The effect of surgeon empathy and emotional intelligence on patient satisfaction
We investigated the associations of surgeons’ emotional intelligence and surgeons’ empathy with patient-surgeon relationships, patient perceptions of their health, and patient satisfaction before and after surgical procedures. We used multi-source approaches to survey 50 surgeons and their 549 outpa...
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| Veröffentlicht in: | Advances in health sciences education : theory and practice 2011-12, Vol.16 (5), p.591-600 |
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| container_title | Advances in health sciences education : theory and practice |
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| creator | Weng, Hui-Ching Steed, James F. Yu, Shang-Won Liu, Yi-Ten Hsu, Chia-Chang Yu, Tsan-Jung Chen, Wency |
| description | We investigated the associations of surgeons’ emotional intelligence and surgeons’ empathy with patient-surgeon relationships, patient perceptions of their health, and patient satisfaction before and after surgical procedures. We used multi-source approaches to survey 50 surgeons and their 549 outpatients during initial and follow-up visits. Surgeons’ emotional intelligence had a positive effect (r = .45;
p
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| doi_str_mv | 10.1007/s10459-011-9278-3 |
| format | Article |
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p
< .001) on patient-rated patient-surgeon relationships. Patient-surgeon relationships had a positive impact on patient satisfaction before surgery (r = .95;
p
< .001). Surgeon empathy did not have an effect on patient-surgeon relationships or patient satisfaction prior to surgery. But after surgery, surgeon empathy appeared to have a significantly positive and indirect effect on patient satisfaction through the mediating effect of patients’ self-reported health status (r = .21;
p
< .001). Our study showed that long-term patient satisfaction with their surgeons is affected less by emotional intelligence than by empathy. Furthermore, empathy indirectly affects patient satisfaction through its positive effect on health outcomes, which have a direct effect on patients’ satisfaction with their surgeons.</description><identifier>ISSN: 1382-4996</identifier><identifier>EISSN: 1573-1677</identifier><identifier>DOI: 10.1007/s10459-011-9278-3</identifier><identifier>PMID: 21287265</identifier><language>eng</language><publisher>Dordrecht: Springer Netherlands</publisher><subject>Adult ; Age Factors ; Aged ; Aged, 80 and over ; Attitude of Health Personnel ; Client Characteristics ; Education ; Emotional Intelligence ; Empathy ; Female ; Follow-Up Studies ; General Surgery ; Health Conditions ; Health Status ; Humans ; Interviews as Topic ; Male ; Medical Care Evaluation ; Medical Education ; Middle Aged ; Patient Satisfaction ; Patients ; Physician Patient Relationship ; Physician-Patient Relations ; Physicians ; Physicians - psychology ; Pretests Posttests ; Satisfaction ; Schematic Studies ; Socioeconomic Factors ; Surgeons ; Surgery ; Surveys and Questionnaires ; Treatment Outcome ; Young Adult</subject><ispartof>Advances in health sciences education : theory and practice, 2011-12, Vol.16 (5), p.591-600</ispartof><rights>Springer Science+Business Media B.V. 2011</rights><rights>Advances in Health Sciences Education is a copyright of Springer, (2011). All Rights Reserved.</rights><lds50>peer_reviewed</lds50><woscitedreferencessubscribed>false</woscitedreferencessubscribed><citedby>FETCH-LOGICAL-c392t-f180bc7217615c443ecfedfdb18906be1a8d95de8411c4379973acd32a9288b33</citedby><cites>FETCH-LOGICAL-c392t-f180bc7217615c443ecfedfdb18906be1a8d95de8411c4379973acd32a9288b33</cites></display><links><openurl>$$Topenurl_article</openurl><openurlfulltext>$$Topenurlfull_article</openurlfulltext><thumbnail>$$Tsyndetics_thumb_exl</thumbnail><linktopdf>$$Uhttps://link.springer.com/content/pdf/10.1007/s10459-011-9278-3$$EPDF$$P50$$Gspringer$$H</linktopdf><linktohtml>$$Uhttps://link.springer.com/10.1007/s10459-011-9278-3$$EHTML$$P50$$Gspringer$$H</linktohtml><link.rule.ids>314,776,780,27901,27902,41464,42533,51294</link.rule.ids><backlink>$$Uhttp://eric.ed.gov/ERICWebPortal/detail?accno=EJ948073$$DView record in ERIC$$Hfree_for_read</backlink><backlink>$$Uhttps://www.ncbi.nlm.nih.gov/pubmed/21287265$$D View this record in MEDLINE/PubMed$$Hfree_for_read</backlink></links><search><creatorcontrib>Weng, Hui-Ching</creatorcontrib><creatorcontrib>Steed, James F.