Relationship between nurse case manager's communication skills and patient satisfaction at hospital in Jakarta

2021 ◽  
Vol 31 ◽  
pp. S413-S418
Author(s):  
Imelda Avia ◽  
Hanny Handiyani ◽  
Dewi Gayatri
Keyword(s):  
Patient Satisfaction ◽  
Communication Skills

Improving Communication Skills in Health Care

2013 ◽  
Vol 20 (3) ◽  
pp. 109-117
Author(s):  
Lynda Katz Wilner ◽  
Marjorie Feinstein-Whittaker
Keyword(s):  
Health Care ◽  
Patient Satisfaction ◽  
Communication Skills ◽  
Health Care Professionals ◽  
Skills Training ◽  
International Medical Graduate ◽  
Medical Graduate ◽  
Health Care Environment ◽  
Medical Interpreters ◽  
Accent Modification

Hospital reimbursements are linked to patient satisfaction surveys, which are directly related to interpersonal communication between provider and patient. In today’s health care environment, interactions are challenged by diversity — Limited English proficient (LEP) patients, medical interpreters, International Medical Graduate (IMG) physicians, nurses, and support staff. Accent modification training for health care professionals can improve patient satisfaction and reduce adverse events. Surveys were conducted with medical interpreters and trainers of medical interpreting programs to determine the existence and support for communication skills training, particularly accent modification, for interpreters and non-native English speaking medical professionals. Results of preliminary surveys suggest the need for these comprehensive services. 60.8% believed a heavy accent, poor diction, or a different dialect contributed to medical errors or miscommunication by a moderate to significant degree. Communication programs should also include cultural competency training to optimize patient care outcomes. Examples of strategies for training are included.

Development of the Persian patient satisfaction questionnaire

2018 ◽  
Vol 31 (8) ◽  
pp. 988-999 ◽  
Author(s):  
Mahdi Nouri ◽  
Saeideh Ghaffarifar ◽  
Homayoun Sadeghi-Bazargani
Keyword(s):  
Patient Satisfaction ◽  
Communication Skills ◽  
Content Validity ◽  
Impact Score ◽  
Validity And Reliability ◽  
Validity Index ◽  
Patient Satisfaction Questionnaire ◽  
Satisfaction Questionnaire ◽  
Content Type ◽  
Persian Version

Purpose The purpose of this paper is to explore the validity and reliability of the Persian version of the patient satisfaction questionnaire (PVPSQ). The study addressed the communication skills section of the PSQ specifically. Design/methodology/approach This cross-sectional study was conducted in 2015 to determine the validity and reliability of the Persian version of the patient satisfaction questionnaire (PSQ). In total, 538 patients (ten in pilot, 488 in tests, 40 in retest), 14 experts and 198 residents participated. The items’ impact score, content validity index, and content validity ratio were calculated. Construct validity and reliability of the scale were examined with exploratory factor analysis, Cronbach’s α, and the Intraclass correlation coefficient (ICC), respectively. Findings The questionnaire demonstrated a content validity index=0.94, content validity ratio=0.84, impact score=4.61, Cronbach’s α=0.93 and ICC=0.513 (p<0.00). A single factor was found in the eigenvalue distribution of the PSQ that predicted approximately 93 percent of the variance. Practical implications The results of this study will permit researchers in all Persian-speaking countries to use a valid and reliable Persian version of the PSQ to evaluate patients’ satisfaction with residents’ communication skills. Originality/value There were a few Persian questionnaires to assess patient satisfaction with physicians’ communication skills, but their psychometric properties had not been reported until the time of this study. By using the PVPSQ, both researchers at Iranian universities of medical sciences and researchers in other Persian-speaking countries can assess residents’ communication skills from the patient’s perspective more reliably.

scholarly journals Communication Skills Training for Surgical Inpatient Advanced Practice Providers in an Academic Health-Care System

2018 ◽  
Vol 7 (1) ◽  
pp. 42-48
Author(s):  
Johncy Joseph ◽  
Corinna Sicoutris ◽  
Steven E Raper
Keyword(s):  
Patient Satisfaction ◽  
Clinical Outcomes ◽  
Communication Skills ◽  
Skills Training ◽  
Patient Communication ◽  
Fiscal Year ◽  
Inpatient Setting ◽  
Advanced Practice ◽  
Good Communication ◽  
Course Content

