Embed Size (px)
Citation preview
54
Chapter-II
REVIEW OF LITERATURE
The present chapter gives a detailed resume of researches related to the objectives
of the present study. Most of the researchers have focused on the doctor communication
practice and patients’ satisfaction while others have studied the role of communication in
satisfaction of people in organizational context.
Literature Review is based on search in various databases, including Springerlink,
PubMed, Scopus, Informaworld, PsychINFO, Science Direct, MDU digital library, and
Shaudhganga for article published in English. In addition, relevant studies were searched
through Google Search Engine using the keyword related to the study. The main focus
was on communication practice in patients’ satisfaction.
During the past several decades, the role of interpersonal communication in health
care contexts has been of great interest to medical practitioners and scholars. The
communicative exchange between doctor and patient is fundamental to health care
delivery for two reasons. First, although sophisticated technologies exist for diagnosis
and treatment, talk between provider and patient still represents the primary means by
which information is exchanged and understanding is achieved (Shuy 1976; Wasserman
and Inui 1983). Second, the affective component of the doctor-patient relationship (e.g.,
the doctor's display of concern and interest in the patient, and the patient's involvement in
the interaction) emerges communicatively through the manner in which doctors and
patients coordinate their verbal and nonverbal responses (DiMatteo 1979). Research has
demonstrated that informational and affective dimensions of doctor-patient interaction
influence an array of health care outcomes including patients' satisfaction, understanding,
compliance with prescribed regimens, and utilization of health care services (Ben-Sira
1980; Pendleton 1983).
In spite of its importance, the process of communicating in medical consultations
remains largely unexplicated. The purpose of this chapter is to (1) critique extant theory
55
and research on doctor-patient communication, (2) present a perspective, communication
accommodation theory, for examining doctor-patient interaction, (3) discuss
communicative processes and outcomes associated with doctor-patient encounters, and
(4) suggest avenues for future research.
Although making significant contributions to understanding the communicative
dynamics of medical interactions, previous research on doctor–patient interaction suffers
from several limitations.
REVIEW AND LITERATURE
Findings from the Physician-Patient Communication Literature.
Sr.
No.
Authors
name &
Year
Sample and
Methodology
Measurement Variables Findings
56
1 DiMatteo,
Taranta,
A.,
Howard, S.
Friedman
and Prince,
L. M.,
(1980)
71 physicians
(52 males and
19 females;
participated in
Both Studies.
The patient
sample
consisted of
more than 462
ambulatory and
inpatients.
Physicians'
nonverbal
communication
skills were
measured with the
Profile of
Nonverbal
Sensitivity (the
PONS test). Patient
satisfaction was
assessed through
ratings made by
patients
immediately after a
visit with their
physicians.
Nonverbal
communication skills of
physician and satisfaction
of patient
Patients expressed greater satisfaction
with physicians who were sensitive
sufficient to interpret body posture and
movement clue to emotion.
Physicians who were sensitive to this
channel of communication may have
been more adept at recognizing
dissatisfactions.
2 Buller, M.
K. and
A total 19
physicians in
Surveyed via
telephone.
Communication style of
physician and satisfaction
Affiliative communication styles
promote patient satisfaction, while
Sr.
No.
Authors
name &
Year
Sample and
Methodology
Measurement Variables Findings
57
Buller, D.
B., (1987).
both clinics.In
Clinic A 15
physicians:
internists-7,
family
Practitioners-2,
orthopedic
surgeons-3,
general
Surgeon-1,
dermatologist-1
and oral
surgeon-1. In
Clinic B 4
physicians
obstetrics-2,
and
gynecology-2.
Physician
communication
style was evaluated
through
customized, 36-
item version of
Norton's (1978)
Communicator
Style Measure.
Hecht's (1978) 16-
item Interpersonal
Communication
Satisfaction scale
of patient.
dominant reduce satisfaction.
Severity of illness and frequency of
visiting the physician are two important
mediators of these preferences.
Sr.
No.
Authors
name &
Year
Sample and
Methodology
Measurement Variables Findings
58
Total 219
Patients
completed the
telephone
survey.
3 Rubin, R.
B.,
Elizabeth
M. Perse,
E. M. And
Carole A.
Barbato, C.
A. (1988).
Study 1:
sample- 82
students.
Study 2:
sample- 504
students.
Interpersonal
Communication
Motives (ICM)
scale,
Communication
apprehension.
communication
satisfaction scale
Interpersonal
communication,
communication
apprehension,
communication
satisfaction
There were six prominent motives:
pleasure, affection, inclusion, escape,
relaxation, and control.
