Communication Skills Of Doctors Research Articles

Correlation between Doctor-Patient Communication with Patient Satisfaction and Loyalty

Abstract: Effective communication between doctors and patients has been recognized as a key factor in influencing the patient’s experience during treatment and will affect patient loyalty. This study aimed to investigate and analyze the correlation between doctor and patient communication with patient satisfaction and loyalty, in the context of health services. This was a cross-sectional study using a questionnaire as an instrument to collect data from several patients receiving outpatient treatment at the cardiovascular unit at XYZ Hospital. Data were analyzed multivariate using the PLS-SEM statistical method with SmartPLS®4 software. The results were obtained from 182 respondents who met the inclusion criteria taken in 2023 by purposive sampling with a questionnaire from individuals who had received cardiovascular outpatient services at XYZ Hospital. The five aspects of doctor communication skills were proven to have significant and positive effects. The strongest influence was shown in the empathy factor of communication by a doctor (R2 = 0.274; p-value 0.011; CI 0.086 – 0.479). This study proved the positive impact of patient satisfaction on patient loyalty at XYZ Hospital. From the findings of this study, managerial implications could be drawn for the development of doctors’ communication skills with patients, maintaining doctor quality, and strengthening the hospital image by providing the best services for patients. In conclusion, effective communication plays an important role in increasing patient satisfaction and loyalty toward health services in hospitals. It is necessary to maintain and improve skills in doctor-patient communication. Keywords: effective communication; patient satisfaction; patient loyalty

Interpersonal Communication Skills of Doctors in Serving Patients: Case Study at Community Health Center X in Tangerang-Banten

Interpersonal communication is very important for every doctor to develop with their patients because it can create improvements in the patient's psychological condition thereby speeding up their recovery. However, there are still many complaints from patients regarding the attitude of doctors who are less communicative and do not try to build good interactions with patients. This is a qualitative research with a case study approach. Data collection was carried out through semi-structured interviews with patients at community health centers in Tangerang City. The results of the study showed that the interpersonal communication implemented by doctors at Community Health Center X in Tangerang City, Banten was not effective. This is proven by the need for improvements in attitudes of openness, empathy, supportiveness, positivity and equality.

Assessing measurement invariance of the SEGUE framework among Chinese and Ghanaian patients: A cross-sectional study

ObjectiveMeasurement invariance assesses the psychometric equivalence of a construct across groups or across time. This study aimed to find out whether the newly modified 5-point Likert scale SEGUE Framework for evaluating doctor's communication skills demonstrates measurement invariance among Chinese and Ghanaian patients. MethodsMeasurement invariance tests were conducted using two samples collected from the two cultures respectively (China: N = 598 and Ghana: N = 591). Confirmatory Factor Analysis (CFA) was used to test for the factor structure. Multiple-group CFA was used to test the measurement invariance of the SEGUE between the two samples. ResultsThe same five-factor model showed acceptable model fit in both Chinese and Ghanaian samples. Cross-cultural measurement invariance tests revealed that scalar invariance was observed across the two samples. ConclusionCross-cultural adaptations of instruments should exhibit measurement invariance to ensure that measures are interpreted and used consistently. Findings of our study suggest that the SEGUE Framework is invariant across the two cultures, which increases confidence in data collection and comparison. InnovationThis is the first study to establish measurement invariance among Chinese and Ghanaians using the SEGUE Framework which assesses doctors' communication from patients' perspectives.

Doctor Attributes That Patients Desire during Consultation: The Perspectives of Doctors and Patients in Primary Health Care in Botswana.

Doctor attributes contribute significantly to the quality of the doctor-patient relationship, consultation, patient satisfaction, and treatment outcomes. However, there is a paucity of research on this topic in many settings in developing countries, including Botswana, where accessibility and availability of care itself are a challenge. The study examined doctor attributes that patients in Botswana desire from the perspectives of doctors and patients in selected public clinics located in four health districts of Botswana. We used a qualitative design and conducted face-to-face interviews with 32 adult patients and 17 doctors selected through the purposive sampling technique. Interviews were audio-recorded and transcribed. Data analysis followed the six steps of qualitative thematic data analysis. We found both discordance and congruence between the doctors and patients on key attributes that patients desire in a doctor during consultation. Both agreed that effective communication and listening skills were key desirable doctor attributes that improve the doctor-patient relationship. Conducting the consultation in the language of the patients enhances effective communication. Doctors cited clinical expertise and competence as key desirable doctor attributes, whereas patients cited interpersonal and social attributes including kindness, empathy, and respect as key doctor attributes that increase trust in the doctor. However, patients expected the doctor to have clinical knowledge, which they perceived as essential to improve doctor-patient interaction and health outcomes. The findings highlight a need to enhance the interpersonal and communication skills of doctors to improve the quality of doctor-patient interactions. To optimise and enhance the consultation, continuing professional development should be adopted as a strategy to improve the communication and interpersonal skills of doctors.

