Let's keep an eye on it: An experiment examining healthcare provider use of figurative language on perceptions of provider and accommodation.

Abstract

To examine the influence of function and number of provider figurative language expressions on perceptions of accommodation, overaccommodation, and underaccommodation, the provider (liking, satisfaction, affective communication, approachability, and quality of medical care), and likelihood of making another appointment. A 3 (function: direct/explain/rapport) x 2 (number: 2/4) online experiment surveyed U.S. adults (N = 590), imagining they were patients by watching a provider video. Open-ended survey data was analyzed to determine why participants believe providers should (not) use figurative language, and which figurative language functions providers could use. Two-way (M)ANOVAs indicated rapport expressions resulted in lower perceived accommodation, satisfaction, affective communication, approachability, and likelihood of making another appointment when more expressions were used (p < .05). Direct expressions resulted in lower quality of medical care and more overaccommodation when fewer expressions were used (p ≦ .05). Participants indicated providers could use figurative language to facilitate rapport (51.1 %) and to explain information (43.9 %). The rapport function was beneficial when used less while the direct function was beneficial when used more. However, more research is needed to understand the influence of provider figurative language on patient outcomes. Providers could consider the function and amount of figurative language expressions when interacting with patients.