Enhancing Patient Satisfaction through Effective Doctor-Patient Communication: A Mixed-Methods Study in Eastern India’s Secondary and Tertiary Care Hospitals

Pallabesh Pramanik, Rajib Saha, Aditya Prasad Sarkar

Abstract

Objective: Effective doctor-patient communication (DPC) is critical for patient satisfaction and improved health outcomes. Despite physicians often perceiving their communication as adequate, patient feedback highlights significant gaps, especially in complex socio-economic and cultural contexts. This study examines DPC and patient satisfaction in secondary and tertiary care hospitals in Bankura District, Eastern India.
Material and Methods: This observational, cross-sectional study used a mixed-methods approach over 18 months, assessing DPC and patient satisfaction among 212 inpatients in two hospitals. Data collection included reviews of medical records, patient questionnaires (DPC-15 and Patient Satisfaction Questionnaire Short Form (PSQ-18) scales), and qualitative interviews. Statistical analyses, including Mann-Whitney U, Kruskal-Wallis tests, and multivariate linear regression, explored associations between DPC and socio-demographic factors.
Results: Findings revealed lower DPC scores among patients from lower socio-economic backgrounds, marginalized castes, and urban areas. Higher satisfaction correlated with longer consultations and fewer prior incidents involving doctors. Regression analysis indicated that residence, socio-economic status, caste, consultation duration, and doctor experience with prior incidents explained 71.9% of DPC score variability. Qualitative data highlighted concerns about care quality, delays in diagnosis, and challenges related to inadequate infrastructure.
Conclusion: DPC quality in Bankura District is influenced by socio-economic and structural factors. Improvements in DPC require addressing systemic issues, such as consultation time and doctor-patient ratios, and fostering supportive environments to reduce physician burnout. Enhancing doctors’ awareness of patient-specific social and cultural factors could bridge communication gaps, fostering greater patient satisfaction and better healthcare outcomes.

 Keywords

doctor-patient communication; mixed-method study; patient satisfaction

 Full Text:

PDF

References

Tongue JR, Epps HR, Forese LL. Communication skills for patient-centered care. J Bone Joint Surg Am 2005;87:652-58.

Street RL. Information exchange in medical consultations. Soc Sci Med 1991;32:541-48.

Bertakis KD, Roter D, Putnam SM. The doctor-patient relationship and malpractice: lessons from plaintiff depositions. JAMA 1991;266:2319-25.

Williamson JM, Harrison MI, Blixt B. Patient-centered care in the medical home. J Health Serv Res Policy 1997;2:162-8.

World Health Organization. Violence against health workers. Geneva: WHO; 2005.

Korsch BM, Gozzi EK, Francis V. Gaps in doctor-patient communication. Pediatrics 1968;42:855-71.

Bertakis KD, Azari R, Callahan EJ, Robbins JA. The impact of patient-centered care on outcomes. J Fam Pract 1991;32: 441-8.

Singhal S, Shah RB, Bansal S, Dutta S. Doctor-patient communication practices: a cross-sectional survey on Indian physicians. J Family Med Prim Care 2024;13:5198-206.

Douglass K, Narayan L, Allen R, et al. Language diversity and challenges to communication in Indian emergency departments. Int J Emerg Med 2021;14:57.

Sustersic M, Gauchet A, Kernou A. A scale assessing doctorpatient communication in a context of acute conditions based on a systematic review. PLoS One 2018;13:e0192306.

Marshall GN, Hays RD. The Patient Satisfaction Questionnaire Short-form (PSQ-18). Santa Monica (CA): RAND; 1994.

SPSS Inc. SPSS for Windows, Version 16.0, Chicago: SPSS Inc., 2007.

Braun V, Clarke V. Using thematic analysis in psychology. Qual Res Psychol 2006;3:77-101.

Willems S, De Maesschalck S, Deveugele M, Derese A, De Maeseneer J. Socio-economic status of the patient and doctor-patient communication: does it make a difference? Patient Educ Couns 2005;56:139-46.

Verlinde E, De Laender N, De Maesschalck S, Deveugele M, Willems S. The social gradient in doctor-patient communication. Int J Equity Health 2012;11:12.

Siminoff LA, Graham GC, Gordon NH. Cancer communication patterns and the influence of patient characteristics: disparities in information-giving and affective behaviors. Patient Educ Couns 2006;62:355-60.

Hall JA, Roter DL, Katz NR. Meta-analysis of correlates of provider behavior in medical encounters. Med Care 1988;26: 657-75.

Martin E, Russell D, Goodwin S, Chapman R, North M, Sheridan P. Patients consult and what happens when they do. Br Med J 1991;303:289-92.

Sabherwal N, Mittal A, Pandey NK, Kaushal G, Kaustav P. A study of patient-physician communication and barriers in communication. Int J Res Foundation Hosp Healthc Adm 2015;3:71-8.

Mehra P. Influence of socio-demographic factors in doctorpatient communication in India. Int J Indian Cult Bus Manag 2014;8:387-412.

Valverde Bolívar FJ. Communication with patients and the duration of family medicine consultations. Aten Primaria 2018; 50:621-8.

Hemmer-Schanze C, Füeßl HS. Gesundheitsfaktor Zuhören. MMW Fortschr Med 2006;148:25-31.

Kaur A, Ahamed F, Sengupta P, Majhi J, Ghosh T. Pattern of workplace violence against doctors practising modern medicine and the subsequent impact on patient care, in India. PLoS One 2020;15:e0239193.

Rasool SF, Wang M, Zhang Y, Samma M. Sustainable work performance: the roles of workplace violence and occupational stress. Int J Environ Res Public Health 2020;17:912.

Voogt S, Pratt K, Rollet A. Patient communication: practical strategies for better interactions. Fam Pract Manag 2022; 29:12–6.

DOI: http://dx.doi.org/10.31584/jhsmr.20261367

Refbacks

  • There are currently no refbacks.
Creative Commons License
This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.