DETERMINATION OF STRATEGICALLY IMPORTANT DIRECTIONS IN THE WORK OF THE PSYCHOLOGICAL SERVICE AT A MEDICAL UNIVERSITY

The paper discusses the relevance for modern medicine of developed and effective communication skills in doctors. The psychological competence of a doctor is presented as an important factor in the effective-ness of the therapeutic process, the basis for the formation of patient compliance, which is especially im-portant in modern high-tech medicine. It is noted that insufficient attention to these competencies in the process of studying at a medical university can be a prerequisite for professional deformation and emo-tional burnout of future doctors. As our research shows, by senior years, a significant part of medical stu-dents have symptoms of emotional burnout and reduced levels of empathy. Studies on professional orien-tation ofmedical university applicants and junior students also show a reduced interest in the field of «person-to-person»activity. Thus, the paper reveals the importance of the organization of psychological services at medical universities and determines the main strategies for their operation. With regard to the process of psychological work with students of medical professions, it is proposed to pay attention to their deeper understanding of their profession as an activity that requires effective communication skills and empathy, and it is also essential to provide the teaching of psychological disciplines to them.

Patient perception of doctor communication skills and patient trust in rural primary health care: the mediating role of health service quality

BackgroundThis study aimed to explore the relationship between communication skills, health service quality, and patient trust in primary health services.MethodThis study was conducted in village clinics in rural China. A simple random sampling method was used to select volunteer village clinics and patients. In total, 574 participants from 25 village clinics were selected with the help of local health officers and village doctors. The response rate was 90%. Statistical analyses (hierarchical linear regression analysis and a structural equation model) were performed to analyze the data.ResultsPatient trust in doctors in rural primary health was influenced by patient perceptions of doctors’ communication skills and health service quality. However, health service quality fully mediated the relationship between doctors’ communication skills and patient trust in village clinics. In other words, doctors’ communication skills indirectly influence patients’ trust in doctors.ConclusionsThis study found a link between doctors’ communication skills and patient trust. The findings suggest that health managers and doctors should attach great value to communication skills and health service quality in promoting the rural doctor-patient relationship. Moreover, the relationship between doctors and patients should be considered when reforming the primary health system.

Doctors' Communication Skills in Military Hospitals–A Critical Analysis

Objective: To assess the level of communication skills of doctors in military hospitals and compare their own and patient perceptions. We also aimed to determine factors affecting doctors' communication skills and suggest recommendations for improving doctors' communication skills.
 Study Design: Cross-sectional study.
 Place and Duration of Study: CMH Lahore, CMH Gujranwala and CMH Chunian and Armed Forces Institute of Cardiology, Rawalpindi, from Oct 2016 to Jun 2017.
 Methodology: Through non-probability consecutive sampling, questionnaires were distributed to 100 physicians and 100 patients inquiring about various aspects of doctors' communication skills and factors affecting them.
 Results: Doctors were asked to judge the overall level of their communication skills, and more than half of them (53%) opined that their communication skills were very good. However, the perception of doctors' communication skills was better by doctors themselves compared to patients' perception. More than half of the doctors strongly agreed that increased workload, use of the hospital management system and extra commitments were major impediments to effective communication skills.
 Conclusion: The perception about the communication skills of doctors is not as high as that of the doctors themselves. There is a striking disparity between the physicians' and patient responses. The communication skills of doctors can be improved by formal training of physicians in the form of workshops. In addition, the workload on doctors should be reduced by minimizing extra commitments.

