The effect of surgeon empathy and emotional intelligence on patient satisfaction

Abstract

We investigated the associations of surgeons' emotional intelligence and surgeons' empathy with patient-surgeon relationships, patient perceptions of their health, and patient satisfaction before and after surgical procedures. We used multi-source approaches to survey 50 surgeons and their 549 outpatients during initial and follow-up visits. Surgeons' emotional intelligence had a positive effect (r = .45; p < .001) on patient-rated patient-surgeon relationships. Patient-surgeon relationships had a positive impact on patient satisfaction before surgery (r = .95; p < .001). Surgeon empathy did not have an effect on patient-surgeon relationships or patient satisfaction prior to surgery. But after surgery, surgeon empathy appeared to have a significantly positive and indirect effect on patient satisfaction through the mediating effect of patients' self-reported health status (r = .21; p < .001). Our study showed that long-term patient satisfaction with their surgeons is affected less by emotional intelligence than by empathy. Furthermore, empathy indirectly affects patient satisfaction through its positive effect on health outcomes, which have a direct effect on patients' satisfaction with their surgeons.

Patient Perceptions of Care as Influenced by a Large Institutional Pharmacogenomic Implementation Program

“…Trust dimension scores showed positive correlation with age and satisfaction with the physician ( P < 0.01). These patterns are similar to those of established empathy and trust measurement tools …”

Empathy and avoidance in treating patients living with HIV/AIDS (PLWHA) among service providers in China

“…Some researchers have argued that the incorporation of empathy in medical setting will dissuade physicians from having a dispassionate view of patients, therefore interfering with objective scientific decision-making (Bridget & Wohlers, 2010). Such skepticism is unwarranted, as a large body of literature shows that positive clinical outcomes are associated with the quality of the doctor–patient relationship and doctor–patient communication, and that empathy enhances both (Blatt, LeLacheur, Galinsky, Simmens, & Greenberg, 2010; Verheul, Sanders, & Bensing, 2010; Weng et al, 2011). On the other hand, doctors who reported a loss of empathy subsequently showed an increased rate of major medical errors (West et al, 2006).…”

Medical students’ and patients’ perceptions of patient-centred attitude

“…Both awareness of the importance of patient-centred care and interest in the communication styles between doctors and patients are rising. Previous studies have shown that patient-centred attitude and good communication strengthen the doctor-patient relationship in dealing with illnesses, which in turn leads to better healthcare, patient satisfaction, patient adherence to treatment, and clinical outcomes [2,3,4,5,6,7]. Such results imply the need and appropriateness of changes in medical education.…”