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Table 2 Participant satisfaction with verbal and nonverbal communication of the midwives and physicians during their labor and delivery (N = 1196, Erbil city, 2019)

From: Role of verbal and non-verbal communication of health care providers in general satisfaction with birth care: a cross-sectional study in government health settings of Erbil City, Iraq

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