Background: Good communication skills enhance the patient experience, clinical outcomes, and patient satisfaction. Objective: A course was developed by an interdisciplinary team (surgeon, nurse practitioner, and nurse MBA) for advanced practice providers (APPs) working for the department of surgery—a mix of practice and hospital-employed professionals—to enhance communications skills in an inpatient setting. Methods: Current concepts on provider–patient communication were discussed. Participants also asked to view and critique a video “provider–patient communication gone wrong” scenario. Lastly, participants were provided with techniques for improving provider–patient communication. The participants assessed the course. Provider communication scores were tracked from quarter 1, Fiscal Year 2014 to quarter 4 Fiscal Year 2017. Results: Of 110 eligible APPs, 95 (86%) attended the course. The anonymous survey response rate was 90% (86/95). Participants expressed satisfaction with the course content confirmed by Likert score weighted averages of >4.6/5 in all 8 domains. Communication scores increased with time. Conclusion: An interdisciplinary course aimed at enhancing provider–patient communication skills was well-received by the APP participants. The course was part of ongoing system-wide efforts to improve patient experiences, satisfaction, and outcomes. Continuing education in communication continues to play a key role in improving clinical outcomes and patient satisfaction.

Verbal Communication Skills and Patient Satisfaction

1990 ◽  
Vol 13 (2) ◽  
pp. 168-185 ◽  
Author(s):  
Pamela A. Rowland-Morin ◽  
J. Gregory Carroll
Keyword(s):  
Patient Satisfaction ◽  
Communication Skills ◽  
Verbal Communication

Where’s my doctor? the impact of the primary oncologist’s visit with their hospitalized patients.

2019 ◽  
Vol 37 (15_suppl) ◽  
pp. 6603-6603
Author(s):  
Brianna R. Bakow ◽  
Fred Schiffman ◽  
Anthony E. Mega
Keyword(s):  
Patient Satisfaction ◽  
Hospital Stay ◽  
Communication Skills ◽  
Negative Impact ◽  
Cancer Center ◽  
Face To Face ◽  
Brown University ◽  
Oncology Unit ◽  
The Impact ◽  
The Relationship

6603 Background: Continuity of care is a cornerstone of the patient-practitioner relationship and patient satisfaction. The inpatient continuity visit (ICV), a face-to-face patient-provider interaction, involves a discussion regarding hospital course and care goals and decisions. We theorize that the ICV influences patient satisfaction. Previously, patient satisfaction has been related to patient perception of physician conduct, including communication skills. Currently, there are no studies investigating the impact of an ICV on inpatient oncology patients on a hospitalist service. Objectives: To assess the relationship between the ICV and patient satisfaction. We hypothesized that one or more visits by the outpatient oncologist would enhance satisfaction of oncology inpatients. Methods: Subjects (N=82) were comprised of adult inpatients on the oncology unit at Miriam Hospital, a teaching hospital of the Alpert Medical School of Brown University. All participants had an oncologist at the hospital based cancer center. A survey, given at discharge, included a 5-point Likert scale ranging from greatly worsened to greatly improved to assess the impact of the ICV on patient satisfaction. Results: Of 82 participants, 46 reported a visit by their outpatient oncologist. Forty-two (91.3%) reported that this visit either greatly or somewhat improved satisfaction with their hospital stay, while 8.7% reported no impact. Of patients whose oncologist visited once, 94.4% reported either greatly or somewhat improved satisfaction compared to 89.3% who had more than one visit. Out of 36 subjects who did not receive a visit, 16.7% reported that the lack of visit either greatly or somewhat worsened their hospital stay, while 83.3% reported no impact. Conclusions: Our study suggests that an ICV improves satisfaction of care in cancer patients on a hospitalist service. Furthermore, one of every six subjects who did not receive an ICV reported a negative impact on satisfaction. Results highlight a possible intervention to the discontinuity of care that may be perceived by patients. While the practicality of this intervention requires evaluation, the efficacy of a single continuity visit to improve satisfaction is reassuring.

scholarly journals The Relation between Good Communication Skills on the Part of the Physician and Patient Satisfaction in a Military Setting

2008 ◽  
Vol 173 (9) ◽  
pp. 878-881 ◽  
Author(s):  
Ohad Hochman ◽  
Baruch Itzhak ◽  
David Mankuta ◽  
Shlomo Vinker
Keyword(s):  
Patient Satisfaction ◽  
Communication Skills ◽  
Good Communication

Predicting Patient Satisfaction from Physicians??? Nonverbal Communication Skills

