Communication matters when it comes to adverse events: Associations of adverse events during implant treatment with patients' communication quality and trust assessments.

Abstract

Because patients' trust in their physicians is a critical factor in improving health outcomes and patient response to adverse events, it is important to analyze the determinants of trust. One of these determinants is patient-centered communication. Because the occurrence of adverse events must be communicated to the patient, we asked whether the perceived quality of patient-physician communication acts as an isolating factor between adverse events and patient trust. We proposed and tested a structural equation model linking the occurrence of adverse events to the mediator patient-provider communication quality and to the outcome patient trust. The model was controlled for sociodemographic and health-related factors. We used online survey data from German implant patients (n = 1312), as implant treatment is associated with frequent adverse events such as infections. Our results show that adverse events during implant treatment are associated with small but significantly lower trust levels. Patient-provider communication quality partially mediates this association. Patient trust does not appear to be immune to deterioration from adverse events. Patient-provider communication plays a role in mitigating this association. To improve the quality of care, attention should be paid to how adverse events are communicated in a patient-centered manner.