Predicting Patient Satisfaction from Physicians??? Nonverbal Communication Skills

Mr, DiMatteo; Taranta, Angelo; Hs, Friedman; Lm, Prince

doi:10.1097/00005650-198004000-00003

Cited by 283 publications

(131 citation statements)

References 28 publications

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“…It has been shown, for instance, that factors such as partnership and positive doctor approach are associated with more patient satisfaction [21]. Also, physicians' participatory communication style was positively related to patient satisfaction [22] and patients are more satisfied when physicians ask more psychosocial questions instead of biomedical questions [23] and when physicians have better nonverbal sensitivity [24].…”

Section: Physician Sex and Physician Communicationmentioning

confidence: 99%

Disentangling physician sex and physician communication style: Their effects on patient satisfaction in a virtual medical visit

Mast¹,

Hall²,

Roter³

2007

Patient Education and Counseling

141

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Objective: The present study aimed to investigate the effect of physician sex and physician communication style on patient satisfaction. In real medical visits, physician sex and physician communication style are confounded variables. By using the virtual medical visit paradigm, we were able to disentangle the two variables and study their separate and/or joint effects on patient satisfaction. Method: In an experimental design, analogue patients (167 students) interacted with a computer-generated virtual physician on a computer screen. The patients' satisfaction during the visit was assessed. Results: Depending on the sex composition of the dyad, physician communication style affected analogue patients' satisfaction differently. For instance, in male-male dyads, physician communication style did not affect the patients' satisfaction, whereas in female-female dyads, analogue patients were more satisfied when the physician adopted a caring as opposed to a non-caring communication style. Conclusion: Sex of the physician and sex of the patient moderate how different physician communication styles affect patient satisfaction. In particular, a female-sex role congruent communication style leads to higher patient satisfaction when women see a female physician. Practice implications: Physician communication training cannot be one size fits all. Rather female and male physicians should obtain different training and they need to be made aware of the fact that female and male patients harbor different expectations toward them. #

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Section: Physician Sex and Physician Communicationmentioning

confidence: 99%

Disentangling physician sex and physician communication style: Their effects on patient satisfaction in a virtual medical visit

Mast¹,

Hall²,

Roter³

2007

Patient Education and Counseling

141

View full text Add to dashboard Cite

show abstract

“…Many reports have documented that non-verbal communications represented by basic attitudes affect patients＇ satisfaction. 21,22) In addition, it is believed that non-verbal messages, such as not establishing eye contact and displaying a careless attitude, are more readily transmitted to patients, even when speaking caring words to the patient. 23) Our ndings also showed that patients who do not usually ask/consult gave reasons such as "There is no opportunity to ask" and "I feel uneasy asking" and entered, for example, "Pharmacist seemed to be busy," in the comment section of the question-" in the comment section of the questionin the comment section of the questionnaire.…”

Section: Discussionmentioning

confidence: 99%

Evaluation of Community Pharmacist Training on Patients' Non-Verbal Communication

Goto

Shinozaki²,

Ishihara

et al. 2015

Jpn. J. Pharm. Health Care Sci.

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Patients and healthcare professionals are believed to differ in their perspectives on illness and medical treatment.1) These unique perspectives on the cause, progression, and treatment of diseases are called explanatory models.2) It has been sug- The objective of this study was to grasp patients＇ thoughts and feelings that are directly linked to their medication nonadherence. We provided communication skill training to pharmacists, focusing on observation of patients＇ expressions. The training encourages pharmacists to observe patients while providing explanations and ask openended questions in response to changes in the patient＇s expressions. The participants were 51 pharmacists. Significant improvements were seen after the training in both the recognition rate of changes in patients＇ expressions and the acquisition rate of new data from patients after asking open-ended questions. Open-ended questions accompanied by observation led to a significantly higher acquisition rate of new patient data compared with open-ended questions alone. More detailed data regarding problem-oriented medical record was provided in patients＇ subjective data after the training, and consequently, significantly improved the quality of pharmacists＇ care; for instance, this improvement included encouraging the development of more suitable care plans for patients. In addition, the results of the patient questionnaire showed almost all patients, including those who said that they were not normally able to do so, could ask questions or consult the pharmacist after the training. The most common reason given for this was that "the atmosphere was conducive to asking questions and there were opportunities to do so." These findings suggest that when pharmacists observe changes in patients＇ expressions for the purpose of asking open-ended questions, more attention is given to the patients, thereby promoting a more comfortable atmosphere and creating more opportunities for patients to ask questions.