A very close relationship was there
between motives of pleasure, affection;
and relaxation and communication
satisfaction.
Communication satisfaction was best
predicted by low communication
apprehension, gender, and the pleasure,
affection, relaxation, and escape
communication motives.
Sr.
No.
Authors
name &
Year
Sample and
Methodology
Measurement Variables Findings
59
4 Bensing
J.M (1991)
A total of 273
video-recorded
doctor-patient
conversations
involving six
different
doctors.
Observational
study.
Video-recorded
doctor-patient
conversations, a
training was based
on Rogers's
theory, patient
satisfaction scale
Doctor-patient
communication in
general practice(affective
behavior and
instrumental behavior),
patients' satisfaction
Psychosocial problems were discussed
more often after training.
Some doctors show a greater amount of
affective behaviour than others.
The „affective behaviour' has
established itself as a necessary
condition to get the patient to talk about
his problems.
Empathic behaviour, consultation-time
and looking-time of all Doctors are
increased after training and speaking-
time ratio of patients are increased but
Doctors are decreased.
Attention, interest and calmness of
Doctors are also increased.
5 Hall J. A.,
Irish J T,
Roterd L,
Study 1 took 97
vediotaped
visits.
Videotape of
doctor-patient
encounters, Roter
Gender, Patient
Satisfaction,
communication practice.
Satisfaction was greater with older
physicians and among female patients.
Thus, male and female patients were
Sr.
No.
Authors
name &
Year
Sample and
Methodology
Measurement Variables Findings
60
Drph,
Ehrlich C
M, and
Millerl H,
(1994).
Study 2 took
524 audiotaped
visits.
Interaction Analysis
System.
Post visit
satisfaction
Questionnaire.
least satisfied with younger female
physicians.
Male patients were more satisfied when
they provided more psychosocial
information to the male physician and
when they were rated as sounding
friendlier.
Both studies show that the lowest
satisfaction was found on male patients
when their check up was done by the
younger female physicians.
6 Varona, F.
(1996).
The sample of
307 persons
working in
three different
organizations.
Questionnaires: the
C. W. Downs'
Communication
Audit
Questionnaire
(CAQ), the
Mowday, Porter, &
Organizational
communication
satisfaction and
organizational
commitment.
A positive association were found
between the communication
satisfaction and employees'
organizational commitment.
The satisfaction level of the school
teachers with the communication
practices was higher and a high level of
Sr.
No.
Authors
name &
Year
Sample and
Methodology
Measurement Variables Findings
61
Steers' (1979)
Organizational
Commitment
Questionnaire
(OCQ), and the
Organizational
Commitment
Instrument (OCI).
commitment was found in them for
their organization than the other two
organizations.
Supervisors‟ satisfaction level was
higher than the subordinates with
overall communication practices.
Employees with more tenure were
significantly more committed to their
organizations.
7 Iconomou,
G. and
Kalofonos,
H. (2001)
78-32 men and
46 women.
Structured
individual
interviews.
Informational
Needs
Scale, Hospital
Anxiety
and Depression
Scale, satisfaction
with
communication was
Informational needs,
Satisfaction with
communication,
Psychological distress
A considerable part of the caregivers
had raised requirements for
information, which has negative
relationship with satisfaction.
The Greek cancer caregivers are to be
provided with the actual information
related to the patient‟s condition and
this will be responsible for patient‟s
Sr.
No.
Authors
name &
Year
Sample and
Methodology
Measurement Variables Findings
62
measured with two
items on a 5-point
scale and
caregiver‟s priority
for cancer-specific
printed material
was assessed by a
single item 4-point
scale
satisfaction.
8 Auerbach,
S.M.,
Clore, J.N.,
Kiesler,
D.J., Orr,
T., Pegg,
P.O.,
Quick,
B.G., and
A sample of 54
diabetic patients
Assess glycosylated
hemoglobin level.
NEO Five Factor
Inventory, Health
locus of control,
Healthcare control,
perceived control,
satisfaction with
diabetes treatment.
Healthcare control,
health locus of control,
perceived control,
satisfaction and
personality.
Patients want behaviour to involve in
their own healthcare.
There was a positive relationship
between NEO Agreeableness score and
patients‟ diabetic control.
A self-reported wish of patient for
involvement in his or her healthcare
and the transactional fit of patient-
physician interpersonal behaviour play
Sr.
No.
Authors
name &
Year
Sample and
Methodology
Measurement Variables Findings
63
Wagner, C.
(2002).
a important role in getting better
diabetes outcomes.