</creatorcontrib><creatorcontrib>Yu, Shang-Won</creatorcontrib><creatorcontrib>Liu, Yi-Ten</creatorcontrib><creatorcontrib>Hsu, Chia-Chang</creatorcontrib><creatorcontrib>Yu, Tsan-Jung</creatorcontrib><creatorcontrib>Chen, Wency</creatorcontrib><title>The effect of surgeon empathy and emotional intelligence on patient satisfaction</title><title>Advances in health sciences education : theory and practice</title><addtitle>Adv in Health Sci Educ</addtitle><addtitle>Adv Health Sci Educ Theory Pract</addtitle><description>We investigated the associations of surgeons’ emotional intelligence and surgeons’ empathy with patient-surgeon relationships, patient perceptions of their health, and patient satisfaction before and after surgical procedures. We used multi-source approaches to survey 50 surgeons and their 549 outpatients during initial and follow-up visits. Surgeons’ emotional intelligence had a positive effect (r = .45;
p
< .001) on patient-rated patient-surgeon relationships. Patient-surgeon relationships had a positive impact on patient satisfaction before surgery (r = .95;
p
< .001). Surgeon empathy did not have an effect on patient-surgeon relationships or patient satisfaction prior to surgery. But after surgery, surgeon empathy appeared to have a significantly positive and indirect effect on patient satisfaction through the mediating effect of patients’ self-reported health status (r = .21;
p
< .001). Our study showed that long-term patient satisfaction with their surgeons is affected less by emotional intelligence than by empathy. Furthermore, empathy indirectly affects patient satisfaction through its positive effect on health outcomes, which have a direct effect on patients’ satisfaction with their surgeons.</description><subject>Adult</subject><subject>Age Factors</subject><subject>Aged</subject><subject>Aged, 80 and over</subject><subject>Attitude of Health Personnel</subject><subject>Client Characteristics</subject><subject>Education</subject><subject>Emotional Intelligence</subject><subject>Empathy</subject><subject>Female</subject><subject>Follow-Up Studies</subject><subject>General Surgery</subject><subject>Health Conditions</subject><subject>Health Status</subject><subject>Humans</subject><subject>Interviews as Topic</subject><subject>Male</subject><subject>Medical Care Evaluation</subject><subject>Medical Education</subject><subject>Middle Aged</subject><subject>Patient Satisfaction</subject><subject>Patients</subject><subject>Physician Patient Relationship</subject><subject>Physician-Patient Relations</subject><subject>Physicians</subject><subject>Physicians - psychology</subject><subject>Pretests Posttests</subject><subject>Satisfaction</subject><subject>Schematic Studies</subject><subject>Socioeconomic Factors</subject><subject>Surgeons</subject><subject>Surgery</subject><subject>Surveys and Questionnaires</subject><subject>Treatment Outcome</subject><subject>Young Adult</subject><issn>1382-4996</issn><issn>1573-1677</issn><fulltext>true</fulltext><rsrctype>article</rsrctype><creationdate>2011</creationdate><recordtype>article</recordtype><sourceid>EIF</sourceid><sourceid>BENPR</sourceid><recordid>eNp1kE1LxDAQhoMo7rr6AwSRggdP1UzSNslRFj9Z0IOeQ5pOdrvstmvSHvz3ptQPEDzNwPvMzDsvIadAr4BScR2AZrlKKUCqmJAp3yNTyAVPoRBiP_ZcsjRTqpiQoxDWlFIOUh6SCQMmBSvyKXl5XWGCzqHtktYlofdLbJsEtzvTrT4S01Sxb7u6bcwmqZsON5t6iY3FJFKRqbHpkhBrcMYO2DE5cGYT8OSrzsjb3e3r_CFdPN8_zm8WqeWKdakDSUsrGIgCcptlHK3DylUlSEWLEsHISuUVygzAZlwoJbixFWdGMSlLzmfkcty78-17j6HT2zrYaM802PZBKyogK-Lzkbz4Q67b3sd_gmYsV8CZKmikYKSsb0Pw6PTO11vjPzRQPaStx7R1TFsPaevBw_nX5r7cYvUz8R1vBM5GAH1tf-TbJ5VJKoZ5NsohSs0S_a-z_49-AiGHkyM</recordid><startdate>20111201</startdate><enddate>20111201</enddate><creator>Weng, Hui-Ching</creator><creator>Steed, James F.