The Effects of Patient-Centered Communication: Exploring the Mediating Role of Trust in Healthcare Providers

Hong, Hyehyun; Oh, Hyun Jee

doi:10.1080/10410236.2019.1570427

Cited by 80 publications

(76 citation statements)

References 51 publications

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“…The ability to find answers to patients' problems provides the cornerstone to developing trust in professionals' expertise and experience. It also makes patients see the health professionals' recommendations and information as reliable, which, in turn, plays a crucial role in patients' assessment of service quality and results in satisfaction [39][40][41]. In our paper.…”

Section: The Mediating Effect Of Satisfaction By Category Of Servicesmentioning

confidence: 88%

Combining Direct and Indirect Measurements to Assess Patients’ Satisfaction with the Quality of Public Health Services in Romania: Uncovering Structural Mechanisms and Their Implications

Druică

Mihăilă

Burcea

et al. 2019

IJERPH

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Introduction: Patients’ satisfaction was extensively researched over the last decades, given its role in building loyalty, compliance to treatment, prevention, and eventually higher levels of wellbeing and improved health status. Patients’ feedback on the perceived quality of health services can be incorporated into practice; therefore, understanding factors and mechanisms responsible for patients’ satisfaction allows providers to tailor targeted interventions. Method: A questionnaire assessing patients’ perception of the quality of health services was administered to a country-representative sample of 1500 Romanian patients. Using a partial least squares—path modeling approach (PLS-PM), with cross-sectional data, we developed a variance-based structural model, emphasizing the mediating role of trust and satisfaction with various categories of health services. Results: We confirmed the mediating role of trust in shaping the relationship between the procedural accuracy of health professionals, along with the perceived intensity of their interaction with patients, and patients’ experienced quality of the health services. We confirmed the mediating role of satisfaction by the categories of services in the relationship between waiting time on the premises, attention received, and the perceived reliability of the information received, as predictors, and the experienced quality of the health services. In addition, indirect assessment of patients’ satisfaction is a good predictor for direct assessment, thereby affirming the idea that the results of the two types of evaluations converge. Discussions: One of the most efficient solutions to increase both patients’ satisfaction and their compliance is to empower the communication dimension between patients and health practitioners. Given the non-linear relationships among variables, we advocate that, unless the nature of the relationships between satisfaction and its predictors is understood, practical interventions could fail. The most relevant variable for intervention is the degree of attention patients perceive they received. We suggest three methods to turn waiting time into attention given to patients.

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Section: The Mediating Effect Of Satisfaction By Category Of Servicesmentioning

confidence: 88%

Combining Direct and Indirect Measurements to Assess Patients’ Satisfaction with the Quality of Public Health Services in Romania: Uncovering Structural Mechanisms and Their Implications

Druică

Mihăilă

Burcea

et al. 2019

IJERPH

View full text Add to dashboard Cite

show abstract

“…Trust level objects, in particular, may vary since trust in different objects may have diverse levels of susceptibility to the supplied information. In consideration of the existing literature, the degree to which information in uences trust level of a particular object, may depend on the frequency people encounter it in a particular healthcare system [21] as well as the type of trust being considered (i.e., social or interpersonal). The study considers the following three hypotheses.…”

Section: Hypothesis Developmentmentioning

confidence: 99%

“…Trust can activate the placebo effect [14], increase acceptance of medical suggestions and compliance with treatment recommendations [15], diminish the risk of underusing medications in response to cost pressure [16] [17] [18], and improve motivation to seek help and use preventive care [8] [11]. Moreover, trust enhances communication between doctors and patients [19] [20] [21] as well as the perception of e cacy, selfreported health status [22] [23], well-being, and quality of life [5]. Changing attitudes and behaviors associated with patient trust also has a positive impact on healthcare providers.…”

Section: Introductionmentioning

confidence: 99%

“…Trust improves the perception of the performance. Studies show that patients with high trust are more likely to perceive a performance positively even if it was objectively mediocre [19] [26] [21]. As a result, low institutional trust may cause ine ciency and undermine the legitimacy of health insurance and eventually decrease solidarity [27] as well as overall success of health policy [28].…”

Section: Introductionmentioning

confidence: 99%

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Restoring Trust in Healthcare: Information Impact Case Study in Poland

Goncharuk

Lewandowski

Cirella

2021

Preprint

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Background: This study empirically evaluates the influence of information on trust at the physician level, the medical profession, hospitals, and with the payer. Restoring trust in a medical setting appears to be significantly affected due to the coronavirus pandemic. Trust improves results from medical treatment, raises perception of healthcare performance, and smoothens the overall functionality of healthcare systems.Methods: In order to study trust volatility, participants took part in a three-stage experiment designed via: (1) measured level of trust, (2) randomly dividing participants into two groups—control (i.e., re-examination of level of trust) and experimental (i.e., being exposed to a piece of certain manipulative information), and (3) checking whether observational changes were permanent.Results: Results indicate that in the experimental group the increase of trust was noticed in the payer (27.7%, p < 0.001), hospitals (10.9%, p = 0.011), and physicians (decrease of 9.2%, p = 0.036).Conclusions: The study indicated that in Poland information is likely to influence trust in healthcare while social and interpersonal trust levels may be related to increases of trust in hospitals and in the payer versus decreases in physicians.

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“…Clinicians can follow Dean and Street's (2014) three-stage model for helping patients navigate emotions by recognizing, exploring, and empathetically responding. PCC may be tied to higher quality healthcare because of the trust it facilitates between clinicians and patients (Hong & Oh, 2020). Both scholarship and practice endorse PCC as a means of improving outcomes for patients.…”

mentioning

confidence: 99%

Information and Relationship Functions of Communication between Pregnant Women and Their Health Care Providers

Delaney

Singleton

2020

Communication Studies

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Pregnancy is a unique health context, as women undergo physical, social, and identity transformations across gestation and childbirth. Prenatal health care providers, such as obstetricians and midwives, play principal roles in how patients understand and navigate pregnancy, and patient-centered communication is an approach to clinical interaction that can help patients as they encounter physical and social changes. Communication scholarship on patient-centered communication has not considered the pregnancy context, and the pregnancy literature on patient-centered care lacks insight from the field of communication. In this study, our goal was to document participants' accounts of communication with their health care provider during pregnancy and delivery. In-depth interviews with 21 cisgender, heterosexual women who had recently given birth were conducted, asking about perceptions of pregnancy, communication with their prenatal provider, and their labor and delivery experience. Seven functions of communication, organized into information and relationship functions, emerged. Results both comport with and add to existing literature on patient-centered communication in prenatal settings and have pragmatic value for improving provider-patient interactions during pregnancy.

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The Effects of Patient-Centered Communication: Exploring the Mediating Role of Trust in Healthcare Providers

Cited by 80 publications

References 51 publications

Combining Direct and Indirect Measurements to Assess Patients’ Satisfaction with the Quality of Public Health Services in Romania: Uncovering Structural Mechanisms and Their Implications

Combining Direct and Indirect Measurements to Assess Patients’ Satisfaction with the Quality of Public Health Services in Romania: Uncovering Structural Mechanisms and Their Implications

Restoring Trust in Healthcare: Information Impact Case Study in Poland

Information and Relationship Functions of Communication between Pregnant Women and Their Health Care Providers

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