Changes in physician–patient communication from initial to return visits: a prospective study in a haematology outpatient clinic

Toward Continuous Primary Care in the United States

“…14 Graugaard et al examined physician-patient communication during the first 2 initial and the seventh (on average) patient visit at a hematology outpatient clinic in Norway. 13 The amount of tasked-focused communication was significantly reduced between the initial and return visits, but the amount of socioeconomic communication remained relatively stable. 13 Consultations contained greater levels of socioeconomic communication during the first visit; consequently, patients were more satisfied in the second and return visits, but not the in the first.…”

Humour, Relationship Maintenance and Personality Matching in automated dialogue: A controlled study

“…Relationship Maintenance has been considered an important part of dialogue, as demonstrated by the work of on automated dialogue and the work on physician-patient communication by, amongst others, Bensing and Dronkers (1992); Hall et al (1987); Bertakis and Callahan (1992); Graugaard et al (2005). Our work has shown that this intuition is correct: The system which built a relationship over time with the users by processing and elaborating information from previous sessions and relating the current situation with the content of previous sessions was perceived as more professional, being more polite, considerate and genuine.…”

“…In looking at maintaining relationships over multiple interactions have reported the positive effects of including relational behaviours (relational maintenance effects such as social chit-chat, empathetic feedback, meta-relational communication, humour) within computer-patient interactions: these led to significantly better working alliances and greater desire to continue working with the automated system. Looking at dialogue in a ''real world'' setting, researchers in psychotherapy and counselling have highlighted the role of Relationship Maintenance: a number of studies (Bensing and Dronkers, 1992;Hall et al, 1987;Bertakis and Callahan, 1992;Graugaard et al, 2005) have shown how the communication between physician and patients changes over time showing how the degree of task-focused communication significantly reduced between initial and return visits and that patients were more satisfied as consultations contained greater levels of socio-emotional communication (i.e. chatting) and less history taking.…”

“…• Slowly build familiarity with the user by proceeding from a generic greeting introducing the system and its purpose in the first interaction to a gradually more friendly greeting with some elements of small talk in subsequent dialogues (following the results presented in Bensing and Dronkers, 1992;Hall et al, 1987;Bertakis and Callahan, 1992;Graugaard et al, 2005); this includes avoiding repetition, for example varying the wording in the type of greeting given to the user and in the advice given, but also covers small talk elements which change by becoming more personal over time.…”

Five years of EACH (European Association for Communication in Healthcare)

“…In 2006, these same considerations guide our activities. What is more, worldwide, there is a growing interest in, on the one hand, the use of high-tech communication tools and e-consultations [2,3], requiring a redefinition of the conventional, face-to-face provider-patient contact and, on the other hand, a renewed interest in narratives and the patients' voice [4][5][6][7], revealing different perspectives in healthcare necessary to construct roles and obligations. In addition, the results of communication studies published in the last 5 years indicate that the relationship between communication and outcome is more complicated than considered so far.…”