Abstract
Objective: This study is designed to explore the impact of trust, interaction and empathy in doctor-patient relationship on patient satisfaction. Method: This study utilizes questionnaires with target patients in Taiwan as the intended respondents. A total of 446 valid questionnaires were collected for relevant analysis using regression models. Results: Trust (t=4.215, p<0.001), interaction (t=4.997, p<0.001) and empathy (t=8.474, p<0.001) have shown significant positive correlation with patient satisfaction (p<0.001). Conclusions: Building a positive doctor-patient relationship would not only lead to improved patient satisfaction but also reduce the likelihood of medical malpractice. Therefore, steps should be taken to enforce the trust, interaction and empathy in doctor-patient relationships, with patient-centered services. In the healthcare service value network, the integration of healthcare service resources ought to be emphasized in order to foster better doctor-patient relationships.
Highlights
The health care service quality of medical organizations is a complex issue, encompassing a broad range of concepts
Findings showed that medical personnel considered the quality of medical care to be “professional development,” whereas patients considered it to consist of “concern” and “interpersonal interaction”
Has convergent validity and discriminate validity which proves the accuracy of the measurement result
Summary
The health care service quality of medical organizations is a complex issue, encompassing a broad range of concepts. The interaction between a medical provider and a recipient can be referred to as a "doctor-patient relationship". Doctor-patient interaction and relationship in turn, are determined by the socio-cultural dimensions of the context in which technological intervention is implemented [1]. Patient-physician relationship depicts a bi-directional exchange relationship. It involves the exchange of economic and social elements that create interdependencies and longterm interaction [6]. Some studies have discussed medical service quality from the perspectives of both medical personnel and patients [7]. Findings showed that medical personnel considered the quality of medical care to be “professional development,” whereas patients considered it to consist of “concern” and “interpersonal interaction”
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