Surgeon communication behaviors that lead patients to not recommend the surgeon to family members or friends: Analysis and impact

McLafferty, Robert B.; Williams, Reed G.; Lambert, Andrew; Dunnington, Gary L.

doi:10.1016/j.surg.2006.06.021

Cited by 59 publications

(26 citation statements)

References 10 publications

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“…Prior study results showed the importance of optimal communication between hospital staff and patients in the surgical and other settings, and its contribution to satisfaction [4,13,21,22]. The results of the conducted study agree on these findings.…”

Section: Medical and Service Aspects Associated With Overall Satisfacsupporting

confidence: 80%

“…Previous studies highlighted that patients want to feel informed about diagnostic test and procedures and want to participate in the clinical decision making [7,10,13]. However, results of this study only partly agree on these findings.…”

Section: Medical and Service Aspects Associated With Overall Satisfaccontrasting

confidence: 55%

“…Studies have demonstrated that satisfaction is influenced by the amount of information given to patients [10], especially about benefits and risks of their surgery [11,12] as well as by the surgeon communication behaviors [13]. Lantz et al found in their analysis of data from patients receiving breast cancer surgical treatment that the match between patient preferences regarding decision involvement and their actual level of involvement is a strong indicator of satisfaction [7].…”

Section: Introductionmentioning

confidence: 99%

See 2 more Smart Citations

Factors Associated with Patient Satisfaction in Surgery: The Role of Patients’ Perceptions of Received Care, Visit Characteristics, and Demographic Variables

Schoenfelder¹,

Klewer

Kügler³

2010

Journal of Surgical Research

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Section: Medical and Service Aspects Associated With Overall Satisfacsupporting

confidence: 80%

Section: Medical and Service Aspects Associated With Overall Satisfaccontrasting

confidence: 55%

Section: Introductionmentioning

confidence: 99%

See 1 more Smart Citation

Factors Associated with Patient Satisfaction in Surgery: The Role of Patients’ Perceptions of Received Care, Visit Characteristics, and Demographic Variables

Schoenfelder¹,

Klewer

Kügler³

2010

Journal of Surgical Research

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“…One study (Levinson and Chaumeton 1999) that tried to categorize the language used on audio recordings of surgeon-patient consultations found that, on average, only 1% of the dialog involved the physician's expressing empathy. Another study found that patients were reluctant to recommend surgeons who failed to show an interest in them or to explain the patient's medical condition to the patient's satisfaction (McLafferty et al 2006). Furthermore, although much of the research shows that a lack of empathy leads to patient dissatisfaction, this research does not show that having empathy substantially increases patient satisfaction (Ambady et al 2002;Levinson and Chaumeton 1999;McLafferty et al 2006).…”

Section: Introductionmentioning

confidence: 92%

The effect of surgeon empathy and emotional intelligence on patient satisfaction

Weng

Steed²,

et al. 2011

Adv in Health Sci Educ

107

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We investigated the associations of surgeons' emotional intelligence and surgeons' empathy with patient-surgeon relationships, patient perceptions of their health, and patient satisfaction before and after surgical procedures. We used multi-source approaches to survey 50 surgeons and their 549 outpatients during initial and follow-up visits. Surgeons' emotional intelligence had a positive effect (r = .45; p < .001) on patient-rated patient-surgeon relationships. Patient-surgeon relationships had a positive impact on patient satisfaction before surgery (r = .95; p < .001). Surgeon empathy did not have an effect on patient-surgeon relationships or patient satisfaction prior to surgery. But after surgery, surgeon empathy appeared to have a significantly positive and indirect effect on patient satisfaction through the mediating effect of patients' self-reported health status (r = .21; p < .001). Our study showed that long-term patient satisfaction with their surgeons is affected less by emotional intelligence than by empathy. Furthermore, empathy indirectly affects patient satisfaction through its positive effect on health outcomes, which have a direct effect on patients' satisfaction with their surgeons.

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“…These skills improve patient and family satisfaction, strengthen the doctor-patient relationship, and can reduce the stress experienced by physicians when dealing with end-of-life care. 5,27,29 Surgeons should feel comfortable and facile discussing end-of-life issues with their patients, regardless of whether they routinely utilize palliative care specialists. To develop this comfort, surgical trainees should have the necessary education in discussing palliative care topics with patients.…”

Section: Resultsmentioning

confidence: 99%

Core Competencies in Palliative Care for Surgeons: Interpersonal and Communication Skills

Bradley

Brasel

2007

Am J Hosp Palliat Care

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Surgeons are an important part of the multidisciplinary approach to the care of terminally ill and dying patients. Some surgical residencies have recognized the need to incorporate palliative care-related topics into graduate surgical education. One core competency of utmost importance to palliative care is the effective use of interpersonal and communication skills. Four areas of surgical practice are identified where these communication skills are important: during preoperative counseling, when presenting a devastating diagnosis or poor prognosis, when discussing error, and when discussing death. Case examples and recommendations for the appropriate words and actions to use in these scenarios are offered. It is important for both surgeons in practice and those in training to achieve proficiency with these communication skills.

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Surgeon communication behaviors that lead patients to not recommend the surgeon to family members or friends: Analysis and impact

Cited by 59 publications

References 10 publications

Factors Associated with Patient Satisfaction in Surgery: The Role of Patients’ Perceptions of Received Care, Visit Characteristics, and Demographic Variables

Factors Associated with Patient Satisfaction in Surgery: The Role of Patients’ Perceptions of Received Care, Visit Characteristics, and Demographic Variables

The effect of surgeon empathy and emotional intelligence on patient satisfaction

Core Competencies in Palliative Care for Surgeons: Interpersonal and Communication Skills

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