Adult patient communication experiences with nurses in cancer care settings: a qualitative study

BackgroundThe patient communication experience is an important outcome measure that guides quality improvements in healthcare settings specifically in cancer care. Therefore, this study aimed to explore the patient’s communication experiences with nurses in cancer care settings.MethodsSemi-structured face to face interviews were conducted with 21 participants who received cancer care at two Saudi Arabian tertiary healthcare facilities between Aug 2019 to Dec 2019. The study used a qualitative descriptive design. The interviews were audio-recorded and transcribed verbatim. Thematic analysis was used to analyse the data using six stages of Braun and Clarke.ResultsFour major themes were identified and a total of eleven sub-themes. The major themes were; (1) The importance of patient-nurse relationships, (2) Providing appropriate information to patients, (3) Responding to patients emotional needs and (4) Verbal communication between nurses and cancer patients.ConclusionsSome participants felt that their communication with nurses was limited, but generally, most felt that communication was acceptable irrespective of barriers such as language, culture, religion, gender, workload and healthcare preferences. Participants drew a comparison between Saudi and non-Saudi nurses as well as between nurses and doctors communication skills. They felt that Saudi nurses had good communication skills, but non-Saudi nurses were more competent in some aspects such as kindness, politeness, respectful and non-verbal communication. They also felt that doctors were more accurate in their information than nurses.

Separate but Related: Dimensions of Healthcare Provider Social Support in Day-Treatment Oncology Units.

Social support by healthcare providers has been increasingly investigated during the past decade, but studies have made different choices concerning its measurement. To evaluate how social support from a healthcare provider impacts the perceived quality of care and patient outcomes, reliable and valid instruments capable of measuring specific aspects of the construct are needed. In study 1, we tested the factor structure and the psychometric properties of a new Healthcare Provider Social Support measure (HPSS) for oncology settings. One-hundred-sixty-two patients (89 females; M age = 58.97, SD age = 13.28) from religious and government-operated hospitals completed the HPSS during day treatment. We modeled the HPSS factor structure to represent four related aspects: Emotional, Informational, Appraisal, and Instrumental social support. Study 2 preliminarily assessed the concurrent validity of the HPSS with patient perceptions of the patient-doctor relationship. Sixty-nine patients (40 females; M age = 53.67, SD age = 13.74) completed the HPPS with scales assessing perceived doctor-patient communication and patient trust in the healthcare provider. Study 1, using Exploratory Structural Equation Modeling, showed that a bifactor model had an excellent fit. The analysis supported the use of subscale scores, which were more tenable than a single total score in terms of bifactor model indices. This conclusion was also supported by greater scalability of the subscales in a Mokken Scale Analysis. Oncology patients treated in the religious hospital perceived greater Emotional, Informational, and Instrumental social support from their healthcare provider than those treated in government-operated. Study 2 showed that patient ratings of healthcare provider social support, except Instrumental, were positively correlated with better doctor communication skills and greater trust in the physician. Multiple regression analyses showed that Informational and Emotional support provided a unique contribution to building trust in the physician, controlling for the doctor’s communication skills. The study results showed that the four social support ratings were reliable and valid, sharpening the distinction between functional components in the formal healthcare system.

Client’s Satisfaction toward Communication Skills among Doctors in Primary Health Care Centers in Erbil City

Back ground and Objectives: Effective communication is important at all steps of human life, most especially in healthcare organizations because it enables good relationships between doctors and clients and helps them in challenging healthcare choices. This study aimed to identify level of satisfaction of clients with communication of doctors in primary health care centers and to find out the association between client’s satisfaction and their socio-demographics.
 Methods: Quantitative design, cross-sectional descriptive study was conducted to determine the level of client’s satisfaction toward communication skills of doctors in four primary health care centers. The data were collected at the period of 15th of April, 2019 to 1st of July, 2019. So, 300 clients were chosen randomly.
 Result: The mean age + SD was 35.0 + 10.8 years, ranging from 19 to 70 years. The median was 33 years. The majority (71%) of the clients aged less than 40 years. Around two thirds (64.3%) of the clients were females, and 80.3% of the clients were Muslims. Around one third (34.3%) of the clients attended the PHC centers for immunization, 32% for checkup, and 23% for medical treatment. 34.4% of the clients visit the PHC center more than four times per year, 26% visit the center four times per year, and 25% of the clients visit the center three times per year. There was no significant association between the communication skills of doctors with the following variables: age of the client (p = 0.096), gender (p = 0.315), religion (p = 0.653), educational level (p = 0.615), type of health care services (p = 0.469), and number of visits per year (p = 0.089).
 Conclusion: study revealed that 26% of clients who were very satisfied with physician’s communication skills, and 36.3% were satisfied, and 6.7 % dissatisfied. There were no significant association between the client satisfactions of doctors with their socio-demographical characteristics.