9 Griffith C.
H., Wilson
J. F.,
Langer, S.
and Haist
S. A.
(2003).
59 Resident
doctors
participated.
Observational
study.
Trained
standardized
patents rate the
doctor‟s non-verbal
communication
behaviour in the
three encounters.
Non-verbal behaviour
communication skills of
doctor, standardized
patient satisfaction.
Non-verbal communication skills of
doctor were an independent predictor of
standardized patient satisfaction.
10 Ehlers L.N.
(2003).
A sample of
166 city
employees.
108 males and
58 females.
Job
Descriptive Index
(JDI; Smith,
Kendall & Hulin,
1969).
The Interpersonal
Communication
Satisfaction
Inventory
Communication
satisfaction and
Absenteeism
There is a significant positive
association between job satisfaction
and communication satisfaction with
co-workers, supervisors and upper
management.
Job satisfaction had no significant
relationship to performing the
mediating role between communication
satisfaction and absenteeism.
Sr.
No.
Authors
name &
Year
Sample and
Methodology
Measurement Variables Findings
64
developed by Hecht
(1978).
The survey
included five
questions related to
Absenteeism.
11 Clack, G.
B., Allen,
J., Cooper,
D., Head,
J.O.
(2004).
Sample of 313
Medical
Graduates.
Participants
were
administered by
post.
Myers-Briggs Type
Indicator
Specialty choice, job
satisfaction, personality.
The doctors might have advantage of
having the educational knowledge
about the concept of psychological type
differences and effect of these on
communication with their patients.
Training is essential to make the
potential difficulties resulting from
personality differences between
physicians and their patients may
improve the interaction outcomes.
Most doctors had a preference for
Introversion rather than Extraversion,
Intuitive Perception rather than Sensing
Sr.
No.
Authors
name &
Year
Sample and
Methodology
Measurement Variables Findings
65
Perception, Thinking Judgement rather
than Feeling Judgement and a
Judging orientation rather than a
Perceiving orientation.
12 Suchart, O.
& James,
A. C.
(2004).
Three-hundred
sixteen
participants
from the two
organizations.
A triangulation
approach.
Meyer and Allen‟s
Commitment Scale
and Down and
Hazen‟s
Communication
Satisfaction
Questionnaire.
Organizational change,
communication
satisfaction and
organizational
commitment.
Of all dimensions, satisfaction with
“personal achievement” serves as the
most important dimension justifying
the degree to which people were
satisfied with communication.
There is a positive relationship between
overall organizational commitment and
willingness to participate in planned
change in Thai organizations.
There was not a significant interaction
between communication satisfaction
and organizational commitment.
But communication satisfaction‟s one
subscale, personal achievement, was
Sr.
No.
Authors
name &
Year
Sample and
Methodology
Measurement Variables Findings
66
significantly correlated.
There was not a significant difference
in the type of company mean of
communication satisfaction.
13 Aarons D.
(2005)
Outpatients
interviewed:331
In-patients
interviewed:351
Doctors
interviewed:93
Nurses
interviewed:151
Non-clinical
staff (Admin,
clerical, porter
staff)
interviewed:82
TOTAL:1008
Quantitative and
qualitative
methodologies and
a combination of
both openended
and closed ended
questions.
Doctor-patient
communication and
patient satisfaction
The most frequent criticism of doctors'
attitude was lack of empathy and
respect with (71%) of 549 respondents
proffering this suggestion.
The factors affecting the physician
communication are: doctors' choice of
words, training in communication,
information-seeking,
The factors affecting the patient‟s
communication are: education,
cooperation, personality and interest in
health care.
Sr.
No.
Authors
name &
Year
Sample and
Methodology
Measurement Variables Findings
67
14 Epstein, R.
M., Frank,
P., Fiscella
K, Shields
C.G.,
Meldrum
S.C.,
Kravitz
R.L.,
Duberstein
P.R.
(2005).
Combining
qualitative and
quantitative
methods.
surveys of
5000 patients
and
100 physicians
Euro-
communication
scale
(Mead & Bower,
2000),
Measurement of
patient-centered
communication
(Brown,
Stewart, & Ryan,
2001),
Roter interaction
analysis
system patient
centeredness
subscale (Ford,
Patient-centered
communication,
Patient‟s factors
influencing patient-
centered communication.
Doctor‟s factors
influencing patient-
centered communication.
Theories of PCC show that outcomes
get enhanced because of many
mediators, such as enhanced adherence,
patient self-efficacy and faith.
