Doctor-patient communication and patient satisfaction: a review

Williams, Summer L.; Weinman, John; Dale, Jeremy

doi:10.1093/fampra/15.5.480

Cited by 384 publications

(225 citation statements)

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“…Several studies have shown that patients' satisfaction is related to verbal and nonverbal behaviors during the visit, but results have been conflicting. [46][47][48] A next step will be to determine whether the interaction process influences both patient and physician satisfaction, controlling for the respective predictors mentioned above.…”

Section: Discussionmentioning

confidence: 99%

Satisfaction with the outpatient encounter: A comparison of patients' and physicians' views

Zandbelt¹,

Smets²,

Oort³

et al. 2004

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OBJECTIVE:To compare patients' and physicians' visit-specific satisfaction in an internal medicine outpatient setting, and to explain their respective views. DESIGN:Patients' and physicians' background characteristics were assessed prior to outpatient encounters. Immediately after the encounter, both patients and physicians completed a questionnaire assessing satisfaction with the visit. SETTING:The outpatient division of an academic teaching hospital. PARTICIPANTS:Thirty residents and specialists in general internal medicine, rheumatology, and gastroenterology, and 330 patients having a follow-up appointment with one of these physicians. MEASUREMENTS AND MAIN RESULTS:Patients' and physicians' visit-specific satisfaction was assessed using 5 Visual Analogue Scales (0 to 100). Patients' overall satisfaction was higher than physicians' satisfaction (mean 81 vs. 66), and correlation of patients' and physicians' overall satisfaction with the specific visit was medium sized ( r = .28, P < .001). Patients' satisfaction ratings were associated with their previsit self-efficacy in communicating with their physician ( P < .001) and with visiting a female physician ( P < .01). Physicians' satisfaction was associated with patients' higher educational level ( P < .05), primary language being Dutch ( P < .001), better mental health ( P < .05), and preference for receiving less than full information ( P < .05). CONCLUSIONS:In an outpatient setting, patients' visit-specific satisfaction ratings were substantially higher than, and only moderately associated with, physicians' ratings of the same visit. The dissimilar predictors explaining patients' and physicians' satisfaction suggest that patients and physicians form their opinion about a consultation in different ways. Hence, when evaluating outpatient encounters, physicians' satisfaction has additional value to patients' satisfaction in establishing quality of care.KEY WORDS: physician-patient relations; patient satisfaction; physician satisfaction; outpatients.

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Section: Discussionmentioning

confidence: 99%

Satisfaction with the outpatient encounter: A comparison of patients' and physicians' views

Zandbelt¹,

Smets²,

Oort³

et al. 2004

PsycEXTRA Dataset

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“…The high esteem and regard enjoyed by the medical profession globally, may be responsible for producing in patients a reluctance to criticize their doctors [13]. However, it is instructive to realize that long history taking has been shown to inversely affect patients' satisfaction rates with the consultation [14].…”

Section: Detailed History Takingmentioning

confidence: 99%

The Consultation in Primary Care: Physician Attributes that Influence Patients’ Satisfaction in Calabar, Nigeria

Okokon¹,

Ogbonna²

2013

J Gen Pract

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Background: The Consultation is of immense importance in primary care. This study aimed to utilize physician attributes in the patient-care process in determining the proportion of patients who were satisfied or otherwise with the consultation at their doctor-patient interaction.Method: This was a cross-sectional descriptive study undertaken in the Family Medicine Clinic of the University of Calabar Teaching Hospital in the Niger Delta Region of Nigeria. A modified post consultation version of the General Practice Assessment Questionnaire was administered to 430 patients aged 18 to 67 years, who were selected through a process of systematic random sampling over a period of three weeks. Data generated in this study was analyzed using the statistical package for social sciences version 11. Results:Of the 430 subjects studied, 46.74% were males and 53.26% females. The physician attributes shown to positively affect patients' satisfaction with the consultation included: manner of asking the patients about their feeling regarding their illnesses, detailed enquiry about the patients' symptoms, discussing the origin of the patients' illnesses, involving the patients in decisions about the care and explaining the patients' problems and any treatment needed. Others were: making the patients feel at ease during the examination, showing care and concern and addressing their main presenting problems. Conclusion:The study demonstrated clearly that physician attributes greatly influence the outcome of the Consultation in Primary Care.

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“…The risk of a clinician‐led encounter (Williams, Weinman, & Dale, 1998) is the potential to misdiagnose and misunderstand or simply bypass patient preferences in treatment (Mulley, Trimble, & Elwyn, 2012). In contrast, some patient participants reported dual preferences for outcome, both to remove the symptoms and to learn to manage them better.…”

Section: Resultsmentioning

confidence: 99%

“…Hearing therapists were seen to engage more fully in active listening, which has been recognized as a key communication skill when working with people with persistent conditions (Lang, Floyd, & Beine, 2000). These skills are important as empathetic behaviours and in particular communication behaviours that encourage patients to express themselves enhance patient satisfaction in the relationship (Williams et al ., 1998). …”

Section: Discussionmentioning

confidence: 99%

Shared decision‐making in tinnitus care – An exploration of clinical encounters

Pryce

Hall

Marks

et al. 2018

British J Health Psychol

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ObjectivesThis study examined clinical encounters between clinicians and patients to determine current practice for the diagnosis and treatment of tinnitus. The objective was to develop an understanding of the ideal clinical encounter that would facilitate genuine shared decision‐making.DesignVideo ethnography was used to examine clinical encounters for the diagnosis and treatment of tinnitus.MethodsClinical encounters were video‐recorded. Patients were interviewed individually following their clinic appointment. Data were analysed using constant comparison techniques from Grounded Theory. Initial inductive analyses were then considered against theoretical conceptualizations of the clinician–patient relationship and of the clinical encounter.ResultsAlignment between clinician and patient was found to be essential to a collaborative consultation and to shared decision‐making. Clinician groups demonstrated variation in behaviour in the encounter; some asked closed questions and directed the majority of the consultation; others asked open questions and allowed patients to lead the consultation.ConclusionsA shift away from aetiology and physiological tests is needed so that tinnitus is managed as a persistent unexplained set of symptoms. This uncertainty is challenging for the medical professionals; lessons could be learned from the use of therapeutic skills. Further research is required to test techniques, such as the use of decision aids, to determine how we might create the ideal clinical encounter. Statement of contribution What is already known on this subject? Tinnitus is a condition in which sound is heard in the absence of an external source. Current approaches to managing tinnitus vary depending on clinical site (Hoare & Hall, 2011).In most instances, tinnitus does not have a straightforward medical cause. Tinnitus care is challenging to traditional biomedical encounters because the process of diagnosis may not lead to a defined treatment.Clinicians are required to consider not only what the tinnitus sounds like but more importantly, what it means for the affected individual. This requires a careful and skilled approach to eliciting a patient's current behaviour, coping, and preferences for both outcomes and treatment approaches. What does this study add? We provide the first in‐depth description of decision‐making in clinical services for tinnitus.Findings suggest a shift in focus is required to move away from the current prioritization of the biomedical treatment of tinnitus.There is variation to the extent different clinicians were able to deal with the uncertainty presented by the symptoms of tinnitus.

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Doctor-patient communication and patient satisfaction: a review

Cited by 384 publications

References 0 publications

Satisfaction with the outpatient encounter: A comparison of patients' and physicians' views

Satisfaction with the outpatient encounter: A comparison of patients' and physicians' views

The Consultation in Primary Care: Physician Attributes that Influence Patients’ Satisfaction in Calabar, Nigeria

Shared decision‐making in tinnitus care – An exploration of clinical encounters

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