Effect of Patient-Centered Communication on Physician-Patient Conflicts from the Physicians’ Perspective: A Moderated Mediation Model

Abstract

Physician–patient conflicts are detrimental to doctor–patient relationship and sustainable healthcare delivery. In China, the status quo of the doctor–patient relationship is in great tension. Based on the uncertainty reduction theory (URT), the present study examined the relationship between patient-centered communication (PCC) and medical conflict, as well as the roles of perceived patients’ trust, doctors’ empathy, and expertise from physicians’ perspectives. In March 2020, 509 physicians in China were recruited to participate in an online survey. The results revealed that PCC was negatively associated with physician–patient conflicts and that patient trust mediated the relationship. Additionally, doctors’ empathy moderated PCC on patient trust, while expertise positively predicted physician–patient conflicts. Theoretical and practical implications for improving doctor–patient relationships were discussed.