Factors influencing patient-centered
communication are Personality, Risk
aversion, Autonomy, supportiveness,
Knowledge of patient-as-person,
Patient-centered orientation.
Factors influencing patient-centered
communication are Severity of illness,
Personality, Assertiveness, Prior illness
experiences, Culture, Values, Family,
Socio-economic status, Emotional
distress,
Expectations.
Sr.
No.
Authors
name &
Year
Sample and
Methodology
Measurement Variables Findings
68
Fallowfield, &
Lewis, 1996)
15 Akkirman
A. D. and
Harris D.
L. (2005).
Sixty-eight
workers
complete the
survey.
Down and Hazen‟s
Communication
Satisfaction
Questionnaire
Communication
satisfaction, virtual
workplace and traditional
workplace.
The satisfaction level of virtual office
workers with organization
communication was comparatively
more than the traditional office
workers.
16 Chapman
B.P.,
Duberstein
P.R.,
Sorensen
S., and
Lyness
J.M.
(2006)
The current
cross-sectional
design
A sample of
266 primary
care patients
having age
equal to or more
than 65.
NEO-Five Factor
Inventory,
Cumulative Illness
Rating Scale,
Hamilton
Depression Rating
Scale and General
Health Perceptions
Scale, SF-36.
Personality, perceived
health, Illness and
Depression.
Extraverted individuals predict positive
health; Extraversion possibly does not
inevitably provide a protecting role.
Poor self rated health is positively
associated with the level of
Neuroticism, and expecting poor health
could lessen the Extraversion.
Neuroticism has a relationship with
perceived health in multivariate models
controlling for medical illness burden
Sr.
No.
Authors
name &
Year
Sample and
Methodology
Measurement Variables Findings
69
and demographic variables.
17 Lakatoo N.
M. (2006)
This non-
experimental,
quantitative
study was
designed,
A sample of 40
persons from 4
different
physical therapy
sites.
A self-administered
questionnaire
survey,
patient-centered
communication
scale,
physical therapy
scale
Patient-centered
communication, physical
therapy, and
communication
satisfaction.
The patient-centered communication
style is used by physical therapist.
Communication behaviours, especially
clarity, empathy, listening, humor, and
immediacy was positively related with
older adults‟ satisfaction with
communication and with physical
therapy care.
A lower satisfaction level was there in
men in comparison to women with
physical therapy care.
The majority of older patients appeared
to be satisfied with the therapists‟
communication.
A positive correlation was there
between physical therapists‟ use of
Sr.
No.
Authors
name &
Year
Sample and
Methodology
Measurement Variables Findings
70
patient-centered communication and
older adults‟ satisfaction across all
domains of the patient-centered
communication scale.
18 Hendriks,
A. A. J.,
Smets, E.
M. A.,
Vrielink,
M. R., Van
Es, S. Q.
and De
Haes, J. C.
J. M.
(2006).
A sample of
237 recently
discharged
inpatients aged
18-84 years
The Satisfaction
with Hospital Care
Questionnaire and
the Five-Factor
Personality
Inventory.
Satisfaction and
personality.
Agreeableness played a significant role
in predicting the patient satisfaction in
about half of the scales. After
controlling for shared variance with age
and educational level, the unique
contribution of Agreeableness shrank to
a maximum of 3-5% explained
variance.
19 Fiscella K,
Franks P,
Srinivasan
100 community
physicians were
taken as sample.
Health Care
Climate
Questionnaire,
Physician‟s patient-
centered communication
Both scales, the standardized and real
patient correlations were modest.
The low correlation in physician
Sr.
No.
Authors
name &
Year
Sample and
Methodology
Measurement Variables Findings
71
M, Richard
L. Kravitz
R L, and
Ronald
Epstein R,
(2007).
Patient Perception
of Patient-
Centeredness
ranking gives suggestion to be cautious
in using only real patient ratings for
pay-for-performance.
Studies suggesting that relationship
between patient ratings and patient
report of health status and other
outcomes may be confounded by
patients perceptual styles4 (e.g.
negative patient influence may have
impact on both physician ratings and
patient‟s perceived health), recommend
the requirement for other ways of
evaluating physician communication.
Psychometric properties of the ratings
provided by the unannounced
standardized patients were better than
the real patients' ratings.
Sr.
No.
Authors
name &
Year
Sample and
Methodology
Measurement Variables Findings
72
20 Meit, S S,
Borges N J,
Early L A.
(2007).
A sample of
1021 females
and 1156 males
medical
students.
Sixteen Personality
Factor
Questionnaire 5th
Editions.
