Verbal and non-verbal behaviour and patient perception of communication in primary care: an observational study

Little, Paul; White, Peter; Kelly, Jo; Everitt, Hazel; Gashi, Shkelzen; Bikker, Annemieke; Mercer, Stewart W

doi:10.3399/bjgp15x685249

Cited by 37 publications

(33 citation statements)

References 23 publications

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“…The nurses who participated in this research pointed communication, listening, empathy and welcoming reception as fundamental relational technologies in their daily work in primary care. The valorization of communication as a basic instrument of care in the context of primary care is consensual in the literature (1)(2)(3)(4)(5)(6)(7)13,(18)(19)(20)(24)(25)(26) regarding relational technologies. The communication reported by the professionals refers to the verbal dimension of the communication process, known as conversation or dialogue, and it mainly involves words and information verbally exchanged between the nurse and the patient.…”

Section: Discussionmentioning

confidence: 99%

“…Also, what is to be informed requires clarity and the use of communication strategies when interacting and trying to express oneself, to clarify a fact or validate the understanding of something. It is a form of privileged interaction by the nurse when exploring information or providing guidance (26)(27) . In this type of communication, the use of familiar terms, frequent use of examples, repositioning and argumentative power are key points to be considered (4,26) .…”

Section: Discussionmentioning

confidence: 99%

“…It is a form of privileged interaction by the nurse when exploring information or providing guidance (26)(27) . In this type of communication, the use of familiar terms, frequent use of examples, repositioning and argumentative power are key points to be considered (4,26) . However, it is worth to emphasize that non-verbal communication was poorly remembered by the participants, a concerning issue, since it is the non-verbal dimension that qualifies verbal interaction (4,(26)(27) .…”

Section: Discussionmentioning

confidence: 99%

“…In this type of communication, the use of familiar terms, frequent use of examples, repositioning and argumentative power are key points to be considered (4,26) . However, it is worth to emphasize that non-verbal communication was poorly remembered by the participants, a concerning issue, since it is the non-verbal dimension that qualifies verbal interaction (4,(26)(27) . Thus, the inquiry regarding the valorization of the verbal dimension arises, due to the unfamiliarity with the nonverbal influence in the interaction.…”

Section: Discussionmentioning

confidence: 99%

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Relational technologies as instruments of care in the Family Health Strategy

2017

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RESEARCH Relational technologies as instruments of care in the Family Health Strategy RESUMOObjetivo: Identifi car as tecnologias relacionais utilizadas por enfermeiros de Estratégia Saúde da Família em seu cotidiano de trabalho no atendimento aos usuários. Método: Estudo descritivo, transversal, com abordagem qualitativa; desenvolvido entre maio e julho de 2015, em três Unidades Básicas de Saúde da Região Sul do Município de São Paulo, com 19 enfermeiros da Estratégia Saúde da Família. Os dados foram coletados por meio de entrevista semiestruturada, e os discursos foram transcritos na íntegra, analisados segundo a técnica de análise de conteúdo. Resultados: Das falas dos participantes, surgiram três categorias, que evidenciam o desconhecimento do conceito, mas valorização do uso; quais são as tecnologias relacionais utilizadas pelos enfermeiros participantes (comunicação, escuta, empatia e acolhimento), além do relato de barreiras para a utilização de tecnologias relacionais. Considerações fi nais: Embora valorizem a utilização de tecnologias relacionais, os participantes denotaram desconhecer a nomenclatura e os conceitos associados, sugerindo superfi cialidade na compreensão e utilização dessas ferramentas no contexto de atendimento na Estratégia Saúde da Família. Descritores: Relações Interpessoais; Comunicação; Enfermagem; Estratégia Saúde da Família; Acolhimento. RESUMEN Objetivo: Identifi car las tecnologías relacionales utilizadas por enfermeros de la Estrategia Salud de la Familia en su cotidiano de trabajo en la atención a los usuarios. Método: Estudio descriptivo, transversal, con abordaje cualitativo. Fue desarrollado entre mayo y julio de 2015, en tres Unidades Básicas de Salud de la Región Sur del Municipio de São Paulo, con 19 enfermeros de la Estrategia Salud de la Familia. Los datos fueron recolectados por medio de una entrevista semiestructurada, y los discursos fueron transcritos en su totalidad y analizados según la técnica de análisis de contenido. Resultados: De las declaraciones de los participantes surgieron tres categorías, que son: el desconocimiento del concepto, pero la valorización del uso; cuales son las tecnologías relacionales utilizadas por los enfermeros participantes (comunicación, escucha, empatía y acogida); y el relato de barreras para la utilización de tecnologías relacionales. Consideraciones fi nales: Aunque valoren la utilización de tecnologías 982 Rev Bras Enferm. 2017;70(5):981-7.Relational technologies as instruments of care in the Family Health Strategy Abreu TFK, Amendola F, Trovo MM.

