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Paper Information

Journal:   IRANIAN JOURNAL OF MEDICAL EDUCATION   APRIL 2012 , Volume 12 , Number 1 (39); Page(s) 77 To 89.
 
Paper: 

PATIENTS’ SATISFACTION FROM DOCTORS’ COMMUNICATION: A SURVEY IN GHODS CLINIC IN TEHRAN

 
 
Author(s):  NARENJIHA MAHSA, HAGHIGHAT SHAHPAR*, BAHADOR HAMIDOLLAH, SHAJARI JILA, HAJI MOLLA HOSEINI FATEMEH
 
* ICBC, ACECR, QUALITY OF LIFE RESEARCH GROUP, TEHRAN, IRAN
 
Abstract: 

Introduction: A pleasing communication and interaction between physician and patient can be effective in patients’ satisfaction, treatment outcome, medical charges, clinical services quality, and even claim against physicians. This study was performed to evaluate patients’ satisfaction with physicians’ manners with them in Ghods Clinic of Tehran in year 2010.
Methods: Totally 392 patients were surveyed in this descriptive cross-sectional study. Satisfaction among patients referred to Ghods Clinic (affiliated to Social Insurance Organization) of Tehran in year 2010 was measured considering several aspects including physicians’ behavior, physical examination and interview, communication and instruction to the patient, follow-up, responsibility to questions, and giving information. These data was gathered using Patient Satisfaction Questionnaire and the effect of variables such as gender, marital status, job, and academic level on satisfaction score was investigated. Data was analyzed using T test, ANOVA, and Pearson correlation coefficient.
Results: The highest satisfaction scores were obtained from physicians’ instruction (mean: 55.8±24.1) and answering to questions (mean: 49.2±6.58) and the lowest was from physical examination skills (mean: 31.25±22.76). Satisfaction mean score among patients with a higher level of education (p=0.002), was more than others. Also, patients who were government employee, compared to business people, had higher satisfaction scores (p=0.006).
Conclusion: It seems that the physicians should try more to satisfy people with lower educational levels and different social positions by spending more time and employing appropriate communication skills. Education and emphasis on improvement of these skills leads to promotion in health services.

 
Keyword(s): PHYSICIAN, PATIENT SATISFACTION, COMMUNICATION SKILLS
 
References: 
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  Persian Abstract Yearly Visit 88
 
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