Physicians' opening questions and patients' satisfaction

  • Robinson J
  • Heritage J
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Abstract

Objective: To determine the association between the format of physicians' opening questions that solicit patients' presenting concerns and patients' post-visit evaluations of (i.e., satisfaction with) the affective-relational dimension of physicians' communication. Methods: Videotape and questionnaire data were collected from visits between 28 primary-care physicians and 142 adult patients with acute problems. Factor analysis resulted in three dependent variables derived from the 9-item Socioemotional Behavior subscale of the Medical Interview Satisfaction Scale. Results: Question format was significantly, positively associated with patients' evaluations of physicians' listening (p = .028) and positive affective-relational communication (p = .046). Conclusion: Patients desire opportunities to present concerns in their own time and terms regardless of how extensively they act on this opportunity. Practice implications: Visits should be opened with general inquiries (e.g., What can I do for you today?) versus closed-ended requests for confirmation (e.g., Sore throat, huh?). © 2005 Elsevier Ireland Ltd. All rights reserved.

Author-supplied keywords

  • Conversation analysis
  • Physician-patient communication
  • Question
  • Relationship
  • Satisfaction

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Authors

  • Jeffrey D. Robinson

  • John Heritage

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