SIMULATION IN ASSESSING COMMUNICATION SKILLS IN MEDICAL ACCREDITATION: STANDARDIZED PATIENT - MORE QUESTIONS THAN SOLUTIONS

The main problems of attracting persons to the role of “standardized patient” in the procedure for assessing the communication skills of doctors during the accreditation of medical specialists are outlined; possible directions of solutions are proposed.

Gaps in communication skills of doctors

Gaps in communication skills of doctors

The impact of contract service policy and doctor communication skills on rural patient-doctor trust relationship in the village clinics of three counties

BackgroundTrust is regarded as the cornerstone of the doctor-patient relationship in the world of medicine; it determines the decisions patients make when choosing doctors and influences patients’ compliance with recommended treatments. In China, patient-doctor trust acts as a thermometer measuring harmony in the doctor-patient relationship. The objective of this study is to explore the relationship between the contract service and patient-doctor trust-building in 25 village clinics of rural China.MethodThe research was carried out in village clinics in rural China. A simple random sampling method was used to choose clinics and subjects. Based on feasibility and financial support, we chose three counties as our study settings: Dafeng District, Jiangsu Province; Yinan County, Shandong Province; and Wufeng Tujia Autonomous County, Hubei Province. Twenty-five village clinics and 574 subjects were selected in the three areas from the contract service and patient list. Descriptive statistics, t-tests, MANOVA, SEM, and multiple regression statistical analysis were employed to analyze the data.ResultStatistical analysis showed that contract service directly and indirectly influenced patient-doctor trust-building in village clinics. The patient perception of doctor communication skills was a mediator in the relationship between contract service policy and patient-doctor trust-building.ConclusionsBuilding patient-doctor trust is important in developing and enhancing rural health. The policy of contract service plays a significant role in building relationships. Well-developed communication skills of doctors contribute to the implementation of the contract service policy and to establishing patient-doctor trust.

ФОРМУВАННЯ КОМУНІКАТИВНИХ КОМПЕТЕНТНОСТЕЙ ІНОЗЕМНИХ СТУДЕНТІВ У ЗАКЛАДАХ ВИЩОЇ МЕДИЧНОЇ ОСВІТИ УКРАЇНИ

The article defines the directions of developing of professional communication skills of the students of higher medical education in the process of studying in higher medical educational institutions of Ukraine. It is shown that the general tendency is to improve the paradigm of a set of foreign entrants and to ensure the quality of providing educational services in order to withstand competition with China, South Korea, Poland and other countries. It is determined that the model of medical education in the USA is introduced in the domestic higher medical educational institutions, which involves cooperation with hospitals, where students can directly study «near the patient»; increase in the list of clinical databases, enabling several specialties to be covered. Taking into account the peculiarities of the vocational education of future specialists in the field of «Health» in higher educational institutions of Ukraine, the need to improve the educational process by introducing the disciplines «Communication skills of doctors», «First pre-nursing care», «Ethics and deontology in pharmacy», courses for choice («Psychology of communication», «Aesthetics», «Ethics»). The level of satisfaction with vocational education in higher medical education institutions was determined on the example of the Bohomolets National Medical University. It is proved that the main thing in the process of vocational education of specialists in higher medical institutions of Ukraine is: constant updating of the practical orientation of teaching of study subjects and elective courses aimed at developing professional communicative skills and professional culture of specialists in the field of «Health»; improvement of educational and methodological support of the educational process; an indispensable combination of theory with clinical practice.

A standardized low-cost peer role-playing training intervention improves medical student competency in communicating bad news to patients in Botswana.

