Introduction
A high level of patient satisfaction indicates an excellent quality of healthcare delivery. Therefore, every medical setting that strives to better service quality should focus on the improvement of patient satisfaction. It is possible to say that the identification of essential organizational factors affecting patient experiences is an initial stage in the development of adequate individualized interventions aligned with recognized patient needs and efficient hospital resources management.
Within the disease management team, health providers’ scope of practice usually comprises many tasks, including assessment, diagnosis, prescription of drugs and procedures, patient monitoring, evaluation and refinement of treatment, and so on. However, it is possible to say that such non-clinical activity as patient communication plays a pivotal part in the development of quality perceptions in patients. The given assumption is supported by recent literature findings. Researchers suggest that perceptions of patient-nurse communication and patient-doctor communication, as well as hospital staff responsiveness, and practitioners’ ability to convey information on health risks and treatment, may contribute to either deterioration or improvement of healthcare quality. Based on this, in the given paper, we will review research evidence related to patient communication and its significance in quality improvement initiatives.
Annotated Bibliography
Borţun, D., & Matei, C. S. (2017). Aspects of communication in medical life. Doctor-patient communication: Differentiation and customization. Journal of Medicine & Life, 10(1), 60-65.
In the article, researchers reviewed important elements of communicational culture in hospitals and evaluated such variables as perception and thinking, language, personal temperamental traits, and so on. In order to identify the factors contributing to the success of patient-practitioner communication, Borţun and Matei review the relevant literature and theories, e.g., Karen Horney’s psychological typology of personalities which health providers should consider in interactions. The researchers reveal that every individual has different communication needs and prefers distinct communication methods. Borţun and Matei also outline difficult behaviors and suggest strategies on how to deal with them. The consideration of collocutor’s types is essential in efficient conflict management and maintenance of a positive climate within the setting. Thus, hospitals should strive to develop an awareness of these attributes of successful communication in personnel.
Chawla, N., Blanch-Hartigan, D., Virgo, K. S., Ekwueme, D. U., Xuesong, H., Forsythe, L., &… Yabroff, K. R. (2016). Quality of patient-provider communication among cancer survivors: Findings from a nationally representative sample. Journal of Oncology Practice, 12(12), e964-e973. doi:10.1200/JOP.2015.006999
By using data from the nationwide 2011 Medical Expenditure Panel Survey Experiences with Cancer, the researchers evaluated the quality of patient communication in the US Hospitals. The total sample comprised 1.202 adult cancer survivors. In the survey, they were asked to provide feedback on their communication experience with care providers during the treatment. It is found that only 24 percent of respondents perceived communication with health practitioners as high-quality. In the case of survivorship, the patient-doctor discussions on follow-up care, treatment effects, lifestyle recommendations, and so on are part of the holistic care and may significantly contribute to the improvement of patient outcomes. Thus, the researchers emphasize the need for the enhancement of communication with patients.
Imofe, M. P., & Albu, S. (2016). Quality management in dental care: Patients’ perspectives on communication. A qualitative study. Clujul Medical, 89(2), 287-292. doi:10.15386/cjmed-532
The article aims to evaluate the significance of communication improvement initiatives in the context of quality management. Image and Albu analyze the aspects of doctor-patient communication focusing on the informational side of the phenomenon. To identify the primary constructs of patient satisfaction, the researchers interviewed 40 visitors of a Romanian dental hospital and revealed that high satisfaction is correlated with the discussion of treatment options, practitioners’ sensitivity to patients’ needs, and the overall trustful relationships. Moreover, Imofe and Albu state that doctors should always consider the level of patients’ literacy and should seek their feedback in order to identify the extent of their understanding of the provided information. Since patient satisfaction with service is closely linked to the manner of communication, practitioners should attempt to develop their skills.
Mole, T. B., Begum, H., Cooper-Moss, N., Wheelhouse, R., MacKeith, P., Sanders, T., & Wass, V. (2016). Limits of ‘patient-centredness’: Valuing contextually specific communication patterns. Medical Education, 50(3), 359-369. doi:10.1111/medu.12946
A patient-centered approach to treatment is now regarded as synonymous with high-quality treatment. However, due to the increasing social diversification, the performance of individualized communication is associated with multiple challenges and the necessity to develop multicultural competence, in particular. In the study, the researchers evaluated the UK, Indian, and Egyptian medical students’ understanding of what constitutes effective patient communication in various socio-cultural contexts. The findings make it evident that in different countries, professionals may tend to have distinct perceptions of the roles that family, gender, and emotional expression play in the communication process. Thus, health providers may have difficulties in communication with patients from diverse cultural backgrounds. The given research emphasizes the importance of multicultural competence in doctor-patient interactions and quality improvement.
Sari, M. I., Prabandari, Y. S., & Claramita, M. (2016). Physicians’ professionalism at primary care facilities from patients’ perspective: The importance of doctors’ communication skills. Journal of Family Medicine & Primary Care, 5(1), 56-60. doi:10.4103/2249-4863.184624
The aim of the research is to identify the attributes of doctors’ professionalism through the evaluation of patient perceptions. The qualitative methodology was employed. The researchers interviewed 18 patients in an Indonesian hospital and revealed that respect for others, competence, altruism, sense of duty, and honesty core to the professionalism of health providers. However, findings indicate the pivotal significance of practitioners’ communication skills as the interviewees mentioned the given attribute of professionalism most often. Based on this, Sari, Prabandari, and Claramita suggest care providers to pay attention to each communication stage, i.e., greeting, invitation, and discussion. The study results show that by developing communication skills, health practitioners can significantly contribute to the improvement of service quality.
Summary
According to Sari, Prabandari, and Claramita (2016), practitioner-patient communication is the major component of professionalism. It is possible to presume that the patterns of professional communication that can be characterized as sensitive, sincere, considerate, and emotionally valuable may thus suffice in meeting the patient’s psychological needs. Due to these qualities, efficient communication can be associated with greater potential to improve the overall patients’ perceptions of healthcare quality.
The articles provided in the annotated bibliography demonstrate that the enhancement of health practitioners’ communication styles can largely benefit hospitals as a whole. Moreover, potential benefits of improved doctor- or nurse-patient communication, e.g., avoidance of a depersonalized approach, as well as the development of multicultural competence, active listening skills, and ability to identify clients’ needs, can result in increased doctors’ empathy and higher self-efficacy perceptions. An important observation is made by Mole et al. (2016) who state that the sensitivity of hospital staff towards patients’ individualities and socio-cultural identities is an essential aspect of high-quality service. Efficient communication implies the consideration of intellectual, physiological, and other individual traits and, therefore, a well-developed communication culture in the hospital always facilitates the fulfillment of patients’ multicultural interests.
Efficient communication also implies the ability to meet various patients demands that arise during the process of treatment. Like the findings of the study by Imofe and Albu (2016) and Chawla et al. (2016) demonstrate, the informativeness of communication, i.e., the disclosure of relevant information pertaining to care plans, treatment options, and so on, is regarded by patients as an essential part of high-quality care.
Overall, it is possible to say that informative and sensitive communication contributes to quality improvement through the development of trust and perception of care providers’ accountability in patients. At the same time, effective communication may foster individuals’ adherence to their doctors’ recommendations. Hence, well-developed communication skills may be correlated with better treatment outcomes.