Medical Interview Skills and Patient Satisfaction Levels in a Setting Utilizing Electronic Medical Records / General Medicine
General Medicine
;
: 17-23, 2010.
Article
in English
| WPRIM
| ID: wpr-374849
ABSTRACT
<b>BACKGROUND</b> Electronic medical records (EMRs) were first introduced in the 1960s, and in Japan they are starting to become popular. Recognizing the need to adapt to a new clinical setting with EMRs, we aimed to explore which interviewing skills were associated with patient satisfaction in this era of EMR use.<br><b>METHODS</b> A prospective observational study was conducted to evaluate interviewing skills among medical residents and to collate data on patients' satisfaction levels at an outpatient general medicine walk-in clinic at a teaching hospital in Japan. Five trained raters reviewed the video recordings of these interviews and assessed them based on a predetermined set of criteria for medical interview skills developed specifically for an outpatient EMR setting. The relationships between these assessment scores and patient satisfaction levels were analyzed.<br><b>RESULTS</b> Significant skills that were associated with higher scores of patient satisfaction included employed appropriate eye contact (P=0.021) ; and, invited patients directly without using a microphone (P=0.008). In addition, the degree of keyboard typing during interviews was not associated with patient satisfaction.<br><b>CONCLUSIONS</b> In an outpatient setting with EMR, using good non-verbal communication skills to build trustful relationships with patients is more likely to influence patient satisfaction levels. Even when physicians are typing on a keyboard, if they keep appropriate eye contact during medical interviews, patient satisfaction can be improved.
Full text:
Available
Index:
WPRIM (Western Pacific)
Type of study:
Observational study
/
Qualitative research
Language:
English
Journal:
General Medicine
Year:
2010
Type:
Article
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