Personality and Gender
of Medical students.
Results showed that there is a
difference between personality traits of
medical students and the general
population.
Results showed that personality
differences are there between medical
school students and the general
population on 9 of 16 factors for men
and 11 of 16 factors for women.
Female medical students are found
more warm and outgoing (Warmth),
more dutiful (Rule-Consciousness),
more sensitive (Sensitivity), more self-
doubting and worried (Apprehension),
more organized and self-disciplined
(Perfectionism), and more tense and
driven (Tension) than their male
counterparts. On the other hand, male
Sr.
No.
Authors
name &
Year
Sample and
Methodology
Measurement Variables Findings
73
medical students seem more adaptive
and mature (Emotional Stability), more
forceful and assertive (Dominance),
more suspicious and skeptical
(Vigilance), more imaginative and idea-
oriented (Abstactedness), more private
and discreet (Privateness) than female
medical students.
21 Connor-
Smith J. K.
and
Flachsbart
C. (2007).
165 samples
and 33,094
participants.
Meta-Analysis. Personality and Coping. A person having features like problem-
solving and cognitive restructuring will
have high score in Extraversion and
Conscientiousness but low score in
Neuroticism.
A person having high score in
Neuroticism will have problematic
strategies but as was in case of
Extraversion, support seeking
behaviour will be present in that
Sr.
No.
Authors
name &
Year
Sample and
Methodology
Measurement Variables Findings
74
person.
The personality played a strong role in
predicting coping in stress sample,
young sample and dispositional sample
rather than situation-specific coping.
22 Chapman
B. P. et al.
(2008).
46 primary care
provide and 88
standardized
patient.
NEO-Personality
Inventory, Coders
scored each visit
using the measure
by three
components of
(PCC), 1. Illness
experience 2.
Psychosocial
context 3.
Discussions of
treatment.
Personality, Patient
Centred Communication
(PCC).
Physicians‟ high score in Openness is
positively associated with the
exploration of the patients‟ experience
of poor health.
A compliant physician explore the
patients‟ psychological and life
situations more but keep the less
involvement of the patient in treatment
talk.
Physicians with high scores in anxious
vulnerability were less likely to involve
the patients in treatment talk.
Sr.
No.
Authors
name &
Year
Sample and
Methodology
Measurement Variables Findings
75
23 Haskard K
B,
Williams S
L,
DiMatteo
M R and
Rosenthal
R, White
M K and
Goldstein
M G.
(2008).
A sample 156
physicians and
their 2,196
patients were
taken for this
study.
Communication
skills training
program, attitude
questionnaire,
audio-tape recorded
and post visit
satisfaction
questionnaire
Attitude,
communication,
satisfaction
There was improvement in patients‟
satisfaction with “overall care” due to
training provided to physicians.
The training provided to the physicians
is positively associated with their
information-giving and lifestyle health-
behaviour counselling. An increment
was there in the patients‟ ratings
regarding the quality of care and their
motivation towards suggesting the
physician.
24 Suter E.,
Arndt J.,
Arthur N.,
Parboo S.
J., Taylor
E., &
60 health care
providers
A semi-structured
interview guide
Collaborative practice,
Role understanding and
effective communication
Role understanding and effective
communication are the dominant
competencies for patient-centered
effective collaborative practice.
Education efforts needs to be focused
on improving doctors communication
Sr.
No.
Authors
name &
Year
Sample and
Methodology
Measurement Variables Findings
76
Deutschlan
der S.,
(2009)
skills and role understanding to get
better quality of patient care and better
provider outcomes.
25 Sanchez,
N., Sirgo
A., Leon
C.,
Hollenstein
M. F.,
Lacorte-Pi
T. M.,
Lopez C.
and
Salamero
M. (2009).
A sample of
168 cancer
patients.
Measure Patients‟
Preferences
(Content scale,
Support scale and
Facilitation scale),
Eysenck
Personality
Questionnaire-
Short Scale (EPQ-
RS). and The
hospital
anxiety and
depression scale
and Core Quality of
Life
Personality, Patients‟
Preferences for
communication, hospital
Anxiety, depression scale
and Quality of Life.
Patients having highest score in the
Content scale included young people,
women, who were getting diagnosed
for the first time, or those whose illness
was in an advance stage and those with
having high score in Extroversion.
Patients who were diagnosed first and
had high score in Extroversion got
highest score in the Support scale.
Women, who had high score in
Extroversion, got higher scores in
Facilitation scale than others.
Sr.
No.
