Evaluating patient and medical staff satisfaction from doctor-patient communication.

IF 1 Q4 HEALTH POLICY & SERVICES
Korina Katsaliaki
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引用次数: 4

Abstract

Purpose: The 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/approach: The 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.

Findings: The 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 implications: Strengthening the communication skills of medical staff and providing clear guidelines on when and how to inform patients are essential.

Originality/value: This 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.

从医患沟通中评估患者和医务人员满意度。
目的:本研究的目的是调查和比较公立医院医生、护理人员和住院患者对各自提供和接受的信息水平的看法,重点研究影响他们沟通的因素。设计/方法/方法:本研究采用横断面调查,来自希腊佩拉和卡特阿提卡两家综合医院的426名参与者为样本。研究于2020年3月至5月通过问卷调查收集数据,并采用均值比较和相关性分析。结果:满意度存在差异,患者对医生沟通的满意度为67.3%,对医生的满意度为83.7%。医院医患沟通需要改善,特别是在替代疗法的讨论和沟通时间上。所有受访者都认为人手短缺是阻碍有效沟通的因素。对于所有受访者群体来说,影响沟通满意度的因素是沟通的持续时间,允许表达问题的时间和对患者个人情况的兴趣。实际影响:加强医务人员的沟通技巧,并就何时以及如何告知患者提供明确的指导方针至关重要。原创性/价值:本研究为不断增长的医患沟通研究做出了贡献。其创新之处在于对医生、护士和患者的沟通满意度进行同时检测。该研究提供了额外的证据,支持满意度与沟通持续时间和个性化关系之间的联系。研究结果对医护人员的培训和患者期望的管理具有重要意义。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
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来源期刊
CiteScore
4.00
自引率
6.70%
发文量
6
期刊介绍: ■Successful quality/continuous improvement projects ■The use of quality tools and models in leadership management development such as the EFQM Excellence Model, Balanced Scorecard, Quality Standards, Managed Care ■Issues relating to process control such as Six Sigma, Leadership, Managing Change and Process Mapping ■Improving patient care through quality related programmes and/or research Articles that use quantitative and qualitative methods are encouraged.
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