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How do lay people assess the quality of physicians’ communicative responses to patients’ emotional cues and concerns? An international multicentre study based on videotaped medical consultations.

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How do lay people assess the quality of physicians’ communicative responses to patients’ emotional cues and concerns? An international multicentre study based on videotaped medical consultations. / Mazzi, Maria Angela; Bensing, Jozien; Rimondini, Michela et al.

In: Patient Education and Counseling, Vol. 90, No. 3, 03.2013, p. 347-353.

Research output: Contribution to Journal/MagazineJournal articlepeer-review

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Mazzi MA, Bensing J, Rimondini M, Fletcher I, van Vliet L, Zimmermann C et al. How do lay people assess the quality of physicians’ communicative responses to patients’ emotional cues and concerns? An international multicentre study based on videotaped medical consultations. Patient Education and Counseling. 2013 Mar;90(3):347-353. Epub 2011 Jul 23. doi: 10.1016/j.pec.2011.06.010

Author

Mazzi, Maria Angela ; Bensing, Jozien ; Rimondini, Michela et al. / How do lay people assess the quality of physicians’ communicative responses to patients’ emotional cues and concerns? An international multicentre study based on videotaped medical consultations. In: Patient Education and Counseling. 2013 ; Vol. 90, No. 3. pp. 347-353.

Bibtex

@article{a95671bff56e450284bf3cf047a59c1c,
title = "How do lay people assess the quality of physicians{\textquoteright} communicative responses to patients{\textquoteright} emotional cues and concerns? An international multicentre study based on videotaped medical consultations.",
abstract = "Objectiveto establish which kind of physician communicative responses to patient cues and concerns are appreciated by lay people.MethodsA balanced sample (259 people) was recruited in public places to participate in a full day observation of four videotaped standardized medical consultations. In a two-step procedure participants gave their individual quality ratings of the whole consultations and then of a set of four fragments from each consultation. They contained a patient negative emotional expression and the subsequent physician response, according to the VR-CoDES.ResultsHigher quality ratings were given to physician responses which provided space to the patient to talk and to the explicit expressions of empathy. The explicit responses were favored above non-explicit responses. Participants{\textquoteright} global evaluation of the whole consultation affected their quality assessments of the fragments (halo-effect). In a multivariate model, lay people's background characteristics appeared to be relevant: to be female, of lower educational level and living in Belgium or Italy predicted higher ratings.ConclusionsProviding space to patients is appreciated by all participants, combined with the need for tailor made communication.Practice implicationsTo teach physicians listening skills and how to show empathy with distressed patients should be a core element in medical education.",
keywords = "GULiVer, Physicians{\textquoteright} communicative responses , Patient perspective , Emotional expressions , VR-CoDES",
author = "Mazzi, {Maria Angela} and Jozien Bensing and Michela Rimondini and Ian Fletcher and {van Vliet}, Liesbeth and Christa Zimmermann and Myriam Deveugele",
year = "2013",
month = mar,
doi = "10.1016/j.pec.2011.06.010",
language = "English",
volume = "90",
pages = "347--353",
journal = "Patient Education and Counseling",
issn = "0738-3991",
publisher = "Elsevier Ireland Ltd",
number = "3",

}

RIS

TY - JOUR

T1 - How do lay people assess the quality of physicians’ communicative responses to patients’ emotional cues and concerns? An international multicentre study based on videotaped medical consultations.

AU - Mazzi, Maria Angela

AU - Bensing, Jozien

AU - Rimondini, Michela

AU - Fletcher, Ian

AU - van Vliet, Liesbeth

AU - Zimmermann, Christa

AU - Deveugele, Myriam

PY - 2013/3

Y1 - 2013/3

N2 - Objectiveto establish which kind of physician communicative responses to patient cues and concerns are appreciated by lay people.MethodsA balanced sample (259 people) was recruited in public places to participate in a full day observation of four videotaped standardized medical consultations. In a two-step procedure participants gave their individual quality ratings of the whole consultations and then of a set of four fragments from each consultation. They contained a patient negative emotional expression and the subsequent physician response, according to the VR-CoDES.ResultsHigher quality ratings were given to physician responses which provided space to the patient to talk and to the explicit expressions of empathy. The explicit responses were favored above non-explicit responses. Participants’ global evaluation of the whole consultation affected their quality assessments of the fragments (halo-effect). In a multivariate model, lay people's background characteristics appeared to be relevant: to be female, of lower educational level and living in Belgium or Italy predicted higher ratings.ConclusionsProviding space to patients is appreciated by all participants, combined with the need for tailor made communication.Practice implicationsTo teach physicians listening skills and how to show empathy with distressed patients should be a core element in medical education.

AB - Objectiveto establish which kind of physician communicative responses to patient cues and concerns are appreciated by lay people.MethodsA balanced sample (259 people) was recruited in public places to participate in a full day observation of four videotaped standardized medical consultations. In a two-step procedure participants gave their individual quality ratings of the whole consultations and then of a set of four fragments from each consultation. They contained a patient negative emotional expression and the subsequent physician response, according to the VR-CoDES.ResultsHigher quality ratings were given to physician responses which provided space to the patient to talk and to the explicit expressions of empathy. The explicit responses were favored above non-explicit responses. Participants’ global evaluation of the whole consultation affected their quality assessments of the fragments (halo-effect). In a multivariate model, lay people's background characteristics appeared to be relevant: to be female, of lower educational level and living in Belgium or Italy predicted higher ratings.ConclusionsProviding space to patients is appreciated by all participants, combined with the need for tailor made communication.Practice implicationsTo teach physicians listening skills and how to show empathy with distressed patients should be a core element in medical education.

KW - GULiVer

KW - Physicians’ communicative responses

KW - Patient perspective

KW - Emotional expressions

KW - VR-CoDES

UR - http://www.scopus.com/inward/record.url?scp=84873477988&partnerID=8YFLogxK

U2 - 10.1016/j.pec.2011.06.010

DO - 10.1016/j.pec.2011.06.010

M3 - Journal article

AN - SCOPUS:84873477988

VL - 90

SP - 347

EP - 353

JO - Patient Education and Counseling

JF - Patient Education and Counseling

SN - 0738-3991

IS - 3

ER -