ERIC Number: ED334626
Record Type: RIE
Publication Date: 1991-May
Reference Count: N/A
Stories Patients Tell: The Role of Interpersonal Communication in Patients' Narratives on Memorable Health Care Encounters and Experiences.
Ruben, Brent D.
A content analysis examined the narratives of 3,868 patients at 6 health care institutions, who described critical incidents during hospitalization and ambulatory health care. Results indicated that from the patient perspective, assessments of quality have less to do with clinical and administrative quality, than with providers' communication competency, and what is termed "relationship" quality. Findings suggest that patients in a variety of health care settings place a high premium on personal treatment, interpersonal communication, and relationships in forming their assessments of a health care institution and its staff. These issues warrent further examination. (Seven tables are included; 26 references are attached.) (PRA)
Publication Type: Reports - Research; Speeches/Meeting Papers
Education Level: N/A
Authoring Institution: N/A
Identifiers: Communication Satisfaction; Health Communication
Note: Paper presented at the Annual Meeting of the International Communication Association (41st, Chicago, IL, May 23-27, 1991).