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“…En general no se requiere una explicación detallada de toda la enfermedad, sino más bien dar una información relacionada con las inquietudes particulares del paciente, considerando el plan de manejo propuesto, con una estimación de tiempo, costo y eventuales protecciones sociales especiales relacionadas con la enfermedad, como sucede en Chile con el sistema de garantías nacionales GES o la ley de urgencia. Finalmente, es importante plantear el pronóstico, para que los familiares estén preparados para eventuales malos escenarios, sean estos vitales o de discapacidad 13,21 .…”

Section: Necesidades Y Percepciones Del Pacienteunclassified

“…La empatía y cordialidad deben tener coherencia no sólo en el discurso, sino también en las claves del lenguaje no verbal y en las actitudes 21 .…”

Section: Necesidades Y Percepciones Del Pacienteunclassified

Información médica a pacientes y familiares: aspectos clínicos, éticos y legales

2013

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Clinical, ethical and legal issues on medical information to patients and relatives gmail.com L a información al paciente y familiares (IPYF) es un valor fundamental de la relación médico-paciente, cuyo sustento clínico, ético, legal y deontológico ha ido variando en relevancia, acorde a los cambios culturales de la sociedad 1-3 . La IPYF es una actividad tan propia y cotidiana del quehacer clínico como lo es el proceso diagnóstico o de tratamiento, pudiendo en algunos casos ser la pieza central de la recuperación del paciente o un elemento trazador para evaluar la calidad de la atención 4 . La adecuada comunicación también ha sido correlacionada positivamente, con un mejor diagnóstico, menos juicios por mala práctica, mejor adherencia al tratamiento, mayor satisfacción usuaria y mejor desenlace 5,6 . En lo ético, el paciente no sólo es el sujeto y usuario del acto médico, sino su principal dueño y quien debe decidir de manera informada sobre las opciones de estudio y tratamiento que le afectarán directamente 4 . En Chile, la promulgación de la ley 20.584, culmina un desarrollo legislativo 4,7-9 sobre el marco de los "derechos y deberes que tienen las personas en relación con acciones vinculadas a su atención en salud", definiendo en el Artículo 8º algunas características de la información que deben entregar los prestadores profesionales e institucionales. De acuerdo con este artículo la IPYF debe ser suficiente, oportuna, veraz y comprensible, ya sea en forma visual, verbal o por escrito, respecto de los siguientes elementos: a) Las atenciones de salud o tipos de acciones de salud que el prestador respectivo ofrece o tiene disponible y los mecanismos a través de los cuales se puede acceder a dichas prestaciones, así como el valor de las mismas; b) Las condiciones previsionales de salud requeridas Providing information to patients and relatives (IPAR) is a clinical, ethical and legal need. IPAR is inherent to the medical team work as diagnostic and therapeutic

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Predicting Patient Satisfaction from Physicians??? Nonverbal Communication Skills

Cited by 283 publications

References 28 publications

Disentangling physician sex and physician communication style: Their effects on patient satisfaction in a virtual medical visit

Disentangling physician sex and physician communication style: Their effects on patient satisfaction in a virtual medical visit

Evaluation of Community Pharmacist Training on Patients' Non-Verbal Communication

Información médica a pacientes y familiares: aspectos clínicos, éticos y legales

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