Effect of patient's perception about physician's communication skills, physician-patient concordance, physician's empathy on patients' satisfaction

Abstract

Present study examined the impact of patient's perception of doctor's communication skills, empathy, and physician-patient concordance on patient's satisfaction. Moreover present research also aimed to study the relationship of different demographic variables with study variables. Communication Assessment Tool (CAT) developed by Makaoul, Krupat and Chang (2007), The Jefferson Scale of Patient Perceptions of Physician Empathy (JSPPPE) developed by Rojat, Louis, Maxwel, Markham, Wender, and Gonnella (2010), Physician-Patient Concordance (PPC) scale developed by Kerse et a!., (2004), Patient Satisfaction Scale developed by Rojat et a!. (2011) were used to assess the study variables. Data was collected from different public (n = 106) and private sector hospitals (n = 132) of Rawalpindi and Islamabad. Using purposive convenience sampling technique data was collected from 238 individuals, in which 81 patients were from Psychiatric department, 84 from dermatology department and 73 from Cardiology department. The age range of the sample was 16-70 years. Cronbach alpha were computed to assess the internal consistency of instruments. Finding indicated that all study instruments had sound psychometric properties. Results indicated that physician's communication skills, empathy and physician-patient concordance had significant positive relationship with patient's satisfaction. Further-more results indicated significant means differences between public and private sector hospital where patients from private hospitals scored high on all study variables in comparison to patients from public sector hospitals. Significant mean differences were observed along patient's gender where female patients scored higher on empathy and patient's satisfaction. Non-significant differences were observed on the bases of doctor's gender on all study variables. There was significant mean difference across departments where patients from psychiatry department reported less patient satisfaction, poor doctor patient communication skills, lack of empathy and concordance in comparison to cardiology. Significant means differences were also observed between socioeconomic statuses. Finding of the present study wi ll help health Psychologist and medical personnel 's to devise interventions for improvement of Physician's communication ski ll s, empathy and physician-patient concordance for enhancing patient's satisfaction .