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A communication skills programme for increasing patients' satisfaction with general practice consultations.
B J Evans1, F D Kiellerup, R O Stanley
1Department of Psychiatry, Austin Hospital, Heidelberg, Australia.
The British Journal of Medical Psychology
|December 1, 1987
Summary
Improving doctor-patient communication significantly boosts patient satisfaction and reduces anxiety. Training general practitioners (GPs) in communication skills led to better consultation experiences and lower patient anxiety levels.
Area of Science:
- Medical Communication
- General Practice
- Patient Psychology
Background:
- Patients often report dissatisfaction with information clarity and perceived empathy from doctors.
- Inadequate communication during consultations can increase patient anxiety post-visit.
Purpose of the Study:
- To evaluate the impact of a communication skills program for general practitioners (GPs) on patient satisfaction and anxiety.
- To determine if enhanced communication training improves patient-reported outcomes in general practice.
Main Methods:
- A communication skills program was developed, targeting emotional and cognitive aspects of consultations.
- General Practitioners (GPs) received training in the new communication program.
- Patient satisfaction and state anxiety were measured via randomized interviews and the State-Trait Anxiety Inventory.
Main Results:
- Patients consulting with GPs trained in communication skills reported significantly higher satisfaction.
- Patients of trained GPs experienced reduced state anxiety immediately after consultations.
- Effective communication strategies positively influenced patient emotions and reduced anxiety.
Conclusions:
- Communication skills training for GPs is effective in enhancing patient satisfaction.
- Improved communication in general practice consultations leads to decreased patient anxiety.
- Targeted communication interventions can positively transform the patient experience.