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Section: Discussionmentioning

confidence: 99%

Section: Discussionmentioning

confidence: 99%

Section: Discussionmentioning

confidence: 99%

Section: Discussionmentioning

confidence: 99%

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Relational technologies as instruments of care in the Family Health Strategy

2017

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“…23,24 Categories included number and duration of smiles, number of positive facial expressions, number of head nods, number of supportive gesticulations, gaze toward patient (duration in seconds), self/object manipulation (duration in seconds), and use of computer and notes (duration in seconds). Due to time limitations, the measurement schedule was applied to a 30-second slice 1 minute into the consultation and a 30-second slice 1 minute from the end of the consultation for all categories.…”

Section: Observer Rating Of Consultation Videosmentioning

confidence: 99%

General Practitioners’ Empathy and Health Outcomes: A Prospective Observational Study of Consultations in Areas of High and Low Deprivation

et al. 2016

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PURPOSE We set out to compare patients' expectations, consultation characteristics, and outcomes in areas of high and low socioeconomic deprivation, and to examine whether the same factors predict better outcomes in both settings.METHODS Six hundred fifty-nine patients attending 47 general practitioners in high-and low-deprivation areas of Scotland participated. We assessed patients' expectations of involvement in decision making immediately before the consultation and patients' perceptions of their general practitioners' empathy immediately after. Consultations were video recorded and analyzed for verbal and nonverbal physician behaviors. Symptom severity and related well-being were measured at baseline and 1 month post-consultation. Consultation factors predicting better outcomes at 1 month were identified using backward selection methods. RESULTSPatients in deprived areas had less desire for shared decision-making (P <.001). They had more problems to discuss (P = .01) within the same consultation time. Patients in deprived areas perceived their general practitioners (GPs) as less empathic (P = .02), and the physicians displayed verbal and nonverbal behaviors that were less patient centered. Outcomes were worse at 1 month in deprived than in affluent groups (70% response rate; P <.001). Perceived physician empathy predicted better outcomes in both groups.CONCLUSIONS Patients' expectations, GPs' behaviors within the consultation, and health outcomes differ substantially between high-and low-deprivation areas. In both settings, patients' perceptions of the physicians' empathy predict health outcomes. These findings are discussed in the context of inequalities and the "inverse care law."

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Communication pitfalls in interpreted genetic counseling sessions

Ault

Morales

Ault

et al. 2019

Journal of Genetic Counseling

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The impact of language interpretation on interactive communication in genetic counseling sessions is not well studied. We sought to determine whether interpretation affects communication in genetic counseling sessions using communication analysis. With a sample of pregnant patients of advanced maternal age, we audiotaped, analyzed, and compared seven Spanish‐speaking patients with limited‐English proficiency to seven English‐speaking patients on length of session, English words spoken, and number of questions asked. An analysis of verbal listening cues, including back‐channels and questions asked was performed to evaluate the level of engagement by both provider and patient. Session length did not differ between groups (p > 0.05), however, English‐speaking sessions involved significantly more words (mean: 4,798 vs. 2,524) exchanged over the course of the conversation than interpreter‐mediated sessions (p < 0.001). The number of back‐channeling responses was significantly greater in English‐speaking compared to Spanish‐speaking sessions. We found the same information was covered, but there was less provider–patient interaction when the session was interpreter‐mediated. The patient asked fewer questions and the genetic counselor spoke in condensed ideas. Overall, our observations suggest diminished levels of interactive communication in interpreter‐mediated sessions. Our work highlights the need for further evaluation in how genetic counselors communicate during interpreter‐mediated sessions.

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Verbal and non-verbal behaviour and patient perception of communication in primary care: an observational study

Cited by 37 publications

References 23 publications

Relational technologies as instruments of care in the Family Health Strategy

Relational technologies as instruments of care in the Family Health Strategy

General Practitioners’ Empathy and Health Outcomes: A Prospective Observational Study of Consultations in Areas of High and Low Deprivation

Communication pitfalls in interpreted genetic counseling sessions

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