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Article 5 - Patient Satisfaction.docx

Course Code
NUR1 220
Sonya Laszlo

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Patient Satisfaction, Communication and
Malpractice Claims
In Cancer and Prevention Control
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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