The Effect of Surgeon Empathy and Emotional Intelligence on Patient Satisfaction

Autor/inn/en	Weng, Hui-Ching; Steed, James F.; Yu, Shang-Won; Liu, Yi-Ten; Hsu, Chia-Chang; Yu, Tsan-Jung; Chen, Wency
Titel	The Effect of Surgeon Empathy and Emotional Intelligence on Patient Satisfaction
Quelle	In: Advances in Health Sciences Education, 16 (2011) 5, S.591-600 (10 Seiten)Infoseite zur Zeitschrift PDF als Volltext Verfügbarkeit
Sprache	englisch
Dokumenttyp	gedruckt; online; Zeitschriftenaufsatz
ISSN	1382-4996
DOI	10.1007/s10459-011-9278-3
Schlagwörter	Emotional Intelligence; Health Conditions; Surgery; Patients; Empathy; Satisfaction; Physicians; Physician Patient Relationship; Medical Care Evaluation; Pretests Posttests; Client Characteristics; Schematic Studies + Suchen Sie Ihr Suchwort? Emotionale Intelligenz; Chirurgie; Patient; Empathie; Zufriedenheit; Physician; Doctor; Arzt; Arzt-Patient-Beziehung; Schematheorie
Abstract	We investigated the associations of surgeons' emotional intelligence and surgeons' empathy with patient-surgeon relationships, patient perceptions of their health, and patient satisfaction before and after surgical procedures. We used multi-source approaches to survey 50 surgeons and their 549 outpatients during initial and follow-up visits. Surgeons' emotional intelligence had a positive effect (r = 0.45; p less than 0.001) on patient-rated patient-surgeon relationships. Patient-surgeon relationships had a positive impact on patient satisfaction before surgery (r = 0.95; p less than 0.001). Surgeon empathy did not have an effect on patient-surgeon relationships or patient satisfaction prior to surgery. But after surgery, surgeon empathy appeared to have a significantly positive and indirect effect on patient satisfaction through the mediating effect of patients' self-reported health status (r = 0.21; p less than 0.001). Our study showed that long-term patient satisfaction with their surgeons is affected less by emotional intelligence than by empathy. Furthermore, empathy indirectly affects patient satisfaction through its positive effect on health outcomes, which have a direct effect on patients' satisfaction with their surgeons. (Contains 3 tables and 1 figure.) (As Provided).
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Erfasst von	ERIC (Education Resources Information Center), Washington, DC
Update	2017/4/10