Gabay Gillie, Gere Attila, Zemel Glenn, Moskowitz Howard
Achva Academic College, Arugot 7980400, Israel.
Institute of Food Science and Technology, Department of Postharvest, Supply Chain, Commerce and Sensory Science, Hungarian University of Agriculture and Life Sciences, 1118 Budapest, Hungary.
J Pers Med. 2022 Sep 20;12(10):1542. doi: 10.3390/jpm12101542.
Communication of clinicians at the emergency department is a barrier to patient satisfaction due to lack of human connection, lack of control over the situation, low health literacy, deficient information, poor support at a time of uncertainty all affecting perceived quality of care. This explorative study tests drivers of patient satisfaction with communication of clinicians at the emergency department. The sample comprises 112 Americans from the New York greater area, who visited an emergency department in the past year. A conjoint-based experimental design was performed testing six messages in six categories. The categories encompass acknowledged aspects of communication with health providers enabling to compare among them when exploring communication at the ED by patient preferences. Respondents rated messages by the extent to which it drives their satisfaction with communication of clinicians at the emergency department. Based on the similarity of patients' response patterns to each message, three significantly distinct mindsets of patient preferences regarding communication exchanges with clinicians at the emergency department emerged. Different conduct and communication messages drive the satisfaction of members of each mindset with the communication of clinicians at the emergency department. The strong performing messages for one mindset are irrelevant for members of other mindsets. Clinicians may identify the patient-belonging to a mindset and communicate using mindset-tailored messages. This novel strategy may enable clinicians to implement patient-centered communication, by mindset, promoting patient satisfaction and enabling clinicians to better cope with patients in the chaotic emergency department environment.
由于缺乏人际联系、对情况缺乏掌控、健康素养低、信息不足、在不确定性时期支持不足等因素都会影响患者对医疗服务质量的感知，急诊科临床医生的沟通成为影响患者满意度的一个障碍。这项探索性研究测试了患者对急诊科临床医生沟通的满意度驱动因素。样本包括来自纽约大市区的112名美国人，他们在过去一年里去过急诊科。采用了基于联合分析的实验设计，测试了六个类别中的六条信息。这些类别涵盖了与医疗服务提供者沟通的公认方面，以便在通过患者偏好探索急诊科沟通时能够在它们之间进行比较。受访者根据每条信息促使他们对急诊科临床医生沟通的满意度的程度对信息进行评分。基于患者对每条信息的反应模式的相似性，出现了三种在急诊科与临床医生沟通交流方面患者偏好明显不同的思维模式。不同的行为和沟通信息驱动着每种思维模式的成员对急诊科临床医生沟通的满意度。对一种思维模式表现强烈的信息对其他思维模式的成员来说并不相关。临床医生可以识别患者所属的思维模式，并使用针对思维模式定制的信息进行沟通。这种新颖的策略可能使临床医生能够按思维模式实施以患者为中心的沟通，提高患者满意度，并使临床医生能够在混乱的急诊科环境中更好地应对患者。
