CONTACT – communication protocol for family practitioners and specialists

Krzysztof Sobczak; Agata Janaszczyk; Katarzyna Leoniuk

doi:10.20883/jms.2017.251

Authors

Krzysztof Sobczak Department of Social Medicine and Social Pathology Medical University of Gdansk http://orcid.org/0000-0002-8354-2299
Agata Janaszczyk Department of Social Medicine and Social Pathology Medical University of Gdansk
Katarzyna Leoniuk Department of Social Medicine and Social Pathology Medical University of Gdansk

DOI:

https://doi.org/10.20883/jms.2017.251

Keywords:

communication and interview skills, clinical-patient communication/relationship, cultural competence/proficiency

Abstract

Introduction. Ability to gather and process medical data serves as a basic tool of doctor’s work, which can be improved by applying communication protocols. In most cases, however, instructions presented by such models are too general and do not take into account patients’ preferences.
Material and Methods. The study was carried out in the form of an electronic questionairre sent to a randomly chosen group of adult patients (N = 967). It consisted of close-ended questions about the quality of communication skills of family practitioners and specialists working at outpatient clinics and health centers.
Results. Only 21% of patients claimed that the appointment started on time. 51% mentioned disruptions during the meeting, mainly by a third party (34%). A considerable majority of physicians carried out the interview in a manner that was understood by patients, nevertheless 56.6% of the respondents felt underinformed as far as the nature of their illness was concerned – these objections were mostly expressed by patients suffering from chronic diseases.
Conclusions. Our research shows that a proper organization of work as well as observing the principles of appropriate clinical communication can facilitate doctors’ performance, and thus increase both the level of patients’ satisfaction and the quality of medical services.

Downloads

Download data is not yet available.

Author Biographies

Agata Janaszczyk, Department of Social Medicine and Social Pathology Medical University of Gdansk

Department of Social Medicine and Social Pathology
Medical University of Gdansk
Katarzyna Leoniuk, Department of Social Medicine and Social Pathology Medical University of Gdansk

Department of Social Medicine and Social Pathology
Medical University of Gdansk

References

Beck RS, Daughtridge R, Sloane PD. Physician-patient communication in the primary care office: a systematic review. J Am Board Fam Pract. 2002;15(1):25–38.

Zolnierek KB, Dimatteo MR. Physician communication and patient adherence to treatment: a meta-analysis. Med Care. 2009;47(8):826–34.

Aspegren K. BEME Guide No. 2: Teaching and learning communication skills in medicine-a review with quality grading of articles. Med Teach. 1999;21(6):563–70.

Ammentorp J, Sabroe S, Kofoed PE, Mainz J. The effect of training in communication skills on medical doctors' and nurses' self-efficacy. A randomized controlled trial. Patient Educ Couns. 2007;66(3):270–7.

Haas JS, Cook EF, Puopolo AL, Burstin HR, Cleary PD, Brennan TA. Is the professional satisfaction of general internists associated with patient satisfaction? J Gen Intern Med. 2000;15(2):122–8.

Suchman AL, Roter D, Green M, Lipkin M. Physician satisfaction with primary care office visits. Collaborative Study Group of the American Academy on Physician and Patient. Med Care. 1993;31(12):1083–92.

Singh RK, Raj A, Paschal S, Hussain S. Role of communication for pediatric cancer patients and their family. Indian J Palliat Care. 2015;21(3):338–40.

Frankel RM, Stein T. A Better IDEA for Communicating with Patients about Costs. Virtual Mentor. 2006;8(3):150–3.

Levinson W. Physician-patient communication. A key to malpractice prevention. JAMA. 1994;272(20):1619–20.

Virshup BB, Oppenberg AA, Coleman MM. Strategic risk management: reducing malpractice claims through more effective patient-doctor communication. Am J Med Qual. 1999;14(4):153–9.

