734 Study Of Meeting Patients' Expectations: Comparison Of Outcomes Of Doctor-Patient Communication As Perceived By Physicians And Patients

Author(s): 
E Zebiene 1, I Svab 2, M Dotsenko 3, J Kairys 1, M Miholiè 2, O Kuznetsova 3, S Radic 4
1 Vilnius University, Lithuania
2 University of Ljubljana, Slovenia
3 Saint-Petersburg State Medical Academy of I. Mechnikov, Russia
4 Belgrade, Serbia
Text: 
Design: Survey of patients coming to visit Primary health care physicians for health problems in three countries: Lithuania, Slovenia and Russia. Earlier studies revealed that opinion of patient concerning meeting his expectation for the consultation is a subjective evaluation, which sometimes differs significantly from opinion of external evaluators.
Method: Questionnaire for patients consisting of statements, patient before the consultation filled in describing patient’s expectations for the consultation. After the consultation patient filled in the same questionnaire about his expectations as have been met or not during the consultation, by his opinion. Physician also filled in the same questionnaire after the consultation. Opinions of physician and patient concerning the outcomes of their communication were compared. Analysis was made using statistical SPSS program. Factor analysis was performed for statistical grouping of the expectations, both for all patients participating in the study and for each country separately.
Results: 95,4% of patients expected the doctor to explain what their symptoms mean, after the consultation 78,2% of them reported their expectations as met. The same time 98,2% of physicians thought that they have fulfilled this patients’ wish. After the consultation 33,6% of patients answered negatively to the question whether the physician expressed the personal interest to their problems, or were not sure about that. 17,2% of physicians answered to the same question negatively, or were not sure about their performance in that case.
Conclusions:
Analysis of the survey data revealed that the general tendencies of expectations in all three countries are similar. Least expected were items for emotional support. Highest discrepancy between the opinion of physician and patient concerning the fulfilment of patient's expectations was for explanation items and emotional support from physician.
Literature: 
734
STUDY OF MEETING PATIENTS' EXPECTATIONS: COMPARISON OF OUTCOMES OF DOCTOR-PATIENT COMMUNICATION AS PERCEIVED BY PHYSICIANS AND PATIENTS