The purpose of this study was to demonstrate effectiveness of an educational training workshop using role-playing to teach medical students in Botswana to deliver bad news. A 3-hour small group workshop for University of Botswana medical students rotating at the Princess Marina Hospital in Gaborone was developed. The curriculum included an overview of communication basics and introduction of the validated (SPIKES) protocol for breaking bad news. Education strategies included didactic lecture, handouts, role-playing cases, and open forum discussion. Pre- and posttraining surveys assessed prior exposure and approach to breaking bad news using multiple-choice questions and perception of skill about breaking bad news using a 5-point Likert scale. An objective structured clinical examination (OSCE) with a standardized breaking bad news skills assessment was conducted; scores compared two medical student classes before and after the workshop was implemented.ResultForty-two medical students attended the workshop and 83% (35/42) completed the survey. Medical students reported exposure to delivering bad news on average 6.9 (SD = 13.7) times monthly, with 71% (25/35) having delivered bad news themselves without supervision. Self-perceived skill and confidence increased from 23% (8/35) to 86% (30/35) of those who reported feeling "good" or "very good" with their ability to break bad news after the workshop. Feedback after the workshop demonstrated that 100% found the SPIKES approach helpful and planned to use it in clinical practice, found role-playing helpful, and requested more sessions. Competency for delivering bad news increased from a mean score of 14/25 (56%, SD = 3.3) at baseline to 18/25 (72%, SD = 3.6) after the workshop (p = 0.0002).Significance of resultsThis workshop was effective in increasing medical student skill and confidence in delivering bad news. Standardized role-playing communication workshops integrated into medical school curricula could be a low-cost, effective, and easily implementable strategy to improve communication skills of doctors.

Factors associated with patient satisfaction in a private health care setting in India: A cross-sectional analysis

The present study was conducted to assess patient satisfaction and factors associated with it in a tertiary care hospital in India; and to evaluate the delay in discharge process and its association with satisfaction. It is a cross-sectional analysis of secondary data abstracted from patient satisfaction forms of 1,054 individuals. We analysed factors associated with rating of hospital services and overall hospital experience. We also evaluated the delay in discharge process and its association with overall satisfaction of these patients. We used regression models to assess factor associated with satisfaction scores and “good hospital experience”. About 91% of individuals reported that their experience in the hospital was good. The mean satisfaction scores were significantly lower in patients with delays in discharge due to insurance problems (-0.14, 95% CI: -0.27, -0.02). An increase in one unit in doctor’s score was significantly associated with “good rating” of hospital services (OR: 1.37, 95% CI: 1.19, 1.58). Similarly, one unit increase in the housekeeping score (OR: 1.34, 95% CI: 1.18, 1.52) and billing score (OR: 1.83, 95% CI: 1.56, 2.16) were significantly associated with an overall “good” rating. Thus, problems faced by patients and relatives during completion of billing procedures are important factors that determine overall satisfaction with health care settings. Improving the interpersonal and communication skills of doctors will be an important intervention for better hospital experience.

Associations between diagnostic activity and measures of patient experience in primary care: a cross-sectional ecological study of English general practices.

BackgroundLower use of endoscopies and urgent referrals for suspected cancer has been linked to poorer outcomes for patients with cancer; it is important to examine potential predictors of variable use.AimTo examine the associations between general practice measures of patient experience and practice use of endoscopies or urgent referrals for suspected cancer.Design and settingCross-sectional ecological analysis in English general practices.MethodData were taken from the GP Patient Survey and the Cancer Services Public Health Profiles. After adjustment for practice population characteristics, practice-level associations were examined between the use of endoscopy and urgent referrals for suspected cancer, and the ability to book an appointment (used as proxy for ease of access), the ability to see a preferred doctor (used as proxy for relational continuity), and doctor/nurse communication skills.ResultsTaking into account practice scores for the ability to book an appointment, practices rated higher for the proxy measure of relational continuity used urgent referrals and endoscopies less often (for example, 30% lower urgent referral and 15% lower gastroscopy rates between practices in the 90th/10th centiles, respectively). In contrast, practices rated higher for doctor communication skills used urgent referrals and endoscopies more often (for example, 26% higher urgent referral and 17% higher gastroscopy rates between practices in the 90th/10th centiles, respectively). Patients with cancer in practices that were rated higher for doctor communication skills were less likely to be diagnosed as emergencies (1.7% lower between practices in the 90th than in the 10th centile).ConclusionPractices where patients rated doctor communication highly were more likely to investigate and refer patients urgently but, in contrast, practices where patients could see their preferred doctor more readily were less likely to do so. This article discusses the possible implications of these findings for clinical practice.

