DOCTOR-PATIENT COMMUNICATION IN KOSOVO HEALTHCARE SERVICES: A LINGUISTIC CASE STUDY OF DOCTORS’ PERCEPTIONS

Abstract

This case study examines the perceptions of doctors in Kosovo institutions regarding doctor-patient communication from a linguistic perspective. A sample of doctors participated in the study by completing a questionnaire with 16 items, 14 of which had yes-or-no answers, and 2 of which were open-ended. The study found that doctors generally have a positive perception of doctor-patient communication in Kosovo, but they also face some challenges, including patients' health literacy, administrative issues, and patients' prejudices toward doctors. However, most doctors reported effective communication with their patients by using their names, explaining things in detail, listening to the patient's concerns, and checking for understanding. Patient consultations typically take between 15 to 20 minutes, during which doctors strive to establish a rapport with patients to ensure better treatment outcomes. Although the majority of doctors did not have any complaints about patient communication, some reported issues such as patient impatience, a lack of basic knowledge regarding the patient's health condition, a lack of health education, and resistance from some patients to be honest. These challenges underscore the need for targeted interventions to improve health education in the region. The study highlights the importance of effective communication in the healthcare environment and provides insights into the linguistic aspects of doctor-patient communication in Kosovo healthcare services. It also identifies areas for future research and practice in improving doctor-patient communication, including the development of training programs for healthcare professionals and the implementation of strategies to overcome communication barriers.