بررسي مهارتهاي ارتباطي دستياران تخصصي دندانپزشكي و تاثير آن بر رضايتمندي بيماران در دانشگاه علوم پزشكي مشهد (1383)

The effects of dental graduate studentsʹ communication skills on patientsʹ satisfaction in Mashhad University of Medical Sciences in 1383

Introduction: Effective communication between physician and patient has a positive effect on different aspects of medicine and increases patientʹs satisfaction. Nowadays, communicative skills training to medical professionals in order to foster knowledge, attitude and communicative skills is emphasized. Now, overfocusing on technical cares and its expansion leads to use of ineffective communication methods traditionally, therefore key problems and main patientʹs issues remain unclear. This study was done in order to assess and analyze dental graduate studentsʹ communicative skills and the related effect on patientsʹ satisfaction. Materials and Methods: 30 first year graduate students of dentistry and 30 patients of them were selected randomly. Film taking, interaction analysis system (JAS) and observation checklist were used for gathering data. A questionnaire was used for patientʹs satisfaction. Content validity was used for validity and Alfa test for reliability. Data were analysed by descriptive, analytical statistics using SPSS software. Results: According to results, 43% of students in all of the communication skills fields, 63% in the socio-emotional skills, 20% in diagnostic field and 27% in the consultation & education field were in a desired level. In all of the assessment fields, by increasing communication skills, the patientsʹ satisfaction increased. ANOVA test showed significant difference between mean of patientsʹ satisfaction by communication skills leveling the all of fields. ANOVA in all the fields and in every 3 fields showed significant difference between mean of patientsʹ satisfaction score (P<0.05). Correlation test also showed linear correlation between communication skills and satisfaction. Correlation coefficient for communication skills in all of the fields and socio-emotional field was 0.01 and in the other two fields of diagnosis and consultation was 0.05 and significant. The linear equation supported this correlation too. Conclusion: Communication skills are integral parts of physiciansʹ clinical skills. We can increase the patientsʹ satisfaction by proper use of verbal and nonverbal communication skills such as respect to patients, sympathy, using open-ended questions, active listening and using understandable vocabulary. These skills can also increase effectiveness of medical interview and treatment too. It is obvious that medical education administrators and instructors should plan training courses for fostering communication skills for medical students and staff.