Authors
name &
Year
Sample and
Methodology
Measurement Variables Findings
77
Questionnaire
26 Kattel S.
2010
Mixed method
research
Approach
(qualitative &
quantitative).
A sample of 7
doctors and 30
patients were
taken.
Questionnaire
survey :open-ended
and closed-ended
questions
non-participatory
observation in
medical out patient
department and
inpatient medical
department
Doctor patient
communication is the
dependent variable and
the Individual patient, the
doctor and the health care
organization/ hospital are
independent variables.
Patients‟ overall attitude was positive
with the doctors‟ communication with
them.
Satisfaction level of more than half of
the patients was quiet high without any
complain regarding the care provided to
them.
Doctors used a paternalistic approach
and assumed that socio-demographic of
patients influenced communication.
Hospital‟s policies, guideline and
procedure were poor to support doctor
patient communication which
proscribed doctors to adapt a patient
centric approach.
Sr.
No.
Authors
name &
Year
Sample and
Methodology
Measurement Variables Findings
78
27 Moreno G.
and
Morales, L.
S. (2010)
Cross-sectional
cohort study, A
sample of 1,590
Spanish-
speaking Latino
adults
Doctor
communication (4
items) and office
staff helpfulness (2
items), and one
global item of
satisfaction were
prepared.
Doctor-patients
communication,
helpfulness, satisfaction
Patients using interpreters were more
happy with care in all three domains
considered [doctor communication,
office staff helpfulness, and satisfaction
with care] than patients without
interpreters.
28 Lerner B.
and Clark
J. (2011)
Alzheimer‟s
disease patients
are 262.
Roter Interactional
Analysis System
(RIAS)
Care provider
communication
flexibility and
patient outcomes
Greater provider communication
flexibility was not related with
improved outcomes, although lower
flexibility was related to greater
satisfaction with expectations.
Patient-centered communication
improved patient satisfaction and
subsequently patient behavior.
29 Peck B.M.
(2011)
A sample of
177 patients
Patient-centered
interaction style
Interaction style of
doctor, age and
Physician liked to use patient-centered
communication style with patients over
Sr.
No.
Authors
name &
Year
Sample and
Methodology
Measurement Variables Findings
79
assessment was
done on the basis of
doctor-patient
interactions,
audiotapes.
Patient Satisfaction
Questionnaire
satisfaction of patient 65.
Patient age was found as moderator to
the relationship between interaction
style and patient satisfaction: older
patients‟ satisfaction level was higher
than others with patient-centered
encounters.
30 Neo L. F.
(2011).
A review article A review article Two-way
communication,
biopsychosocial content
and nonverbal
communication, health
psychologist.
Closed-ended questioning
communication is one-way in which
doctor have an interaction with patient,
providing them clinical and technical
information and instructions regarding
their health.
Two-way communication is essential ,
as observed, it can enhance patients‟
assessment of their doctor.
It is found that when the
biopsychosocial contents are present in
Sr.
No.
Authors
name &
Year
Sample and
Methodology
Measurement Variables Findings
80
the interaction, patients feel high level
of satisfaction.
Research showed that as much as
possible level of sincerity, honesty and
interest will be shown by the patients
during interaction, doctors will devote
proportionally large amount of time to
the talk.
The nonverbal-communications is very
essential, as it is responsible for
patient‟s satisfaction.
Health psychologists can assist by
means of communication training to the
doctors.
31 Singh, S.,
Kaur, P.
and
Rochwani
A hospital
based cross
sectional study.
Patients (n-100)
Patients were
interviewed. A pre-
designed pre- tested
“Indoor Patient
Quality of Professional
service by Doctors,
Services available at
Admission, demographic
Patient‟s have good satisfaction level
regarding services available in
laboratories.
Patient‟s satisfaction levels were high
Sr.
No.
Authors
name &
Year
Sample and
Methodology
Measurement Variables Findings
81
R. (2013) Of different
wards.
Feedback Form”
was filled up
profile, availability of
basic amenities/services,
Quality of Laboratory
services and patient‟s
satisfaction with hospital
services
regarding quality of service by nursing
and paramedical staff.
Patient‟s satisfaction levels were high
regarding quality of professional
service by doctors.
Patient was satisfied regarding services
at the time of admission in hospital.
Patient was satisfied regarding the
availability of basic amenities and
services at the hospital.
32 Swasey
M.L.,
(2013)
30 web-logs, 15
should be
physician-
centered and 15
should be
patient-
centered.
The doctor and
patient web-logs
that were used for
this study were
found by
conducting a search
on Google that
included words
Physician-patient
communication. The
doctor and patient web-
logs.
