民眾溝通特質與策略對醫師滿意與信任的影響

The Impact of Personal Communication Characteristics and Strategies for Dialogue on Patients' Satisfaction with and Trust in Physicians

洪小涵(Hsiao-Han Hung) ； 邱玉蟬(Yu-Chan Chiu)

《台灣公共衛生雜誌》 30卷6期 (2011/12) Pp. 582-593

https://doi.org/10.6288/TJPH2011-30-06-08

摘要

目標：網際網路逐漸成為提供病人醫療資訊的重要角色。本研究探討民眾的溝通特質、提問網路資訊策略與感知醫師回應等因素，對醫師滿意與信任的影響。方法：本研究使用網路問卷搜集資料，張貼連結於14個網站，13個個人部落格及寄送電子郵件，共回收231份有效問卷。結果：本研究發現（1）感受到醫師正向回應的人，對醫師比較滿意。（2）個人溝通特質隸屬傾向高（個人希望被所屬團體接納程度愈高者）、採取直接列出資料提問、感受到醫師正向回應的人，對醫師比較信任。結論：民眾溝通特質、提問策略與感知醫師回應，會影響民眾在與醫師討論網路資訊後，對醫師的滿意與信任。建議醫學教育訓練內容應教導醫師如何引導民眾說出資訊來源，提出問題，減少被動的民眾對醫師回應感到不滿意的可能性，促進良好的醫病關係。（台灣衛誌2011；30（6）：582－593）

關鍵字

網路 ； 溝通特質 ； 溝通策略 ； 滿意 ； 信任

並列摘要

Objectives: The Internet has become a major source of health information for the public. This study examined how people's personal communication characteristics, strategies for asking questions, and perceived physician responses influenced their satisfaction with and trust in physicians. Methods: This study used an online survey (N=231). The survey link was posted on 14 cancer support group sites, 13 personal blogs, and also sent out by e-mails. Results: The results showed that (1) People who .perceived more positive feedback from a physician were more likely to have higher satisfaction with physicians. (2) Subordinate communication characteristics and printed information were also associated with greater trust. Conclusions: People's communication characteristics, strategies, and perceived physician feedback had an impact on their satisfaction with and trust in physicians. This study suggests that medical education should improve the physician's ability to provide patients with an opportunity to participate in the discussion in the clinic so as to enhance the physician-patient relationship. (Taiwan J Public Health. 2011;30(6):582-593)

並列關鍵字

Internet ； communication characteristics ； communication strategy ； satisfaction ； trust

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