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Table 2 Bivariate associations between patients’ front desk experience, question behavior, and health literacy skills, and patient-reported outcomes of care (N = 3358)

From: Effects of patient health literacy, patient engagement and a system-level health literacy attribute on patient-reported outcomes: a representative statewide survey

  Patient-reported outcomes
  Know more about health after seeing doctor Make better choices about health after seeing doctor
Variable N (%) p-value N (%) p-value
Front desk experience     
Comfort with front desk staff   <0.0001   <0.0001
 Very comfortable 1963 (89.6%)   1858 (85.9%)  
 Somewhat comfortable 742 (77.8%)   730 (78.4%)  
 Not at all comfortable 55 (53.3%)   57 (56.2%)  
Treated with respect by front desk staff   <0.0001   <0.0001
 Great respect 2035 (88.9%)   1912 (84.7%)  
 Some respect 669 (77.4%)   671 (79.1%)  
 Little or no respect 55 (57.6%)   61 (64.6%)  
Front desk experience   <0.0001   <0.0001
 Good front desk experience 2266 (88.3%)   2143 (84.8%)  
 Poor front desk experience 499 (72.2%)   506 (74.6%)  
Patient question behaviors     
Brought questions to visit   <0.0001   <0.0001
 Yes 700 (90.1%)   671 (88.2%)  
 No 2073 (83.3%)   1978 (80.6%)  
Patient health literacy skills *   0.13   0.23
 Extremely confident 1588 (86.1%)   1503 (82.2%)  
 Somewhat confident 1045 (83.7%)   1016 (83.3%)  
 Not at all confident 135 (82.5%)   124 (77.9%)  
  1. *Health literacy was assessed using the screener item “How confident are you filling out medical forms by yourself?”34.