The emerged themes were: empathy
and compassion, third-party
involvement, the role of medical
schools, the patient hand-off, patient
responsibility and physician honesty.
Web-logs reflected the need that both
doctors and patients were equally
responsible for the quality and quantity
Sr.
No.
Authors
name &
Year
Sample and
Methodology
Measurement Variables Findings
82
such as “physician
blogs” and “patient
blogs.”
of information exchanged through
interpersonal communication.
33 Mazzi,
M.A., et.
al. (2013)
A sample of
259 lay people
Four country‟s
videotaped
standardized
medical encounters
Doctor–patient
consultations
The videos regarded gynaecological
problems related with high emotional
distress, presented by simulated
patients.
Among the six areas, „task-oriented
expressions‟ were most extensively
discussed, followed by „affective
oriented/emotional expressions,
process-oriented expressions and non-
verbal communication.
34 Simon S.,
(2013).
The survey of
3,535 non-
institutionalized
U.S. adults was
administered
Commonwealth
Fund Health Care
Quality Survey. A
telephone survey of
adults measures
Self-rated health, doctor-
patient racial
Concordance, doctor-
patient communication,
and perceived
Analysis showed concordance as a
significant predictor of self-rated health
in the unadjusted model.
Doctor-patient racial concordance is
significantly related with an increased
Sr.
No.
Authors
name &
Year
Sample and
Methodology
Measurement Variables Findings
83
during the year
2006 and the
final analytic
sample for this
study consists
of 1591
respondents.
Survey
health care
utilization and
quality of care
among a racially
diverse sample of
physicians and
patients.
discrimination. likelihood of reporting good health.
Race is a significant predictor of self-
rated health, with blacks less likely to
report good health.
The results showed perceived
discrimination and patient-rated
communication to have no important
influence on self-rated health.
The income was not shown to be a
significant predictor of self-rated
health.
35 Molinuevo
B. and
Torrubia R.
(2013).
A sample of
1031 medical
students.
The Eysenck
Personality
Questionnaire,
Communications
Skills Attitudes
Scale and
Zuckerman-
Personality,
Communication skills
Attitude.
Personality traits such as psychoticism,
aggression-hostility, and extraversion
gave the proof that different attitude is
found in each medical student.
Higher psychoticism scores and lower
Extraversion scores on the EPQ show
that attitude of the concerned student is
Sr.
No.
Authors
name &
Year
Sample and
Methodology
Measurement Variables Findings
84
Kuhlman
Personality
Questionnaire, Self
Rating
Communication
Skills,
unenthusiastic regarding learning
communication skills.
Aggression-hostility show that
expectations of finding less positive
attitudes and more negative attitudes in
medical students towards learning
communication skills is quiet high.
Students having high scores in
psychoticism and aggression-hostility
consider themselves with brilliant
communication skills in comparison to
others.
Higher scores in Extraversion are
associated with students‟ higher self-
ratings of communication skills.
36 Engin E.
and Akgoz,
B. E.
163 employees
in two banks.
As a research
Communication
Satisfaction
Questionnaire,
Communication
satisfaction,
organizational
A significant association is there
between communication satisfaction
and organizational commitment.
Sr.
No.
Authors
name &
Year
Sample and
Methodology
Measurement Variables Findings
85
(2013). model, survey
model was
chosen.
Communication
satisfaction survey,
organizational
commitment scale.
commitment There is large impact of communication
satisfaction on normative commitment
and affective commitment in an
organization i.e. a positive association
is there between communication
satisfaction and organizational
commitments.
There is no positive association
between communication satisfaction
and continuance commitment.
37 Harris B.
(2014)
233 participants
non
experimental ex
post facto
designed study.
233 participants
Downs and Hazen‟s
Communication
Satisfaction
Questionnaire
Communication
satisfaction, generational
cohorts and job
categories
Findings indicated statistically
significant differences in generational
cohorts and job categories with
communication satisfaction in the
workplace.
Satisfaction with communications
exists in the workplace between
generational cohorts because of
Sr.
No.
Authors
name &
Year
Sample and
Methodology
Measurement Variables Findings
86
different life experiences.
There is a significant difference in the
general level of communication
satisfaction between managers and
subordinates.
38 Rezaei1R. ,
Mehrabani
G. (2014)
A sample of
183 patients and
80 physicians
Self administered
questionnaires and
observation
checklists with 16
close ended
questions.
Real, standardized
patients and physicians‟
communication skills.
The physician communication skill is
positively associated with the age of
patients.
