Managing Patient Expectations: The Art of Finding and Keeping Loyal Patients

Baker, Susan Keane

doi:10.1111/j.1945-1474.2000.tb00129.x

Cited by 17 publications

(15 citation statements)

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“…Cultural influences include ideologies regarding the extent to which emotional labor is viewed as a commodity (Bone 2002), the tasks involved in the work (Bolton 2000), and the marketability of emotional experience (Holyfield 1999). Additionally, when narrowing the focus to health care, we see additional cultural‐level influences, including the emotional expectations patients and their families have for nurses and doctors (Baker 1998; de Castro et al. 2004; Larson and Yao 2005; Moyle 2003; Smith 1991), as well as what professional associations (e.g., American Nurses Association; American Medical Association) expect of their members (Halpern 2001; Kerfoot 1996).…”

Section: Emotional Labor and Health Care: What We Do And Do Not Yet Knowmentioning

confidence: 99%

Emotional Labor and Health Care

Erickson

Grove

2008

Sociology Compass

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We examine the literature on emotional labor and health care to demonstrate the potential for emotional labor research to inform how social and medical scientists think about health care and how examining healthcare contexts has contributed to the scientific understanding of emotional labor processes. In doing so, we first review the key terms and definitions that are used within the emotion management perspective and evaluate the ways in which power differences have remained largely implicit features of research on emotional labor in healthcare settings. Finally, we explore how the increasing economic rationalization of health care may be influencing the emotional experiences of today's healthcare professionals and the implications of this trend for future research on emotional labor and the health and well‐being of care providers and their patients.

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Section: Emotional Labor and Health Care: What We Do And Do Not Yet Knowmentioning

confidence: 99%

Emotional Labor and Health Care

Erickson

Grove

2008

Sociology Compass

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“…In fact, the introduction has been termed "the first step in the therapeutic process." 9 It is important that doctors focus all their attention strictly on patient concerns in the first minute of an encounter, and not just go straight to the monitor and patient's records after a brief greeting. Good communication while using EMR starts before the clinical encounter, with the doctor reviewing the patient's chart before entering the examination room.…”

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confidence: 99%

Opinion & Special Articles: Professionalism in neurology

et al. 2014

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Maintaining patient rapport in a world of EMR Health information technology is playing a critical role in fostering more efficient and effective health care systems by improving how information is recorded, organized, and exchanged through the use of electronic medical records (EMR). EMR are defined, according to the International Organization for Standardization, as "repositories of patient data in digital form, stored and exchanged securely, and accessible by multiple authorized users. They contain retrospective, concurrent, and prospective information, and their primary purpose is to support continuing, efficient, and quality integrated healthcare." 1 Meaningful EMR use is being promoted by governments and organizations worldwide as it can improve health care delivery, particularly for people with chronic conditions, whose growing prevalence is the single greatest cause of rising health care spending in developed countries. 2In a recent WHO report, 3 neurologic disorders requiring long-term care cause substantial burdens, which are projected to increase further by 2030. More than half of this burden in disability-adjusted life years (DALYs) is contributed by cerebrovascular disease, Alzheimer and other dementias, epilepsy, and migraines. EMR have been shown to be useful in the management of these diseases 4,5 as they promote better coordination within the health care system. While the promises are compelling, their implementation has increased concerns about lengthened visit time, additional training needs, privacy and confidentiality breaches, and possible negative influence on patient-doctor encounters. These new technologies will inevitably shape patient-doctor communication, and little is known about how this may affect patient-centered care.There is strong evidence that patient-doctor rapport has a direct influence on health outcomes. Effective patient-doctor communication has been associated with multiple benefits. These include patient satisfaction and ability to recollect information, a better understanding of medical conditions, cooperation with treatment plans, physiologic markers (e.g., blood pressure, blood glucose levels), and functional status measure improvement.6 Patient-doctor rapport is considered effective when it leads to the following outcomes: (1) patients disclose enough information about illnesses leading to accurate diagnoses; (2) doctors, in consultation with patients, select medically appropriate treatments acceptable to the patients; (3) patients understand their condition and prescribed treatment regimen; (4) doctors and patients establish positive rapport; (5) patients and doctors are committed to fulfilling their responsibilities during treatment and follow-up care. 7Communication between patients and doctors is typically influenced by sociodemographic characteristics (e.g., sex, ethnicity, education, age) and the environment where the communication takes place (particularly, comfort and cleanliness of the clinic, time allotted for encounters, and the degree of privacy). The use...

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“…Understanding motivating factors and expectations is fundamental to providing high quality care. Ensuring that patients' expectations are met is a key determinant of satisfaction with the outcomes 9 and also enhances a patient's engagement with the clinical process. 10 However, motivation and expectations are complex and developed in a number of different ways.…”

Section: Understanding Motivations and Meeting Patient Expectationsmentioning

confidence: 99%

Patient-centred care: how close to this are we?

2018

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This article focusses on those aspects of patient centred care which are relevant to dentistry. Understanding motivating factors and patient expectations of treatment are fundamental in the provision of high quality care. Ensuring that patients have realistic expectations can be enhanced by providing good information and communicating well at all stages of treatmentfactors which also enhance the overall patient experience. A wide range of factors contribute to patient satisfaction with treatment, alongside meeting expectations and ensuring that the treatment experience is positive, but some of these factors are still not fully understood and more work is required to understand, for example, how patients' psychological traits may influence satisfaction. It is essential that clinicians consider these factors when providing care for their patients and this paper discusses current evidence relating to patient expectations, patient experience, effectiveness of treatment (primarily quality of life) and also those factors which may impact on patient satisfaction with treatment. Clinical relevance statement Patient centred care involves being proactive about getting patients involved in decision making and build good professional relationships with to enhance communication and trust. Brief objectives statement To discuss the relevant aspects of patient centred care to dentistry including patient expectations, patient experience, quality of life and also those factors which may impact on patient satisfaction with treatment.

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Managing Patient Expectations: The Art of Finding and Keeping Loyal Patients

Cited by 17 publications

References 0 publications

Emotional Labor and Health Care

Emotional Labor and Health Care

Opinion & Special Articles: Professionalism in neurology

Patient-centred care: how close to this are we?

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