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Updated: Mar 23, 2026

Using Visual and Narrative Methods to Achieve Fair Process in Clinical Care
Published on: February 16, 2011
Doctor competencies, patient expectations and healthcare context: connecting communication to satisfaction and trust
Carlos Frederico Confort Campos1, Clarice Rosa Olivo2, Gabrielle Leite Silveira2
1Center for Development of Medical Education, Universidade de São Paulo, São Paulo, SP, Brazil; The Centre for Medical and Health Sciences Education, University of Auckland, Auckland, New Zealand.
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.
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