Married patients considered good
quality of communication skill in the
physicians.
The female physicians had got better
communication skills than the male
physicians.
Real patients found the physician‟s
communication skills better than
standardized patients.
Highly educated male patients reported
Sr.
No.
Authors
name &
Year
Sample and
Methodology
Measurement Variables Findings
87
the communication skills as poor.
39 Singh, R N
&
Mohanty,
R P (2014).
A survey of
1594 employees
of Bharat
Sanchar Nigam
Limited
(BSNL), a
Government of
India Public
Sector
Undertaking
Organizational
commitment,
Communication
satisfaction.
Communication
satisfaction, Cultural
values, and
Organizational
commitment
Communication satisfaction (CS) is
positively related to Organizational
commitment (OC) and relationship is
moderated by employees‟ cultural
values at individual level.
The form of moderation reveals a
positive significant effect on
relationship between CS and normative
commitment (NC) for employees high
in individualism/collectivism (IC) and
positive significant effect on
relationship between CS and OC
(normative commitment) for employees
low in masculinity/femininity (MF) and
power distance.
There was no significant moderating
Sr.
No.
Authors
name &
Year
Sample and
Methodology
Measurement Variables Findings
88
effect has been found on relationship
between CS and OC (AC, CC, NC) for
employee with low or high uncertainty
avoidance.
40 Marquez R,
Zhao L,
Kuhlmann
K and
Riley K
(2015).
A sample of
100 students.
This study used
a survey
methodology
Three
questions from each
about humor,
Conflict
management,
Introversion and
criticalness scale,
partner‟s
communication
style questionnaire
and Relationship
Assessment Scale
developed by
Hendrick
Partner‟s communication
style, perceived
communication style and
relational satisfaction.
A slightly positive correlation between
perceived communication similarity
and relational satisfaction.
Perceived similarity in conflict
management style have a higher
correlation with relational satisfaction
in comparison to any of the other
communication elements.
Perceived similarity in criticalness
generated the least contribution toward
relational satisfaction.
Sr.
No.
Authors
name &
Year
Sample and
Methodology
Measurement Variables Findings
89
(Hendrick, 1988).
41 Sharma, P.
R. (2015).
A sample of
463 non-faculty
staff members.
A non
experimental
quantitative
design.
Satisfaction
Questionnaire
(CSQ) developed by
Downs and Hazen.
There are eight
statements in job
satisfaction
dimension which
were created on the
basis of Job
Descriptive Index
(Smith et al., 1969)
and the
SHRM Report
(2012).
Organizational
communication,
communication
satisfaction and job
satisfaction.
Significant differences were found in the
different dimensions of the CSQ. It
shows that communication satisfaction is
multi-faceted.
The role of gender and experience in
service in varying the satisfaction level of
staff member is not significant but
education level and job classification
played a significant contribution in
deciding the satisfaction.
There exists a strong positive association
between overall communication
satisfaction and job satisfaction scores
and both are significantly correlated.
90
Trends and Notable Gaps:
Above studies based on the investigated variables exhibit the followings trends
and notable gaps of research evidence. The review of the literature of all the above cited
variables show that the extensive sophisticated technologies exist for diagnosis and
treatment but the empirical work on the physician patient talk or communication is
conspicuously absent. Moreover the research work in relation to the internal
communication practice of physician and his personality is also quite meagre.
At the same time, what kind of bonding, length of consultation and professional
care and general satisfaction has been there on the part of patients by physician is also of
utmost importance. Taking this perspective in mind, the present study was conducted
with the following hypothesis on the basis of objective framed (In 1st chapter).
1. There would be positive relationship between effective communication practice
and Communication Satisfaction (General Satisfaction (GS), Professional Care
(PC), Depth of Relationship (DR), and Length of Consultation (LC)) of patients.
2. There would be positive relationship between communication practice,
agreeableness, extraversion, openness and conscientiousness of doctors and
communication satisfaction of patients.
3. There would be negative relationship between communication practice,
neuroticism and communication satisfaction.
4. Openness, extraversion, agreeableness and conscientiousness of doctors would
contribute positively in communication practice.
5. Effective communication practice, openness, extraversion, agreeableness and
conscientiousness would contribute positively in Communication Satisfaction
(General Satisfaction (GS), Professional Care (PC), Depth of Relationship (DR),
and Length of Consultation (LC)) of patients.
6. Neuroticism would be contributing negatively in Communication Satisfaction
(General Satisfaction (GS), Professional Care (PC), Depth of Relationship (DR),
and Length of Consultation (LC)) of patients.
