Patient-Reported Experiences of Communication in Tertiary Otorhinolaryngology Outpatient Care: An Exploratory Cross-Sectional Study

Objective: Patient experience (PE) is a key healthcare quality indicator, particularly in tertiary and specialised outpatient settings where organisational complexity increases communication demands. This study examined patient-reported experiences of communication in a tertiary otorhinolaryngology (ORL) outpatient clinic and their association with sociodemographic characteristics. Methods: This exploratory cross-sectional study analysed survey data from adult patients attending a tertiary ORL outpatient clinic in Croatia between April and May 2025 (N = 189). PE was assessed by analysing 21 items grouped into three communication-related domains: communication and relationship, non-verbal communication, and treatment information. All items were rated on a 5-point Likert scale. Composite scores were calculated for each domain and for the overall experience. Descriptive statistics, group comparisons, and multiple linear regression analyses were performed. Results: Very positive experiences were observed across all communication domains. Median scores were highest for communication and relationships, followed by non-verbal communication and treatment information. While overall ratings were consistently high, greater variability was observed within treatment-related information, regarding written instructions and information about side effects. No significant associations were found between PE and sex, age, or education level. Conclusions: Communication-related PE in a tertiary ORL outpatient setting was highly rated, especially the relational and non-verbal aspects; however, the observed variability in information and treatment-related communication highlights potential areas for targeted quality improvement. These findings support the use of patient-reported experience measures as appropriate tools for assessing quality of care in complex ORL outpatient settings.