Background: Modern day patient-centered care has shifted the physician/patient paradigm, from a paternalistic model, to one where the goal is to share management and decision making. Patient satisfaction now takes a high priority. Our qualitative study suggests that satisfaction relies heavily on non-verbal communication.
Methods: The study took place at White Memorial Medical Center (WMMC), a teaching hospital in Los Angeles, California. WMMC serves a Hispanic population, comprising 88% of its deliveries in 2014. Twelve focus groups were conducted, involving 42 obstetric patients. Following IRB protocol, participants recruited were provided with a gift card. A bilingual/bicultural PhD/RN conducted the focus groups. Sessions were audio recorded. Focus groups were transcribed verbatim and analyzed using constructivist grounded theory methods.
Results: Non-verbal communication influenced patient satisfaction. Elements of communications mentioned by our patients included facial expressions, tone of voice, body posture and touch.
Discussions: Our study was designed to identify factors influencing patient satisfaction. Limitations include those generally applicable to qualitative research. Literature suggests non-verbal communication has a role in establishing the patient-provider relationship. In our population it appears significant. We suggest improved resident education might facilitate improvement in this area. We propose an educational curriculum, based on an understanding of different theoretical models and their perspectives on patient agency, for the WMMC OBGYN program using our data.
Keywords: Assessment, Communication Skills, Community Health, Cultural Diversity/Cultural Competency, Curriculum Development/Evaluation, Professionalism, Teaching Skills, Underserved Communities
Topics: CREOG & APGO Annual Meeting, 2017, Resident, Faculty, Residency Director, Patient Care, Professionalism, Interpersonal & Communication Skills, GME, Assessment, Global Health,
Maria Raquel Kronen, MD, White Memorial Medical Center; Cinna Wohlmuth, MD; Mara Bryant, MBA; Teodocia Maria Hayes-Bautista, PhD