Contract and ownership type of general practices and patient experience in England: multilevel analysis of a national cross-sectional survey.

Objective To examine associations between the contract and ownership type of general practices and patient experience in England. Design Multilevel linear regression analysis of a national cross-sectional patient survey (General Practice Patient Survey). Setting All general practices in England in 2013-2014 ( n = 8017). Participants 903,357 survey respondents aged 18 years or over and registered with a general practice for six months or more (34.3% of 2,631,209 questionnaires sent). Main outcome measures Patient reports of experience across five measures: frequency of consulting a preferred doctor; ability to get a convenient appointment; rating of doctor communication skills; ease of contacting the practice by telephone; and overall experience (measured on four- or five-level interval scales from 0 to 100). Models adjusted for demographic and socioeconomic characteristics of respondents and general practice populations and a random intercept for each general practice. Results Most practices had a centrally negotiated contract with the UK government ('General Medical Services' 54.6%; 4337/7949). Few practices were limited companies with locally negotiated 'Alternative Provider Medical Services' contracts (1.2%; 98/7949); these practices provided worse overall experiences than General Medical Services practices (adjusted mean difference -3.04, 95% CI -4.15 to -1.94). Associations were consistent in direction across outcomes and largest in magnitude for frequency of consulting a preferred doctor (-12.78, 95% CI -15.17 to -10.39). Results were similar for practices owned by large organisations (defined as having ≥20 practices) which were uncommon (2.2%; 176/7949). Conclusions Patients registered to general practices owned by limited companies, including large organisations, reported worse experiences of their care than other patients in 2013-2014.

Intercultural communication through the eyes of patients: experiences and preferences.

ObjectivesTo explore patients’ preferences and experiences regarding intercultural communication which could influence the development of intercultural patient-centred communication training.MethodsThis qualitative study is based on interviews with non-native patients. Thirty non-native patients were interviewed between September and December 2015 about their preferences and experiences regarding communication with a native Dutch doctor. Fourteen interviews were established with an interpreter. The semi-structured interviews took place in Amsterdam. They were focused on generic and intercultural communication skills of doctors. Relevant fragments were coded by two researchers and analysed by the research team by means of thematic network analysis. Informed consent and ethical approval was obtained beforehand.ResultsAll patients preferred a doctor with a professional patient-centred attitude regardless of the doctor’s background. Patients mentioned mainly generic communication aspects, such as listening, as important skills and seemed to be aware of their own responsibility in participating in a consultation. Being treated as a unique person and not as a disease was also frequently mentioned. Unfamiliarity with the Dutch healthcare system influenced the experienced communication negatively. However, a language barrier was considered the most important problem, which would become less pressing once a doctor-patient relation was established. ConclusionsRemarkably, patients in this study had no preference regarding the ethnic background of the doctor. Generic communication was experienced as important as specific intercultural communication, which underlines the marginal distinction between these two. A close link between intercultural communication and patient-centred communication was reflected in the expressed preference ‘to be treated as a person’.

Hysterectomy: The patient`s perspective

Objective: Importance of information provision by the gynaecologist and its effects on women`s decision making about hysterectomy. Study Design: Structured questionnaire and interview Setting: Department of Obstetrics & Gynaecology, Jinnah Hospital, Lahore. Materials and Methods: A questionnaire was given to 50 women who had undergone hysterectomy for benign menstrual problems and information was collected. Main Outcome Measures: Women`s experience and satisfaction, with the communication and information provision by the doctor about her disease before hysterectomy. To assess the influence of that counseling on the decision-making process of hysterectomy. Results: Most of the women undergoing hysterectomy were between the age group of 40 - 45yrs (40%). Most common indication for hysterectomy was dysfunctional uterine bleeding (55%). 32% women reported optimal satisfaction with decision made. 57 highlighted sub-optimal aspects of decision-making process. 37% complained of deficiency in communication skills of doctors and 63%, stated that information provided were incomplete (P<.001). 11% had residual doubts about the appropriateness of hysterectomy. Conclusion: The efforts are required to ensure that women are adequately informed and involved in decision about gynecological treatment.