The Impact of Perceived Closeness on the Differing Roles of Satisfaction, Trust, Commitment, and Comfort on Intention to Remain with a Physician

Abstract

This study extends previous research by examining perceived closeness as a moderator of traditional relationship measures such as satisfaction, trust, commitment, and psychological comfort, and the impact of each on the intention of the patient to remain with his/her physician. Our findings reveal that in cases where the patient feels close to the physician, psychological comfort with the physician is the most important factor in predicting patient retention. For those who feel less close to the physician, satisfaction is the primary predictor of patient retention. Therefore, as a close relationship develops between the patient and doctor, the patient's comfort level becomes increasingly important as an exit barrier, even outweighing patient satisfaction.

What do measures of patient satisfaction with the doctor tell us?

“…Physician personal characteristics and overt behaviors that patients can tangibly witness and experience during the medical interaction significantly contribute to evaluation of that healthcare provider [e.g., 26,38,39]. The development of measures assessing PSD has been undertaken by numerous research, clinical and organizational sectors, each with their own purpose and use for patient ratings.…”

Uncovering the desired qualities and behaviours of general practitioners (GPs) during medical (service recovery) encounters

“…As Brown and Swartz (1989) and Spake and Bishop (2009) point out, the interaction has a significant impact on patients' quality perceptions in this type of service. The findings of our study are also consistent with research by Hausman (2004) which evaluates the influence of interpersonal relationships on the outcome of encounters and the motivation of patients to follow the treatment provided by the doctor.…”

“…The doctor-patient relationship is a crucial element in healthcare (Hensel and Baumgarten, 1988;Hui et al, 2004;Spake and Bishop, 2009). Given the credence attributes inherent in health services, the relationship between the GP and the patient has an important influence on patient emotions and satisfaction even well after the encounter has occurred (Garry, 2007;Michel, 2001).…”

“…Furthermore, the complex doctor-patient relationship is affected by diverse factors which are determined through the interaction that takes place in the service encounter (Leventhal, 2008;Spake and Bishop, 2009). Patients' perception of GP competence (experience and knowledge) (Brown and Swartz, 1989;Hensel and Baumgarten, 1988) and patients' level of psychological comfort (Spake et al, 2003) prove to be important factors in the development of trust and commitment of patients towards the GP (Spake and Bishop, 2009).…”

“…Patients' perception of GP competence (experience and knowledge) (Brown and Swartz, 1989;Hensel and Baumgarten, 1988) and patients' level of psychological comfort (Spake et al, 2003) prove to be important factors in the development of trust and commitment of patients towards the GP (Spake and Bishop, 2009). Authors such as de Ruyter et al (1999) found that empathy (i.e.…”