Patient-Centered Communication Behaviors That Correlate With Higher Patient Satisfaction Scores

Finefrock, Doug; Patel, Sridhar; Zodda, David; Nyirenda, Themba; Nierenberg, Richard; Feldman, Joseph; Ogedegbe, Chinwe

doi:10.1177/2374373517750414

Cited by 20 publications

(15 citation statements)

References 9 publications

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“…However, other studies suggest a positive effect on patient satisfaction when initiatives target both doctors and patients [52] or when clinicians use positive communication behaviors (e.g. begin with open-ended question) [53].…”

Section: Discussionmentioning

confidence: 99%

The development of PROmunication: a training-tool for clinicians using patient-reported outcomes to promote patient-centred communication in clinical cancer settings

Skovlund

Ravn

Seibæk

et al. 2020

J Patient Rep Outcomes

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Background: The value of using real-time patient-reported outcome (PRO) measures in cancer communication has gained attention both in the clinic and in research. Despite this, no internationally accepted guidelines or training programs for clinicians on how to engage in patient-centred communication based on PROs exist. Lack of training may complicate implementation and systematic use of PROs in the clinic. We aimed to develop a short and feasible manual and training session in PRO-based dialogue rooted in patient-centred communication, coined PROmunication. Methods: PROmunication was implemented in two studies using PROs in different clinical cancer settings. We interviewed clinicians twice during the development phase. First, adopting a clinical perspective, they provided ideas for content, length and structure of the training session and the manual. Second, they approved the draft of the manual with minor adjustments on how to document clinician-patient communication. The final version of the PROmunication tool was built on clinicians' input, theory on patientcentred communication, a literature review, and didactic considerations. Results: The one-page manual gave clinicians a brief and clear overview of how to prepare for, undergo and document a PRO-based consultation. Illustrations and verbal phrases were offered to operationalize and facilitate patient-centred communication. The training session included elements like evidence-based knowledge about the rationale, benefits and challenges of using PROs and comprised theory, experimental training and instructions for the use of the manual in clinical practice. Ad hoc training and feedback in the clinic followed the training session. Conclusions: This paper presents the development of a short, theory-driven manual and training session intended to support and engage clinicians in PRO-based dialogue leading to patient-centred communication. Further testing of the tool is necessary and adjustments may be required if the PROmunication tool should

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Section: Discussionmentioning

confidence: 99%

The development of PROmunication: a training-tool for clinicians using patient-reported outcomes to promote patient-centred communication in clinical cancer settings

Skovlund

Ravn

Seibæk

et al. 2020

J Patient Rep Outcomes

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“…Similarly, discharge procedures were identified as an important opportunity for coordinated communication with the patient (table 3). Others have shown that revisions to the discharge procedures intended to make the process more patient-centred and to highlight follow-up requirements, can significantly improve patient experience and satisfaction with discharge 42 43. In addition, a number of environmental factors highlighted by patients could be remedied with little cost and effort (table 3).…”

Section: Discussionmentioning

confidence: 99%

Capturing the experience of the hospital-stay journey from admission to discharge using diaries completed by patients in their own words: a qualitative study

Webster

Jowsey

et al. 2019

BMJ Open

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ObjectiveTo capture and better understand patients’ experience during their healthcare journey from hospital admission to discharge, and to identify patient suggestions for improvement.DesignProspective, exploratory, qualitative study. Patients were asked to complete an unstructured written diary expressed in their own words, recording negative and positive experiences or anything else they considered noteworthy.Participants and settingPatients undergoing vascular surgery in a metropolitan hospital.Primary outcome measuresComplete diary transcripts underwent a general inductive thematic analysis, and opportunities to improve the experience of care were identified and collated.ResultsWe recruited 113 patients in order to collect 80 completed diaries from 78 participants (a participant response rate of 69%), recording patients’ experiences of their hospital-stay journey. Participating patients were a median (range) age of 69 (21–99) years and diaries contained a median (range) of 197 (26–1672) words each. Study participants with a tertiary education wrote more in their diaries than those without—a median (range) of 353.5 (48–1672) vs 163 (26–1599) words, respectively (Mann-Whitney U test, p=0.001). Three primary and eight secondary themes emerged from analysis of diary transcripts—primary themes being: (1) communication as central to care; (2) importance of feeling cared for and (3) environmental factors shaping experiences. In the great majority, participants reported positive experiences on the hospital ward. However, a set of 12 patient suggestions for improvement were identified, the majority of which could be addressed with little cost but result in substantial improvements in patient experience. Half of the 12 suggestions for improvement fell into primary theme 1, concerning opportunities to improve communication between healthcare providers and patients.ConclusionsUnstructured diaries completed in a patient’s own words appear to be an effective and simple approach to capture the hospital-stay experience from the patient’s own perspective, and to identify opportunities for improvement.

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“…This circumstance is the main objective of a healthcare service [4]. Currently, it is not enough that the physician provides competent medical care [47] since patient-centered communication increases satisfaction [48]. For this reason, although patients remember less than half of the information supplied by their doctors [49], the quality and quantity of information received is essential for decision-making by patients [50].…”

Section: Literature Background and Hypothesesmentioning

confidence: 99%

Patient Satisfaction in the Spanish National Health Service: Partial Least Squares Structural Equation Modeling

Martínez

Orellana

2019

IJERPH

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The aim of this article was to determine which key indicators influence patient satisfaction with the Spanish NHS to provide useful information for policy decision-making. A total of 33 variables for each of the 17 Spanish autonomous communities were collected from the statistical portal of the Spanish Ministry of Health, Social Services, and Equality between 2005 and 2016. A cross-sectional study was applied using Partial Least Squares to a Structural Equation Model (PLS-SEM). The influence of expenditures, resource allocation, and safety were hypothesized about patient satisfaction. Gross Domestic Product (GDP) and life expectancy were used as control variables. Moreover, the influence of resource allocation on use was tested. The model explained 57.1% of patient satisfaction with the Spanish NHS. It was positively influenced mainly by resource allocation and expenditures, followed by safety and life expectancy. Additionally, resources directly influenced the level of use. The number of hospital beds, hemodialysis equipment, rate of adverse drug reactions, and expenditure positively influenced patient satisfaction. In contrast, the number of posts in day hospitals, the hospital infection rate, and the percentage of pharmacy spending negatively influenced patient satisfaction.

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Patient-Centered Communication Behaviors That Correlate With Higher Patient Satisfaction Scores

Cited by 20 publications

References 9 publications

The development of PROmunication: a training-tool for clinicians using patient-reported outcomes to promote patient-centred communication in clinical cancer settings

The development of PROmunication: a training-tool for clinicians using patient-reported outcomes to promote patient-centred communication in clinical cancer settings

Capturing the experience of the hospital-stay journey from admission to discharge using diaries completed by patients in their own words: a qualitative study

Patient Satisfaction in the Spanish National Health Service: Partial Least Squares Structural Equation Modeling

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