How do lay people assess the quality of physicians' communicative responses to patients' emotional cues and concerns? An international multicentre study based on videotaped medical consultations

PATIENT EDUCATION AND COUNSELING

卷:90

Article

Mazzi, Maria Angela¹  Bensing, Jozien²  Rimondini, Michela¹  Fletcher, Ian³  van Vliet, Liesbeth²  Zimmermann, Christa¹  Deveugele, Myriam⁴ 

[1] Univ Verona, Dept Publ Hlth & Community Med, I-37134 Verona, Italy

[2] Univ Utrecht, Netherlands Inst Hlth Serv Res, NIVEL, NL-3508 TC Utrecht, Netherlands

[3] Univ Liverpool, Div Clin Psychol, Liverpool L69 3BX, Merseyside, England

[4] Univ Ghent, Dept Gen Practice & Primary Hlth Care, B-9000 Ghent, Belgium

关键词: GULiVer;    Physicians' communicative responses;    Patient perspective;    Emotional expressions;    VR-CoDES;   

DOI  :  10.1016/j.pec.2011.06.010

来源: Elsevier

【 摘 要 】

Objective: to establish which kind of physician communicative responses to patient cues and concerns are appreciated by lay people. Methods: A balanced sample (259 people) was, recruited in public places to participate in a full day observation of four videotaped standardized medical consultations. In a two-step procedure participants gave their individual quality ratings of. the whole consultations and then of a set of four fragments from each consultation. They contained a patient negative emotional expression and the subsequent physician response, according to the VR-CoDES. Results: Higher quality ratings were given to physician responses which provided space to the patient to talk and to the explicit expressions of empathy. The explicit responses were favored above non-explicit responses. Participants' global evaluation of the whole consultation affected their quality assessments of the fragments (halo-effect). In a multivariate model, lay people's background characteristics appeared to be relevant: to be female, of lower educational level and living in Belgium or Italy predicted higher ratings. Conclusions: Providing space to patients is appreciated by all participants, combined with the need for tailor made communication. Practice implications: To teach physicians listening skills and how to show empathy with distressed patients should be a core element in medical education. (C) 2011 Elsevier Ireland Ltd. All rights reserved.

【 授权许可】

Free