Evaluating patient and medical staff satisfaction from doctor–patient communication

Abstract

PurposeThe purpose of this study is to investigate and compare the views of doctors, nursing staff and hospitalized patients on the level of information they provide and receive respectively in public hospitals, focusing on the factors that affect their communication.Design/methodology/approachThe study used a cross-sectional survey with a sample of 426 participants from two general hospitals in Greece–Pella and KAT Attica. Data were collected through a questionnaire in March–May 2020 and was analyzed with mean comparisons and correlations.FindingsThe results showed discrepancy in the satisfaction rate, with 67.3% satisfied patients from doctors' communication vs. 83.7% satisfied doctors. Improvements in hospital staff – patient communication are required especially on alternative therapies' discussion and time spent on communication. All respondents agreed that staff shortage is a deterrent factor for effective communication. Seamless for all respondents' groups, the factors that affect the communication satisfaction level are the duration of communication, time allowed for expressing questions and interest in patients' personal situation.Practical implicationsStrengthening the communication skills of medical staff and providing clear guidelines on when and how to inform patients are essential.Originality/valueThis study contributes to the growing body of research on doctor–patient communication. Its originality lies on the fact that communication satisfaction level was examined simultaneously for doctors, nurses and patients. The study provides additional evidence supporting the link among satisfaction and duration of communication and personalized relationship. The study's findings are important in the training of medical staff and the management of patients' expectations.