Measuring patient expectations: Does the instrument affect satisfaction or expectations?

B. Mitchell Peck, David A. Asch, Susan D. Goold, Debra Roter, Peter A. Ubel, Lauren M. McIntyre, Katherine H. Abbott, Jennifer A. Hoff, Celine M. Koropchak, James A. Tulsky

Research output: Contribution to journalArticle


BACKGROUND. Fulfillment of patients' expectations may influence health care utilization, affect patient satisfaction, and be used to indicate quality of care. Several different instruments have been used to measure expectations, yet little is known about how different assessment methods affect outcomes. OBJECTIVE. The object of the study was to determine whether different measurement instruments elicit different numbers and types of expectations and different levels of patient satisfaction. DESIGN. Patients waiting to see their physician were randomly assigned to receive 1 of 2 commonly used instruments assessing expectations or were assigned to a third (control) group that was not asked about expectations. After the visit, patients in all 3 groups were asked about their satisfaction and services they received. SUBJECTS. The study subjects were 290 male, primary care outpatients in a VA general medicine clinic. MEASURES. A "short" instrument asked about 3 general expectations for tests, referrals, and new medications, while a "long" instrument nested similar questions within a more detailed list. Wording also differed between the 2 instruments. The short instrument asked patients what they wanted; the long instrument asked patients what they thought was necessary for the physician to do. Satisfaction was measured with a visit-specific questionnaire and a more general assessment of physician interpersonal skills. RESULTS. Patients receiving the long instrument were more likely to express expectations for tests (83% vs. 28%, P

Original languageEnglish (US)
Pages (from-to)100-108
Number of pages9
JournalMedical Care
Issue number1
Publication statusPublished - Jan 2001



  • Patient expectations
  • Patient satisfaction
  • Veterans

ASJC Scopus subject areas

  • Public Health, Environmental and Occupational Health
  • Nursing(all)
  • Health(social science)
  • Health Professions(all)

Cite this

Mitchell Peck, B., Asch, D. A., Goold, S. D., Roter, D., Ubel, P. A., McIntyre, L. M., ... Tulsky, J. A. (2001). Measuring patient expectations: Does the instrument affect satisfaction or expectations? Medical Care, 39(1), 100-108.