Physician Communication Behaviors on Patient Satisfaction in Primary Care Medical Settings in Bangladesh.

ABSTRACT

OBJECTIVES: This study aims at exploring the effects of physicians' communication behaviors on patients' satisfaction in primary care medical consultations in Chattogram, Bangladesh. The study used a quantitative research approach designed with a cross-sectional survey. METHODS: Data were collected using post-consultation and facilitator administered questionnaire from the patients who visited the physician for medical consultation in different hospitals and clinics in Chattogram city. Seven hundred patients were included as the study participants. A hierarchical linear regression analysis was performed to examine the factors contributing to the outcome variables. RESULTS: A statistically significant difference (P < .001) appeared regarding patients' perception of adequate consultation, physicians' nonverbal behavior, inhibiting behavior and patients' participating behavior in private and public settings. However, R2 value shows that physicians' patient-centered behaviors appeared as the stronger predictors of patient satisfaction toward medical interviews, followed by socioeconomic variables of patients and physicians and patients' participation during the consultation. Presence of a third person with patients during consultation (ß = -.05, P = .040), physicians' private setting of consultation (ß = .16, P < .001), physicians' seniority (ß = .05, P = .042), patients' participating behavior during consultation (ß = .20, P < .001), physicians' nonverbal behavior (ß = .10, P < .001), physicians' inhibiting behavior (ß = -.39, P < .001), and physicians' facilitating behavior with patients (ß = .32, P < .001) were reported as the influencing factors of patients' satisfaction with medical consultation. CONCLUSION: This study suggests the profound impact of physicians' patient-centered communication behaviors on patient satisfaction in primary care settings, overshadowing even socioeconomic factors and patient participation.