Role of the Medical Practitioners Emotional Intelligence on Patient Satisfaction

Abstract

Physician-patient communication skills linked to improved patient satisfaction. More emotionally intelligent persons might succeed at communicating in pleasing ways. Physicians communication skills are potentially valuable assets to improve quality of care. This study examined the relationship between physicians emotional intelligence (EI) and patient satisfaction. The sample comprised physicians of different specializations and their patients. EI was measured using Genos Emotional Intelligence Inventory. Patient satisfaction was assessed by Patient Satisfaction Questionnaire-III. The Karl Pearsons coefficient of correlation resulted positive and significant association between EI and patient satisfaction. Moreover, EI scores of a physician showed strong positive associations with communication sub-scales of patient satisfaction. Linear regression analysis showed EI is a significant predictor of patient satisfaction. ANOVA results depicted that physicians EI changes across age and experience and also patient satisfaction changes across gender, age, follow-up visit, education, and marital status. It has implications for physicians that improved EI abilities contribute to increased communication quality. Increased communication skills act as a better predictor of patients needs that ultimately contribute to satisfy the patient. Physicians EI abilities are strengthened through training programs on EI, which are necessarily effective in the workplace.

Keywords: Emotional Intelligence, Communication Quality, Interpersonal Aspect and Patient Satisfaction

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