Communication skills training for doctors increases patient satisfaction

Clinical Governance

Volumn 11, Issue 4, 2006, Pages 299-307

  Trumble, Stephen C ^a   O'Brien, Mark L ^b   O'Brien, Matthew ^b   Hartwig, Bronwyn ^b  

^a UNIVERSITY OF MELBOURNE   (Australia)

^b Cognitive Institute ^*  (Australia)

Author keywords

Communication skills; Doctors; Patients; Training

Indexed keywords

ARTICLE; COMMUNICATION SKILL; CONSULTATION; GYNECOLOGY; HUMAN; MEDICAL SPECIALIST; MEDICOLEGAL ASPECT; OBSTETRICS; PATIENT SATISFACTION; PHYSICIAN ATTITUDE; PRIORITY JOURNAL; QUESTIONNAIRE; RISK MANAGEMENT; WORKSHOP;

EID: 33750361001     PISSN: 14777274     EISSN: None     Source Type: Journal    
DOI: 10.1108/14777270610708832     Document Type: Article

References (18)

1. Audit Commission (UK) (1993), What Seems to Be the Matter: Communication between Hospitals and Patients?, HMSO, London.
2. Beckman, H.B., Markakis, K.M., Suchman, A.L. and Frankel, R.M. (1994), "The doctor-patient relationship and malpractice. Lessons from plaintiff depositions", Archives of Internal Medicine, Vol. 154 No. 12, pp. 1365-70.
3. Betz Brown, J., Boles, M., Mullooly, J.P. and Levinson, W. (1999), "Effect of clinician communication skills training on patient satisfaction", Annals of Internal Medicine, Vol. 1631, pp. 822-9.
4. DiMatteo, M.R., Hays, R.D. and Prince, L.M. (1986), "Relationship of physicians' nonverbal communication skill to patient satisfaction, appointment noncompliance, and physician workload", Health Psychology, Vol. 5 No. 6, pp. 581-94.
5. Griffin, S.J., Kinmonth, A.L., Veltman, M.W., Gillard, S., Grant, J. and Stewart, M. (2004), "Effect on health-related outcomes of interventions to alter the interaction between patients and practitioners: A systematic review of trials", Annals of Family Medicine, Vol. 2 No. 6, pp. 595-608.
6. Hickson, G.B., Federspiel, C.F., Pichert, J.W., Miller, C.S., Gauld-Jaeger, J. and Bost, P. (2002), "Patient complaints and malpractice risk", Journal of the American Medical Association, Vol. 287 No. 22, pp. 2951-7.
7. Kim, S.S., Kaplowitz, S. and Johnston, M.V. (2004), "The effects of physician empathy on patient satisfaction and compliance", Evaluation & the Health Professions, Vol. 27 No. 3, pp. 237-51.
8. Leape, L.L., Brennan, T.A., Laird, N.M., Lawthers, A.G., Localio, A.R., Barnes, B.A., Herbert, L., Newhouse, J.P., Weiler, P.C. and Hiatt, H. (1991), "The nature of adverse events in hospitalized patients: results from the Harvard Medical Practice Study II", New England Journal of Medicine, Vol. 324, pp. 377-84.
9. Levinson, W., Roter, D.L., Mullooly, J.P., Dull, V.T. and Frankel, R.M. (1997), "Physician-patient communication: The relationship with malpractice claims among primary care physicians and surgeons", Journal of the American Medical Association, Vol. 277 No. 7, pp. 553-9.
10. Little, P., Everitt, H., Williamson, I., Warner, G., Moore, M., Gould, C., Ferrier, K. and Payne, S. (2001), "Observational study of effect of patient centredness and positive approach on outcomes of general practice consultations", British Medical Journal, Vol. 323, pp. 908-11.
11. Moore, P.J., Adler, N.E. and Robertson, P.A. (2000), "Medical malpractice: The effect of doctor-patient relations on medical patient perceptions and malpractice intentions", Western Journal of Medicine, Vol. 173 No. 4, pp. 244-50.
12. Ong, L.M., DeHaes, J.C., Hoos, A.M. and Lammes, F.B. (1995), "Doctor-patient communication: A review of the literature", Social Science & Medicine, Vol. 40 No. 7, pp. 903-18.
13. Webster, G.D. (1989), Final Report of the Patient Satisfaction Questionnaire Project, American Board of Internal Medicine, Philadelphia, PA.
14. White, A.A., Pichert, J.W., Bledsoe, S.H., Irwin, C. and Entman, S.S. (2005), "Cause and effect analysis of closed claims in obstetrics and gynecology", Obstetrics and Gynaecology, Vol. 105, pp. 1031-8.
15. Williams, N. and Ogden, J. (2004), "The impact of matching the patient's vocabulary: A randomized control trial", Family Practice, Vol. 21 No. 6, pp. 630-5.
16. Zachariae, R., Pedersen, C.G., Jensen, A.B., Ehrnrooth, E., Rossen, P.B. and von der Maase, H. (2003), "Association of perceived physician communication style with patient satisfaction, distress, cancer-related self-efficacy, and perceived control over the disease", British Journal of Cancer, Vol. 88 No. 5, pp. 658-65.
17. Lynch, C., Coker, A. and Dua, J. (1996), "A clinical analysis of 500 medico-legal claims evaluating the causes and assessing the potential benefit of alternative dispute resolution", British Journal of Obstetrics and Gynaecology, Vol. 103, pp. 1236-42.
18. Worthlin Group (1995), Communication and the Physician/Patient Relationship: A Physician and Consumer Communication Survey, The Group, West Haven, CT.