Beckman HB, Markakis KM, Suchman AL, Frankel RM. The doctor-patient relationship and malpractice. Lessons from plaintiff depositions. Arch Intern Med. 1994;154(12):1365–70.

Withers J, Vipperman C, Mulak MS. Na czym polega i jak robić marketing usług. Lublin: Wydaw. M & A Communications Polska; 1994, p. 166.

Rhoades DR, McFarland KF, Finch WH, Johnson AO. Speaking and interruptions during primary care office visits. Fam Med. 2001;33(7):528–32.

Marcinowicz L, Chlabicz S, Bielska DE, Czachowski S, Domalewska A, Ołtarzewska AM, et al. Jak skutecznie rozmawiać z pacjentem i jego rodziną?: praktyka lekarza rodzinnego. Warszawa: Wydawnictwo Lekarskie PZWL; 2014, p. 175.

Clark PA. Medical practices' sensitivity to patients' needs. Opportunities and practices for improvement. J Ambul Care Manage. 2003;26(2):110–23.

Nicolai J, Demmel R, Farsch K. Effects of mode of presentation on ratings of empathic communication in medical interviews. Patient Educ Couns. 2010;80(1):76–9.

Makoul G, Zick A, Green M. An evidence-based perspective on greetings in medical encounters. Arch Intern Med. 2007;167(11):1172–6.

Kim SS, Kaplowitz S, Johnston MV. The effects of physician empathy on patient satisfaction and compliance. Eval Health Prof. 2004;27(3):237–51.

Levinson W, Hudak P, Tricco AC. A systematic review of surgeon-patient communication: strengths and opportunities for improvement. Patient Educ Couns. 2013;93(1):3–17.

Beckman HB, Frankel RM. The effect of physician behavior on the collection of data. Ann Intern Med. 1984;101(5):692–6.

Marvel MK, Epstein RM, Flowers K, Beckman HB. Soliciting the patient's agenda: have we improved? JAMA. 1999;281(3):283–7.

Walden-Gałuszko Kd. Psychoonkologia w praktyce klinicznej. Warszawa: Wydawnictwo Lekarskie PZWL; 2011, p. 241.

Hardee JT, Platt FW, Kasper IK. Discussing health care costs with patients: an opportunity for empathic communication. J Gen Intern Med. 2005;20(7):666–9.

Makoul G, Arntson P, Schofield T. Health promotion in primary care: physician-patient communication and decision making about prescription medications. Soc Sci Med. 1995;41(9):1241–54.

Schattner A, Rudin D, Jellin N. Good physicians from the perspective of their patients. BMC Health Serv Res. 2004;4(1):26.

Edwards A, Elwyn G. Inside the black box of shared decision making: distinguishing between the process of involvement and who makes the decision. Health Expect. 2006;9(4):307–20.

Burge S, White D, Bajorek E, Bazaldua O, Trevino J, Albright T, et al. Correlates of medication knowledge and adherence: findings from the residency research network of South Texas. Fam Med. 2005;37(10):712–8.

Golin C, DiMatteo MR, Duan N, Leake B, Gelberg L. Impoverished diabetic patients whose doctors facilitate their participation in medical decision making are more satisfied with their care. J Gen Intern Med. 2002;17(11):857–66.

Kelly PA, Haidet P. Physician overestimation of patient literacy: a potential source of health care disparities. Patient Educ Couns. 2007;66(1):119–22.

Britten N, Stevenson FA, Barry CA, Barber N, Bradley CP. Misunderstandings in prescribing decisions in general practice: qualitative study. BMJ. 2000;320(7233):484–8.

Pollak KI, Alexander SC, Tulsky JA, Lyna P, Coffman CJ, Dolor RJ, et al. Physician empathy and listening: associations with patient satisfaction and autonomy. J Am Board Fam Med. 2011;24(6):665–72.

Lussier MT, Richard C. Because one shoe doesn't fit all: a repertoire of doctor-patient relationships. Can Fam Physician. 2008;54(8):1089–92, 96–9.