</creator><creator>Yu, Shang-Won</creator><creator>Liu, Yi-Ten</creator><creator>Hsu, Chia-Chang</creator><creator>Yu, Tsan-Jung</creator><creator>Chen, Wency</creator><general>Springer Netherlands</general><general>Springer</general><general>Springer Nature B.V</general><scope>7SW</scope><scope>BJH</scope><scope>BNH</scope><scope>BNI</scope><scope>BNJ</scope><scope>BNO</scope><scope>ERI</scope><scope>PET</scope><scope>REK</scope><scope>WWN</scope><scope>CGR</scope><scope>CUY</scope><scope>CVF</scope><scope>ECM</scope><scope>EIF</scope><scope>NPM</scope><scope>AAYXX</scope><scope>CITATION</scope><scope>0-V</scope><scope>3V.</scope><scope>7X7</scope><scope>7XB</scope><scope>88B</scope><scope>8FI</scope><scope>8FJ</scope><scope>8FK</scope><scope>ABUWG</scope><scope>AFKRA</scope><scope>ALSLI</scope><scope>AZQEC</scope><scope>BENPR</scope><scope>CCPQU</scope><scope>CJNVE</scope><scope>DWQXO</scope><scope>FYUFA</scope><scope>GHDGH</scope><scope>GNUQQ</scope><scope>K9.</scope><scope>M0P</scope><scope>M0S</scope><scope>PQEDU</scope><scope>PQEST</scope><scope>PQQKQ</scope><scope>PQUKI</scope><scope>Q9U</scope><scope>7X8</scope></search><sort><creationdate>20111201</creationdate><title>The effect of surgeon empathy and emotional intelligence on patient satisfaction</title><author>Weng, Hui-Ching ; Steed, James F. ; Yu, Shang-Won ; Liu, Yi-Ten ; Hsu, Chia-Chang ; Yu, Tsan-Jung ; Chen, Wency</author></sort><facets><frbrtype>5</frbrtype><frbrgroupid>cdi_FETCH-LOGICAL-c392t-f180bc7217615c443ecfedfdb18906be1a8d95de8411c4379973acd32a9288b33</frbrgroupid><rsrctype>articles</rsrctype><prefilter>articles</prefilter><language>eng</language><creationdate>2011</creationdate><topic>Adult</topic><topic>Age Factors</topic><topic>Aged</topic><topic>Aged, 80 and over</topic><topic>Attitude of Health Personnel</topic><topic>Client Characteristics</topic><topic>Education</topic><topic>Emotional Intelligence</topic><topic>Empathy</topic><topic>Female</topic><topic>Follow-Up Studies</topic><topic>General Surgery</topic><topic>Health Conditions</topic><topic>Health Status</topic><topic>Humans</topic><topic>Interviews as Topic</topic><topic>Male</topic><topic>Medical Care Evaluation</topic><topic>Medical Education</topic><topic>Middle Aged</topic><topic>Patient Satisfaction</topic><topic>Patients</topic><topic>Physician Patient Relationship</topic><topic>Physician-Patient Relations</topic><topic>Physicians</topic><topic>Physicians - psychology</topic><topic>Pretests Posttests</topic><topic>Satisfaction</topic><topic>Schematic Studies</topic><topic>Socioeconomic Factors</topic><topic>Surgeons</topic><topic>Surgery</topic><topic>Surveys and Questionnaires</topic><topic>Treatment Outcome</topic><topic>Young Adult</topic><toplevel>peer_reviewed</toplevel><toplevel>online_resources</toplevel><creatorcontrib>Weng, Hui-Ching</creatorcontrib><creatorcontrib>Steed, James F.</creatorcontrib><creatorcontrib>Yu, Shang-Won</creatorcontrib><creatorcontrib>Liu, Yi-Ten</creatorcontrib><creatorcontrib>Hsu, Chia-Chang</creatorcontrib><creatorcontrib>Yu, Tsan-Jung</creatorcontrib><creatorcontrib>Chen, Wency</creatorcontrib><collection>ERIC</collection><collection>ERIC (Ovid)</collection><collection>ERIC</collection><collection>ERIC</collection><collection>ERIC (Legacy Platform)</collection><collection>ERIC( SilverPlatter )</collection><collection>ERIC</collection><collection>ERIC PlusText (Legacy Platform)</collection><collection>Education Resources Information Center (ERIC)</collection><collection>ERIC</collection><collection>Medline</collection><collection>MEDLINE</collection><collection>MEDLINE (Ovid)</collection><collection>MEDLINE</collection><collection>MEDLINE</collection><collection>PubMed</collection><collection>CrossRef</collection><collection>ProQuest Social Sciences Premium Collection</collection><collection>ProQuest Central (Corporate)</collection><collection>Health & Medical Collection</collection><collection>ProQuest Central (purchase pre-March 2016)</collection><collection>Education Database (Alumni Edition)</collection><collection>Hospital Premium Collection</collection><collection>Hospital Premium Collection (Alumni Edition)</collection><collection>ProQuest Central (Alumni) (purchase pre-March 2016)</collection><collection>ProQuest Central (Alumni Edition)</collection><collection>ProQuest Central UK/Ireland</collection><collection>Social Science Premium