Verbal communication | Not Satisfied | Don’t know | Satisfied | |||
---|---|---|---|---|---|---|
The provider… | No | % | No | % | No | % |
greeted the patient | 738 | 61.7 | 22 | 1.8 | 436 | 36.5 |
offered a seat to the patient | 461 | 38.5 | 25 | 2.1 | 710 | 59.4 |
introduced self to the patient | 795 | 66.5 | 38 | 3.2 | 363 | 30.4 |
used the patient’s name | 448 | 37.5 | 36 | 3 | 712 | 59.5 |
used open questions to encourage the patient to freely provide information about her concerns | 385 | 32.2 | 42 | 3.5 | 769 | 64.3 |
encouraged the patient to speak as long as she needed to convey what she considered important | 363 | 30.4 | 55 | 4.6 | 778 | 65.1 |
verbally confirmed that they would respond to the patient’s request | 342 | 28.6 | 92 | 7.7 | 762 | 63.7 |
carefully listened to the patient | 283 | 23.7 | 82 | 6.9 | 831 | 69.5 |
spoke in a calm and gentle manner | 269 | 22.5 | 68 | 5.7 | 859 | 71.8 |
used simple language that was easy to understand | 266 | 22.2 | 69 | 5.8 | 861 | 72 |
explained the examination and assessment | 547 | 45.7 | 94 | 7.9 | 555 | 46.4 |
explained patient’s health problems and diagnosis | 573 | 47.9 | 103 | 8.6 | 520 | 43.5 |
discussed treatment options and offered choices | 507 | 42.4 | 105 | 8.8 | 584 | 48.8 |
provided information tailored to the patient’s problems and concerns | 537 | 44.9 | 95 | 7.9 | 564 | 47.2 |
checked the patient’s understanding of information | 693 | 58 | 101 | 8.4 | 402 | 33.6 |
asked whether the patient had other issues or concerns she would like to discuss | 600 | 50.2 | 105 | 8.8 | 491 | 41.1 |
Nonverbal communication | ||||||
had a neat and tidy personal appearance | 304 | 25.4 | 168 | 14 | 724 | 60.5 |
made the patient feel welcome | 415 | 34.7 | 74 | 6.2 | 707 | 59.1 |
displayed patience when visiting with the patient | 320 | 26.8 | 82 | 6.9 | 794 | 66.4 |
maintained good eye contact with the patient | 323 | 27 | 95 | 7.9 | 778 | 65.1 |
used facial expressions to convey interest and attention | 312 | 26.1 | 97 | 8.1 | 787 | 65.8 |
used a caring and attentive body posture when approaching the patient | 300 | 25.1 | 87 | 7.3 | 809 | 67.6 |
used a professional tone of voice that also conveyed empathy and caring | 306 | 25.6 | 104 | 8.7 | 786 | 65.7 |
listened carefully and not interrupt the patient while speaking | 315 | 26.3 | 62 | 5.2 | 819 | 68.5 |
used nonverbal cues while listening to show attentiveness and empathy | 337 | 28.2 | 71 | 5.9 | 788 | 65.9 |
encouraged the patient to keep talking with posture and facial expressions | 333 | 27.8 | 68 | 5.7 | 795 | 66.5 |
maintain a patient’s privacy during the physical examination | 522 | 43.7 | 81 | 6.8 | 593 | 49.6 |
visit patients individually rather than grouping them together | 390 | 32.6 | 100 | 8.4 | 706 | 59 |