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Interpersonal Skills
4 detailed studies
Health Psychology
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Smiling a lot can make people
happy.
Zuckerman et al (1981) divided males and
females into three groups.
1.The first group saw a film of a pleasant scene.2.The second group were shown a film of a
neutral scene.
3.The third group were shown a nasty film.
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Within each group
1.a third were asked to suppress their facial
expressions,
2.a third were asked to exaggerate theirfacial expressions
3.and the other third were not asked to do
anything apart from watching the film.
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Results
The people who exaggerated their facial
expressions showed higher levels of arousal and
reported stronger positive or negative emotional
reactions, compared with the other two groups.
So making patients smile will make them feel
happier about themselves.
Learning to suppress facial expressions at times ofstress could reduce stress.
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Savage and Armstrong (1990)
Savage and Armstrong (1990) found that
patients were more satisfied with a
directed consultation rather than asharing consultation.
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Savage and Armstrong (1990)
Directed consultation statements made such as
you are suffering from, it is essential that
you take this medication, you should be better
in . days, come and see me in . days.
Sharing consultation what do you think that is
wrong?, Would you like a prescription?, Are
there any other problems?, When would youlike to come and see me again?
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Savage and Armstrong (1990)
359 randomly selected patients free to choose
their doctor. 200 results used.
2 questionnaires one immediately and one a
week later.
Results overall a high level of satisfaction, but
higher for directed group. Higher for
satisfaction with explanation of doctor and withown understanding of the problem. More likely
to report that they had been greatly helped.
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Mooney, K. M., 2001
Mooney, K. M., 2001, 'Predictors of
patient satisfaction in an outpatient
surgery clinic. Plastic SurgicalNursing, 21, 3, 162-4
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Aim
To investigate which elements of the
patient-practitioner relationship lead to
satisfied patients.
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Method
A survey.
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Participants
An opportunity sample of 345 patients (96
per cent of those asked to participate)
attending an out-patient plastic surgeryclinic.
Informed consent was obtained.
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Procedure
Following their visit to their doctor, the
participants were asked to complete the
Visit Specific Patient SatisfactionQuestionnaire (VSQ-9), a self-report, nine-
item questionnaire that has been tested
previously as a valid measure of patient-
practitioner relationships and can be
completed in about two minutes.
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Procedure
The participants were required to evaluate itemssuch as how long they waited to get anappointment, time spent waiting at the surgery
before the doctor was seen, the explanation givenabout any procedures undergone, the technicalskills (thoroughness, competence andcarefulness) of the practitioner and the
interpersonal skills (courtesy, sensitivity,friendliness etc.) of the practitioner on a 5-pointscale ranging from poor to excellent.
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Procedure
The responses from each participant were
then transferred linearly to a 0-100 scale,
with 100 corresponding to 'excellent' and 0corresponding to 'poor'. Responses to the
nine VSQ-9 items were then averaged to
create a VSQ-9 score for each participant.
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Results
60 per cent rated their overall level of satisfaction asexcellent and 30 per cent as very good. The quality ofinteraction with the practitioner received the highestindividual rating, while those concerned with thefacilities and access to services were rated lower. Theinterpersonal skills of the doctor were found tocontribute more to patient satisfaction than thetechnical skills of the doctor and were considered to
be a better predictor of patient satisfaction.
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Smucker, D. R., Konrad, T.
R., Curtis, P., Carey, T. S.,1998
, 'Practitioner self-confidence and
patient outcomes in acute back
pain',Archives of Family Medicine,
7, 223-8
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Aim
To investigate the extent to which
practitioners' levels of self-confidence act
as a predictor of outcome for patients withlower back pain.
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Method
A correlation, utilizing a questionnaire to
measure self-confidence and attitudes and
telephone interviews to measure patients'well-being.
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Participants
189 doctors and chiropractors, randomly
selected from licensing databases in North
Carolina, USA, who regularly treated
patients for lower back pain. Informed
consent was obtained.
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Procedure
The medical practitioners were sent a postalquestionnaire to complete. The questionnairecontained ten items such as, 'I lack the diagnostic
knowledge and tools to treat someone with lowerback pain', 'I know exactly what to do to treatsomeone with lower back pain' and 'I feel verycomfortable treating people with lower back pain',which assessed their self-confidence (the first four
items on the scale) and attitudes (the next four itemson the scale) in dealing with patients with lower
back pain.
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Procedure
The last two items dealt with knowledge of theprogression from acute to chronic low back painand patient satisfaction with treatment. The
practitioners had to use a 5-point Likert scale (1 =strongly agree, 5 = strongly disagree) to record theirlevel of agreement with each statement. The scoresfor the first four items were added together togenerate a self-confidence score for each
practitioner and those for the next four yielded anattitude score. The last two items were treatedindividually.
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Procedure
The medical practitioners were also asked to providecontact details of any patients who came to them fortreatment for lower back pain and had not yet receivedany treatment. Additionally, all the patients had to own a
telephone and be able to speak English. A total of 1633patients were recruited and informed consent wasobtained from them. The patients were telephonedimmediately after their initial visit to their practitioner,and again after two, four, eight, 12 and 24 weeks or untilthey had fully recovered from this episode of lower backpain.
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Procedure
The length of time until they had returned to a
level of functioning equal to that before the onset
of the lower back pain was recorded.
The practitioners' self-confidence scores were
then compared with the length of time taken by
the patients to return to the same level of
functioning as prior to the lower back pain.
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Results
179 (95 per cent) of the 189 practitioners sent thequestionnaire returned it, and of these 162 (86 percent - 107 doctors, 55 chiropractors) completed allten items.
A strong correlation was found between scores on thefirst four items (measuring self-confidence) and thenext four items (measuring attitudes) for both doctorsand chiropractors. The relationship between the item
dealing with patient satisfaction and the self-confidence score was higher for the chiropractorsthan the doctors.
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Results
Despite differences in levels of self-confidence and
attitudes among the health practitioners, there was no
significant relationship for either of these factors withthe length of time it took patients to recover
functionality. Thus it is not possible to use a
practitioner's level of self-confidence or attitude as an
indicator of the speed of recovery from lower backpain.
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End of detail