Collection</collection><collection>ProQuest Central Essentials</collection><collection>ProQuest Central</collection><collection>ProQuest One Community College</collection><collection>Education Collection</collection><collection>ProQuest Central Korea</collection><collection>Health Research Premium Collection</collection><collection>Health Research Premium Collection (Alumni)</collection><collection>ProQuest Central Student</collection><collection>ProQuest Health & Medical Complete (Alumni)</collection><collection>Education Database</collection><collection>Health & Medical Collection (Alumni Edition)</collection><collection>ProQuest One Education</collection><collection>ProQuest One Academic Eastern Edition (DO NOT USE)</collection><collection>ProQuest One Academic</collection><collection>ProQuest One Academic UKI Edition</collection><collection>ProQuest Central Basic</collection><collection>MEDLINE - Academic</collection><jtitle>Advances in health sciences education : theory and practice</jtitle></facets><delivery><delcategory>Remote Search Resource</delcategory><fulltext>fulltext</fulltext></delivery><addata><au>Weng, Hui-Ching</au><au>Steed, James F.</au><au>Yu, Shang-Won</au><au>Liu, Yi-Ten</au><au>Hsu, Chia-Chang</au><au>Yu, Tsan-Jung</au><au>Chen, Wency</au><format>journal</format><genre>article</genre><ristype>JOUR</ristype><ericid>EJ948073</ericid><atitle>The effect of surgeon empathy and emotional intelligence on patient satisfaction</atitle><jtitle>Advances in health sciences education : theory and practice</jtitle><stitle>Adv in Health Sci Educ</stitle><addtitle>Adv Health Sci Educ Theory Pract</addtitle><date>2011-12-01</date><risdate>2011</risdate><volume>16</volume><issue>5</issue><spage>591</spage><epage>600</epage><pages>591-600</pages><issn>1382-4996</issn><eissn>1573-1677</eissn><abstract>We investigated the associations of surgeons’ emotional intelligence and surgeons’ empathy with patient-surgeon relationships, patient perceptions of their health, and patient satisfaction before and after surgical procedures. We used multi-source approaches to survey 50 surgeons and their 549 outpatients during initial and follow-up visits. Surgeons’ emotional intelligence had a positive effect (r = .45;
p
< .001) on patient-rated patient-surgeon relationships. Patient-surgeon relationships had a positive impact on patient satisfaction before surgery (r = .95;
p
< .001). Surgeon empathy did not have an effect on patient-surgeon relationships or patient satisfaction prior to surgery. But after surgery, surgeon empathy appeared to have a significantly positive and indirect effect on patient satisfaction through the mediating effect of patients’ self-reported health status (r = .21;
p
< .001). Our study showed that long-term patient satisfaction with their surgeons is affected less by emotional intelligence than by empathy. Furthermore, empathy indirectly affects patient satisfaction through its positive effect on health outcomes, which have a direct effect on patients’ satisfaction with their surgeons.</abstract><cop>Dordrecht</cop><pub>Springer Netherlands</pub><pmid>21287265</pmid><doi>10.1007/s10459-011-9278-3</doi><tpages>10</tpages></addata></record> |
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| identifier | ISSN: 1382-4996 |
| ispartof | Advances in health sciences education : theory and practice, 2011-12, Vol.16 (5), p.591-600 |
| issn | 1382-4996 1573-1677 |
| language | eng |
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| subjects | Adult Age Factors Aged Aged, 80 and over Attitude of Health Personnel Client Characteristics Education Emotional Intelligence Empathy Female Follow-Up Studies General Surgery Health Conditions Health Status Humans Interviews as Topic Male Medical Care Evaluation Medical Education Middle Aged Patient Satisfaction Patients Physician Patient Relationship Physician-Patient Relations Physicians Physicians - psychology Pretests Posttests Satisfaction Schematic Studies Socioeconomic Factors Surgeons Surgery Surveys and Questionnaires Treatment Outcome Young Adult |
| title | The effect of surgeon empathy and emotional intelligence on patient satisfaction |
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