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Article 5 - Patient Satisfaction.docx

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McGill University
NUR1 220
Sonya Laszlo

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  shorter consultations were more to do with “presenting symptom” type of medicine  physicians’ patient volume affected the time for each patient and therefore affected patient satisfaction  result: o lower rate of follow up o lower ra
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