In the study,
112 new patients (mean age 51) at the Massachusetts General Hospital Department
of Orthopaedic Surgery rated personal interaction with their hand surgeon. In
addition, patients completed a health literacy test, provided sociodemographic
information, and answered questions about pain, upper extremity function and
depression.
Sixty-five percent of patient satisfaction was attributed to physician empathy,
according to the study. Satisfaction was not affected by wait time for an
appointment, wait time in the office, time with the surgeon, resident/fellow
involvement, whether or not patients were seeking a second opinion, health
literacy, or treatment choice.
While good technical skills are essential for hand and orthopaedic surgery,
“this study shows that physician empathy is the best opportunity to improve the
patient experience,” said orthopaedic surgeon and principal investigator David
Ring, MD, PhD..
“In prior studies, we’ve had trouble determining what specifically contributes
to patient satisfaction, so a finding that empathy explains 65 percent of the
variation in satisfaction is really powerful.”
Dr. Ring said surgeons and residents can be coached and practice more effective
empathetic communication strategies. It also helps for surgeons to
surround themselves with staff who are both naturally skilled and expertly
trained in effective communication and customer service. This is especially important
as health care reimbursement is increasingly tied to patient satisfaction and
patient reported outcomes.
“My patients and I have benefited greatly from my coaching and practice of more
effective communication strategies,” said Dr. Ring.
Image Credit: Healthcare Blog
