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Lecture

Article 5 - Patient Satisfaction.docx


Department
Nursing
Course Code
NUR1 220
Professor
Sonya Laszlo

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Patient Satisfaction, Communication and
Malpractice Claims
In Cancer and Prevention Control
Objective:
1. Patient’ satisfactions and dissatisfaction
2. Time
3. Communication in relation to patient adherence with the management plan recommended
by the doctor
a. 4 key aspects to increase patient cooperation
- Miscommunication led to files for malpractice
- Satisfaction is based on patient expectation
o Physicians should know what their expectations are
o Depends on the quality of communication
o Problem is found in the way diagnoses are explained
Patients end up feeling ignored
Being misled/they feel like they are being misled
o By not understanding patient/family’s perspective:
Devalues their views
Leaves them with a sense of desertion
They feel rushed
- “claim” vs “no claim”
o Table 1 p. 26
Communication Behaviours of “No-claim” Primary Care physicians
Longer visits
More orientating statements
- Eg. “first I will examine you and then you will have some tests”
More humour, more laughter
More facilitating comments
- Eg. Asking opinions, checking understanding, prompts
o Poor communication is proportional to the number of complaints
- There is a relationship between communication and the time available for consultation
o Communication style has pros and cons
It is not affected by the length of the interaction
Length of time available affected the nature of the discussion
a shorter consultation leads to a more patient centred consultation
a longer consultation leads to a more thorough communication
relationship: longer = goals of the physician increases as well
more needs were met
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