Medical Care ◽  
1980 ◽  
Vol 18 (4) ◽  
pp. 376-387 ◽  
Author(s):  
M Robin DiMatteo ◽  
Angelo Taranta ◽  
Howard S. Friedman ◽  
Louise M. Prince
Keyword(s):  
Patient Satisfaction ◽  
Nonverbal Communication ◽  
Communication Skills

scholarly journals Patient Satisfaction Ratings of Male and Female Residents Across Subspecialties

Neurosurgery ◽  
2019 ◽  
Vol 86 (5) ◽  
pp. 697-704 ◽  
Author(s):  
Methma Udawatta ◽  
Yasmine Alkhalid ◽  
Thien Nguyen ◽  
Vera Ong ◽  
Jos’lyn Woodard ◽  
...  
Keyword(s):  
Patient Satisfaction ◽  
Quality Of Care ◽  
Medical Care ◽  
Communication Skills ◽  
Gender Inequalities ◽  
Male And Female ◽  
Medical Expertise ◽  
Significant Difference ◽  
Quality Of Medical Care

Abstract BACKGROUND Females currently comprise approximately 50% of incoming medical students yet continue to be underrepresented in certain medical subspecialties. OBJECTIVE To assess whether gender plays a role in patients’ perception of physician competency among different specialties. METHODS We administered surveys at 2 academic medical centers to patients who were stable, cognitively aware, and indicated English as their primary language. Survey questions evaluated communication, medical expertise, and quality of care. RESULTS A total of 4222 surveys were collected. Females comprised around half (n = 2133, 50.7%) of evaluated residents. First-year (n = 1647, 39%) and second-year (n = 1416, 33.5%) residents were assessed most frequently. Internal medicine conducted the most surveys (n = 1111, 23.6%), whereas head and neck surgery conducted the least (n = 137, 3.24%). There was no statistically significant difference between patients’ perception of male and female residents of the same year in overall communication skills, medical expertise, and quality of medical care. Female residents outperformed their male counterparts on specific questions evaluating the communication of treatment plans, patient education, and patient satisfaction (P &lt; .001, P = .03, P = .04, respectively). Unsurprisingly, patients’ perceptions of residents’ overall communication skills, medical expertise, and quality of medical care significantly improved when comparing more experienced residents to newer residents. CONCLUSION There is no difference between overall communication, medical expertise, and quality of care between sexes, and across subspecialties. Though gender inequalities currently exist most starkly in practitioners in surgical subspecialties, women in surgical residencies were much better communicators than their male counterparts, but still perceived to have similar levels of medical expertise and quality of care.

Two monologues do not make a dialogue: the need for medical specialty–specific communication workshops: population-based study

BMJ Leader ◽  
2019 ◽  
Vol 3 (1) ◽  
pp. 15-18
Author(s):  
Jeeji Palocaren ◽  
Renjith Raj Puthuparampil ◽  
Celine Mathew Thalappillil
Keyword(s):  
Patient Satisfaction ◽  
Communication Skills ◽  
Communication Skill ◽  
Skills Training ◽  
Knowledge Retention ◽  
Healthcare Personnel ◽  
Allied Health Professionals ◽  
Diagnostic Laboratory ◽  
Patient Satisfaction Scores ◽  
The Impact

AimIncreasing attacks on healthcare personnel in India have highlighted the need for improved communication between staff and patients. Currently, communication skill workshops target doctors and nurses, overlooking a key player relevant to patient satisfaction—allied health professionals (henceforth, AHPs). This study evaluates the impact of communication skills training for diagnostic laboratory and blood bank personnel on patient satisfaction scores.MethodThe impact of communication workshop for AHPs was tested through pre-workshop and post-workshop questionnaires to participants that tested how they handle communication with patients. Additionally, participants were also administered the questionnaire 4 months after the workshop to test knowledge retention. In parallel, the change in patient satisfaction towards AHPs was assessed by a pre-workshop and post-workshop patient survey.ResultsParticipants experienced a statistically significant improvement in communication skills, as measured by the pre-workshop and post-workshop questionnaires. This coincided with a significant increase in patient satisfaction scores after the workshop, as indicated by the patient satisfaction survey. The difference in communication skills scores between experienced and inexperienced personnel showed a marked decrease after the workshop, suggesting that such workshops can help inexperienced workers ‘catch up’ with more experienced workers. However, scores of all participants showed a statistically significant decrease after 4 months, suggesting that the use of such workshops can be enhanced through periodic refresher courses.ConclusionCommunication workshops for AHPs can play a crucial role in improving patient–hospital relations. These workshops can also help standardise services by bridging communication skill differences between experienced and inexperienced staff.

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