents with higher scores on the agreeableness dimension expressing greater satisfaction with care (Likert difference 0.06, 95% CI 0.04 to 0.07; p < 0.001) and decreased wish to complain (-0.07, 95% CI -0.08 to -0.05; p < 0.001) while high neuroticism scores were associated with less satisfaction (-0.02, 95% CI -0.03 to -0.00, p = 0.012) and an increased wish to complain about healthcare (0.04, 95% CI 0.03 to 0.06, p < 0.001). Interaction analyses could demonstrate no statistically significant interaction between the level of patient involvement in decision making in the scenarios and the effect of personality on respondents' satisfaction and wish to complain. Generally, however, when adjusting for personality, respondents’ satisfaction increased (P < 0.001) with greater patient involvement illustrated in case scenarios while the wish to complain decreased (P < 0.001). Conclusion Our findings suggest low agreeableness and high neuroticism scores are associated with lower patient satisfaction with healthcare and increased wish to complain. Irrespective of personality, however, the wish to complain seems responsive to changes in patient involvement, underscoring the importance of inclusive healthcare communication.

Complaint behaviour among healthcare users: self-reported complaint experience and complaint proneness in adult men

“…18 30-32 Conversely, patients with low agreeableness have negative views of others and low trust, which may be associated with a tendency to blame others for poor outcomes and a wish to complain. 18 More generally, we found that most healthcare users were satisfied with the care described in a wide range of hypothetical scenarios, even in situations where the doctors' communication was poor or the outcome was negative. Consistent with Dolinsky et al's research, high satisfaction with care was inversely associated with complaint proclivity.…”

“… 26 Regarding personality and complaint behaviour, evidence has been anecdotal at best. 18 27–29 Some empirical knowledge, however, exists from studies of patient satisfaction. In particular, studies using the Five-Factor Personality Inventory have found agreeableness to predict patient satisfaction.…”

“…In particular, studies using the Five-Factor Personality Inventory have found agreeableness to predict patient satisfaction. 18 30–32 Conversely, patients with low agreeableness have negative views of others and low trust, which may be associated with a tendency to blame others for poor outcomes and a wish to complain. 18 …”

“… 18 30–32 Conversely, patients with low agreeableness have negative views of others and low trust, which may be associated with a tendency to blame others for poor outcomes and a wish to complain. 18 …”

The Impact of Personality Traits on Patient Satisfaction after Telerehabilitation: A Comparative Study of Remote and Face-to-Face Musculoskeletal Rehabilitation during COVID-19 Lockdown

“…However, they were found to adhere more strictly to the COVID-19 guidelines and engage in more social distancing [ 32 ]. Moreover, low agreeableness scores were associated with lower patient satisfaction with healthcare and an increased desire to complain [ 33 ]. In turn, social distancing was much more challenging for extroverts, and higher extroversion scores were associated with lower means of social distancing [ 34 , 35 ].…”