Office of Cancer Survivorship, Division of Cancer Control and Population Sciences, National Cancer Institute, Bethesda, MD 20892, USA.
Patient Educ Couns. 2013 Oct;93(1):56-62. doi: 10.1016/j.pec.2013.04.010. Epub 2013 May 11.
Previous research has examined physicians' ability to respond to or identify the type of emotion cues. Yet in physician-patient interactions, identification and response are preceded by the ability to detect whether an emotion cue has occurred. This research assesses consequences of emotion detection errors for patient satisfaction.
Participants responding to an online survey read one of six randomly assigned descriptions of a physician-patient interaction varying on: whether the patient presented an emotion cue; whether the physician detected an emotion cue; and whether the physician correctly identified the cue. Participants then rated satisfaction with the physician.
Satisfaction was highest when the physician correctly detected the patient's emotion cue and lowest when the physician failed to detect the patient's emotion. Failing to detect the emotion cue had lower satisfaction than other emotion processing errors, including falsely detecting an emotion cue that was not there or incorrectly identifying the type of emotion.
Emotion cue detection has implications for patient satisfaction distinct from emotion identification.
Results suggest it may be better for physicians to incorrectly identify than miss an emotion. Training for healthcare providers should consider incorporating emotion detection.
先前的研究考察了医生对情绪线索做出反应或识别情绪类型的能力。然而，在医患互动中，识别和反应之前是能够检测是否出现了情绪线索。本研究评估了情绪检测错误对患者满意度的后果。
参与者通过在线调查回答问题，阅读了六个随机分配的医患互动描述之一，这些描述在以下方面有所不同：患者是否呈现情绪线索；医生是否检测到情绪线索；以及医生是否正确识别线索。然后，参与者对医生的满意度进行了评分。
当医生正确检测到患者的情绪线索时，满意度最高，而当医生未能检测到患者的情绪线索时，满意度最低。未能检测到情绪线索的满意度低于其他情绪处理错误，包括错误地检测到不存在的情绪线索或错误地识别情绪类型。
情绪线索检测对患者满意度的影响与情绪识别不同。
结果表明，医生错误识别情绪比错过情绪更糟糕。医疗保健提供者的培训应考虑纳入情绪检测。
