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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.

Abstract：

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.

journal_name

Patient Educ Couns

journal_title

Patient education and counseling

authors

Mazzi MA,Bensing J,Rimondini M,Fletcher I,van Vliet L,Zimmermann C,Deveugele M

doi

10.1016/j.pec.2011.06.010

subject

Has Abstract

pub_date

2013-03-01 00:00:00

pages

347-53

issue

3

eissn

0738-3991

issn

1873-5134

pii

S0738-3991(11)00358-2

journal_volume

90

pub_type

杂志文章,多中心研究

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