Doctor competencies, patient expectations and healthcare context: connecting communication to satisfaction and trust

Abstract

Objective To investigate which factors mediate the association between doctors’ communication behaviours and patients’ satisfaction with care and trust placed in their doctors. Methods Qualitative descriptive study conducted in a tertiary teaching hospital in São Paulo, Brazil, with 60 patients enrolled in the preoperative risk assessment clinic. They underwent a semi-structured interview, which was analysed using a reflexive thematic analysis approach. Results Patients' satisfaction with care and trust placed in their doctors were analysed. The main themes identified as mediating factors were doctors' competencies, patients subjectiveness, and healthcare context. Conclusion Better understanding the mediators involved in the association between communication and patients’ satisfaction and trust allows the creation of specific educational actions targeted at doctors. Innovation We use a qualitative approach to identify mediating factors and shed light on how what happens in the “doctor’s office” can mediate the connection between communication, satisfaction and trust.