Communication Practices of Physicians With High Patient-Satisfaction Ratings

Communication Practices of Physicians With High Patient-Satisfaction Ratings

 

Karen Tallman, PhD; Tom Janisse, MD; Richard M Frankel, PhD; Sue Hee Sung, MPH; Edward Krupat, PhD; John T Hsu, MD, MBA, MSCE

Winter 2007 - Volume 11 Number 1

https://doi.org/10.7812/TPP/06-106

Introduction

How do primary care physicians with outstanding patient-satisfaction ratings communicate with their patients? Which specific practices distinguish them from less effective communicators on the basis of measured performance? To answer this question, we videotaped 92 adult primary care visits in Southern California and Hawaii and interviewed both physicians and patients separately. Each participating physician and patient viewed the tapes of the visit and shared their perceptions of the communication aspects of the visit. We also audiotaped these debriefing sessions. To identify successful physician communication practices, exam room visit behaviors and comments from the postvisit debriefs were coded and compared with each physician's panel-level patient satisfaction. In the final section, we describe communication strategies reported by physicians with high patient-satisfaction ratings.

The quality of physician-patient communication in primary care visits is related to patient satisfaction,1 adherence,2,3 litigation,4 quality of data collection,5 utilization patterns, and clinical outcomes.6 There is evidence that communications between physicians and patients are sometimes inadequate.7-9 In addition, disruptive communications reduce the quality of worklife for physicians. Thus, improvement in physician communication skills has great potential for both the quality of medical care and for the physician work environment.

etoc emailClick here to join the E-TOC list or text TPJ to 22828. You will receive an Email notice with the Table of Contents of each issue.

CME

The Kaiser Permanente National CME Program designates this journal-based CME activity for 4 AMA PRA Category 1 Credits. Physicians should claim only the credit commensurate with the extent of their participation in the activity.

Circulation

27,000 print readers per quarter, 15,350 eTOC readers, and in 2018, 2 million page views of TPJ articles in PubMed from a broad international readership.

The Permanente Press

The Permanente Press publishes The Permanente Journal and books related to healthcare. For information about subscriptions, missing issues, billing, subscription renewal, and back issues, Email: permanente.journal@kp.org.


ISSN 1552-5775 Copyright © 2019 thepermanentejournal.org.

All Rights Reserved.