PREDICTING PATIENT SATISFACTION FROM PHYSICIANS NONVERBAL-COMMUNICATION SKILLS
PREDICTING PATIENT SATISFACTION FROM PHYSICIANS NONVERBAL-COMMUNICATION SKILLS
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DOI：
10.1097/00005650-198004000-00003
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发表时间：
1980-01-01
期刊：
影响因子：
3
通讯作者：
PRINCE, LM
中科院分区：
文献类型：
--
作者：
DIMATTEO, MR;TARANTA, A;PRINCE, LM
在2项研究中，研究了医生的非语言沟通技能（他们沟通和理解面部表情、身体动作和语调暗示情感的能力）与患者对医疗服务的满意度之间的关系。该研究涉及71名内科住院医师和462名门诊和住院患者。标准化的，可靠的和有效的措施，非语言沟通技巧管理的医生。他们在这些测试中的得分与他们从患者样本中获得的关于他们所接受的医疗护理的技术方面和社会情感方面（或艺术）的满意度的评分相关。虽然医生的非语言沟通技巧与患者对医疗技术质量的评价关系不大，但这些技能的测量确实可以预测患者对所接受的医疗护理艺术的满意度。在这两个样本中，对身体运动和姿势暗示更敏感的医生（非语言研究人员认为这是可以感知真实情感的渠道）从他们的病人那里获得了更高的护理艺术评分，而不是不敏感的医生。此外，通过非语言沟通成功表达情感的医生往往比沟通效率较低的医生在护理艺术方面获得更高的评分。成功地识别患者满意的医生的特点的影响进行了讨论。
The relationship between physicians’ nonverbal communication skills (their ability to communicate and to understand facial expression, body movement and voice tone cues to emotion) and their patients’ satisfaction with medical care was examined in 2 studies. The research involved 71 residents in internal medicine and 462 of their ambulatory and hospitalized patients. Standardized, reliable and valid measures of nonverbal communication skills were administered to the physicians. Their scores on these tests were correlated with ratings they received from a sample of their patients on measures of satisfaction with the technical aspects and the socioemotional aspects (or art) of the medical care they received. While the nonverbal communication skills of the physicians bore little relationship to patients’ ratings of the technical quality of care, measures of these skills did predict patient satisfaction with the art of medical care received. Across both samples, physicians who were more sensitive to body movement and posture cues to emotion (the channel suggested by nonverbal researchers as the one in which true affect can be perceived) received higher ratings from their patients on the art of care than did less sensitive physicians. In addition, physicians who were successful at expressing emotion through their nonverbal communications tended to receive higher ratings from patients on the art of care than did physicians who were less effective communicators. The implications of successfully identifying characteristics of physicians with whom patients are satisfied are discussed.