What makes a physician an exemplary communicator with patients?

• Published in: Patient education and counseling Vol. 68; no. 2; pp. 153 - 160
• Main Authors: Laidlaw, Toni Suzuki, Kaufman, David M, Sargeant, Joan, MacLeod, Heather, Blake, Kim, Simpson, David
• Format: Journal Article
• Language: English
• Published: Ireland Elsevier Ireland Ltd 01.10.2007
• Subjects: Adolescent; Adolescent patients; Adult; Attitude of Health Personnel; Clinical Competence - standards; Communication; Communication skills; Empathy; Exemplary physician communicators; Family Planning Services - standards; Female; Health Knowledge, Attitudes, Practice; Humans; Intention; Internal Medicine; Judgment; Male; Non-judgement and self-reflection; Nova Scotia; Nursing; Physician's Role - psychology; Physician-Patient Relations; Physicians, Family - education; Physicians, Family - psychology; Physicians, Family - standards; Pilot Projects; Primary Health Care - standards; Qualitative Research; Self Efficacy; Sex Education - standards; Sexually Transmitted Diseases - diagnosis; Sexually Transmitted Diseases - therapy; Videotape Recording; Nova Scotia; Non-judgement and self-reflection; Empathy; Communication skills; Exemplary physician communicators; Adolescent patients
• ISSN: 0738-3991; 1873-5134
• DOI: 10.1016/j.pec.2007.05.017

Abstract Objective A pilot study was conducted to examine the characteristics, capacities (beliefs, values and intentions) and skills that distinguish exemplary communicators from less exemplary communicators in patient–physician encounters. Methods Forty physicians participated in a four-station videotaped OSCE focusing on a variety of adolescent sexual health issues and assessed using seven quantitative measures. Results determined the top 15%, and the bottom 15%. An interviewer reviewed and discussed two of the videotaped scenarios with physicians in both groups. Interviews were analyzed to determine differences between groups. Results Results consistently identified the top 15% (6) and bottom 15% (6) physicians. The t -tests showed statistically significant differences on all skills and capacity measures. “Notable” differences (25% or higher) were found on two quantitative instruments assessing skills. There were no notable differences in capacities. The qualitative inquiry confirmed notable differences in skills and identified capacities of empathy, non-judgement and self-reflection as restricted to the exemplary group. Conclusion Using quantitative and qualitative measures, it is possible to determine skills and capacities that distinguish exemplary communicators from less exemplary communicators. Practice implications In addition to effective skills, physician empathy, non-judgement and self-reflection appear to be necessary components for exemplary physician communication with adolescents.