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의사의 커뮤니케이션 스타일과 질, 의사-환자관계 유형에 따른 환자만족 요인
임지혜 ( Jee Hye Im ),이기효 ( Key Hyo Lee ),백수경 ( Soo Kyeong Paik ) 한국병원경영학회 2009 병원경영학회지 Vol.14 No.3
The main objective of this study is to investigate the influence of physician`s communication styles and quality, and physician-patient relationship on patient satisfaction for improving physician`s communication which is one of factors determining service quality in health care services, and providing the suggestion for building the positive physician-patient relationship. Data were collected from 341 inpatients in 13 general hospitals and university hospitals located in Busan Metropolitan City and Kyeongsang-do area using structured self-administered questionnaires. Major results of the empirical analysis are as follows; First, mutual-opened-cooperative physician-patient relationship, patient`s communication receptive attitude, patient-oriented physician`s communication style, and quality were significantly varied by respondents` characteristics such as age, consensual, job, and income. Second, empathy, patient`s communication receptive attitude, physician-patient relationship, and patient satisfaction were significantly varied by respondents` medical-related conditions. Third, there was a significant correlation between active communication receptive attitude of patient and mutual-opened-cooperative physician-patient relationship. Fourth, patient-oriented physician`s communication style and physician-patient relationship were found to have positive influence on total communication quality and effectiveness and empathy facet of communication quality both. Finally, patient-oriented physician`s communication style, empathy, active communication receptive attitude of patient, and mutual-opened-cooperative physician-patient relationship were found to have positive influence on patient satisfaction. This research findings suggest that putting emphasis on effective physician`s communication and enhancing positive physician-patient relationship are crucial for marketing activities and customer satisfaction management in health care settings.
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