Analysis and effect evaluation of the intervention using GLTC doctor-patient communication program for inpatients / 中华医院管理杂志

ABSTRACT

Objective:To explore the value of a holistic communication program for inpatients developed based on the medical humanistic GLTC communication model, designed to improve patient satisfaction and medical quality, and effectively enhance doctors′ communication and clinical work capabilities.Methods:A GLTC Doctor-Inpatient Communication Program and an Inpatient Satisfaction Questionnaire for Doctor-patient Communication were customized.From August 2018 to February 2019, the communication program was used to train doctors from different departments of five tertiary public hospitals in Jiangsu province. The questionnaire was used to survey both doctors and their inpatients. 250 questionnaires were distributed each time, to compare the doctor-patient satisfaction before and after the training and influencing factors. Data so acquired were subject to descriptive analysis, t-tests and multiple linear regression analysis. Results:Since application of the program, patient satisfaction scoring was higher than that before in general( P<0.05), while the patient satisfaction for medical expenses and disease explanation communication related programs was low. The difference of both doctors and patients satisfaction scoring for doctor-patient communication was statistically significant( P<0.05). Oncologists presented a higher evaluation on the applicability of the program than those from other departments( P<0.05). Conclusions:Application of the GLTC doctor-patient communication program can effectively improve the satisfaction of inpatients. It is recommended that this communication program be integrated into the entire medical treatment of inpatients, and the implementation plan should be differentiated according to the differences of inpatients. It is necessary to strengthen the communication of medical expenses and explain medical knowledge to inpatients, while doctors′ mindset of consultation should be adapted, with the program constantly improved for higher clinical applicability.