Journal of General Internal Medicine

, Volume 14, Issue 7, pp 409–417 | Cite as

Are latinos less satisfied with communication by health care providers?

  • Leo S. Morales
  • William E. Cunningham
  • Julie A. Brown
  • Honghu Liu
  • Ron D. Hays
Original Articles


OBJECTIVE: To examine associations of patient ratings of communication by health care providers with patient language (English vs Spanish) and ethnicity (Latino vs white).

METHODS: A random sample of patients receiving medical care from a physician group association concentrated on the West Coast was studied. A total of 7,093 English and Spanish language questionnaires were returned for an overall response rate of 59%. Five questions asking patients to rate communication by their health care providers were examined in this study. All five questions were administered with a 7-point response scale.

MAIN RESULTS: We estimated the associations of satisfaction ratings with language (English vs Spanish) and ethnicity (white vs Latino) using ordinal logistic models, controlling for age and gender. Latinos responding in Spanish (Latino/Spanish) were significantly more dissatisfied compared with Latinos responding in English (Latino/English) and non-Latino whites responding in English (white) when asked about: (1) the medical staff listened to what they say (29% vs 17% vs 13% rated this “very poor,” “poor,” or “fair”; p<.01); (2) answers to their questions (27% vs 16% vs 12%; p<.01); (3) explanations about prescribed medications (22% vs 19% vs 14%; p<.01); (4) explanations about medical procedures and test results (36% vs 21% vs 17%; p<.01); and (5) reassurance and support from their doctors and the office staff (37% vs 23% vs 18%; p<.01).

CONCLUSION: This study documents that Latino/Spanish respondents are significantly more dissatisfied with provider communication than Latino/English and white respondents. These results suggest Spanish-speaking Latinos may be at increased risk of lower quality of care and poor health outcomes. Efforts to improve the quality of communication with Spanish-speaking Latino patients in outpatient health care settings are needed.

Key Words

Hispanic Latino satisfaction communication quality of care 


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Copyright information

© Society of General Internal Medicine 1999

Authors and Affiliations

  • Leo S. Morales
    • 1
    • 3
  • William E. Cunningham
    • 1
    • 2
  • Julie A. Brown
    • 3
  • Honghu Liu
    • 1
  • Ron D. Hays
    • 1
    • 3
  1. 1.Division of General Internal Medicine and Health Services Researchthe University of California Los Angeles, School of MedicineUSA
  2. 2.School of Public HealthLos Angeles
  3. 3.RANDSanta Monica

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