Una revisión temática de las expectativas de los pacientes frente a las conductas del médico
Publicado
may 7, 2020
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Arturo Marroquín
https://orcid.org/0000-0002-8091-6566
Carlos Gómez-Restrepo
Mónica Botero-Bermúdez
https://orcid.org/0000-0002-8091-6566
Carlos Gómez-Restrepo
Mónica Botero-Bermúdez
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Resumen
Introducción: Actualmente, la medicina enfatiza en una atención centrada en el paciente. No solo la naturaleza de la profesión demanda perpetuar estas intenciones, sino que, inmersos en un sistema de salud en crisis, la satisfacción del paciente como marcador de la calidad de la atención puede traducirse en mejores desenlaces en salud y por ende en ahorros enormes a largo plazo. Objetivo: En este orden de ideas nos propusimos realizar una revisión temática con búsqueda sistemática de la literatura sobre las expectativas del paciente frente al comportamiento del médico durante la atención. Métodos y materiales: Se realizó una búsqueda en las bases de datos Pubmed, Lilacs y Embase con términos específicos y libres. Resultados: Se filtraron 46 artículos para realizar la revisión según criterios de inclusión previamente establecidos. De acuerdo con la información, se crearon 4 dimensiones alrededor del constructo de las expectativas; Confianza, respeto (autonomía), empatía y comunicación. Se extrajo posteriormente la información tanto cuantitativa como cualitativa. Conclusiones: Aunque pareciera existir numerosas investigaciones al respecto, también existe divergencia. Aunque la mayoría de las veces, los individuos parecieran concordar frente a las dimensiones encontradas, s, diferentes grupos culturales y de diferentes características discrepan frente a las expectativas. Teniendo en cuenta esta heterogeneidad, investigación local es requerida para aproximarse a las expectativas de la población colombiana.
Keywords
Patient preference, Communication, Empathy, Trust, Physician-patients relationPrioridad del paciente, Comunicación, Empatía, Confianza, Relaciones Médico-Paciente
References
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2. Armstrong D. The patient’s view. Soc Sci Med. 1984;18(9):737–44.
3. M. L. The doctor-patient relationship: New psychological models. Bull Acad Natl Med [Internet]. 2011;195(7):1477–90. Available from: http://www.embase.com/search/results?subaction=viewrecord&from=export&id=L365032750
4. MacAllister L, Zimring C, Ryherd E. Environmental Variables That Influence Patient Satisfaction: A Review of the Literature. HERD. 2016 Oct;10(1):155–69.
5. Jeffrey D. Empathy, sympathy and compassion in healthcare: Is there a problem? Is there a difference? Does it matter? J R Soc Med. 2016 Dec;109(12):446–52.
6. Wisniewski JM, Diana ML, Yeager VA, Hotchkiss DR. Comparison of objective measures and patients’ perceptions of quality of services in government health facilities in the Democratic Republic of Congo. Int J Qual Heal care J Int Soc Qual Heal Care. 2018 Jul;30(6):472–9.
7. Hamelin ND, Nikolis A, Armano J, Harris PG, Brutus JP. Evaluation of factors influencing confidence and trust in the patient-physician relationship: A survey of patient in a hand clinic. Chir Main [Internet]. 2012 [cited 2019 Mar 10];31(2):83–90. Available from: www.sciencedirect.com
8. Tustin N. The role of patient satisfaction in online health information seeking. J Health Commun. 2010;15(1):3–17.
9. M. O, A. H, M. S, J. C, W. Ś. Patients’ Opinions about Polish Surgeons and Surgical Treatment. Pol Przegl Chir [Internet]. 2016;88(5):238–44. Available from: http://www.embase.com/search/results?subaction=viewrecord&from=export&id=L616201010
10. Bensing JM, Rimondini M, Fletcher I, van Vliet L, Van Bogaert M, Moretti F, et al. How to make the medical consultation more successful from a patient’s perspective? Tips for doctors and patients from lay people in the United Kingdom, Italy, Belgium and the Netherlands. Patient Educ Couns [Internet]. 2011 Sep [cited 2019 Mar 10];84(3):287–93. Available from: https://www-clinicalkey-es.ezproxy.javeriana.edu.co/service/content/pdf/watermarked/1-s2.0-S0738399111003569.pdf?locale=es_ES
11. Fuertes JN, Toporovsky A, Reyes M, Osborne JB. The physician-patient working alliance: Theory, research, and future possibilities. Patient Educ Couns. 2017 Apr;100(4):610–5.
12. Little P, White P, Kelly J, Everitt H, Gashi S, Bikker A, et al. Verbal and non-verbal behaviour and patient perception of communication in primary care: An observational study. Br J Gen Pract [Internet]. 2015 Jun 25;65(635):e357–65. Available from: http://bjgp.org/lookup/doi/10.3399/bjgp15X685249
13. Gómez G, Aillach E. Ways to improve the patient-physician relationship. Curr Opin Psychiatry. 2013;26(5):453–7.
14. Hermans L, Olde Hartman T, Dielissen PW. Differences between GP perception of delivered empathy and patient-perceived empathy: a cross-sectional study in primary care. Br J Gen Pract [Internet]. 2018;68(674):e621–6. Available from: http://www.ncbi.nlm.nih.gov/pubmed/30012809%0Ahttp://www.pubmedcentral.nih.gov/articlerender.fcgi?artid=PMC6104885
15. Miaoulis GJ, Gutman J, Snow MM. Closing the gap: the patient-physician disconnect. Health Mark Q. 2009;26(1):56–68.
16. van Dulmen S, van den Brink-Muinen A. Patients’ preferences and experiences in handling emotions: a study on communication sequences in primary care medical visits. Patient Educ Couns. 2004 Oct;55(1):149–52.
17. Derksen FAWM, Hartman TO, Bensing J, Lagro-Janssen A. Empathy in general practice-the gap between wishes and reality: Comparing the views of patients and physicians. Fam Pract [Internet]. 2018 [cited 2019 Feb 18];35(2):203–8. Available from: https://academic.oup.com/fampra/article-abstract/35/2/203/4101250
18. Bostan S, Acuner T, Yilmaz G. Patient (customer) expectations in hospitals. Health Policy. 2007 Jun;82(1):62–70.
19. Cubaka VK, Schriver M, Kayitare JB, Cotton P, Maindal HT, Nyirazinyoye L, et al. “He should feel your pain”: Patient insights on patient-provider communication in Rwanda. African J Prim Heal Care Fam Med [Internet]. 2018 [cited 2019 Feb 18];10(1). Available from: https://www.ncbi.nlm.nih.gov/pmc/articles/PMC5913761/pdf/PHCFM-10-1514.pdf
20. Daley AM, Polifroni EC, Sadler LS. “Treat Me Like a Normal Person!” A Meta-Ethnography of Adolescents’ Expectations of Their Health Care Providers. J Pediatr Nurs [Internet]. 2017;36:70–83. Available from: http://dx.doi.org/10.1016/j.pedn.2017.04.009
21. R. R, M. L, P.M. H, O. L-K, C.A. S, S. L, et al. Uncovering the blind spot of patient satisfaction: An international survey. BMJ Qual Saf [Internet]. 2011;20(11):959–65. Available from: http://www.embase.com/search/results?subaction=viewrecord&from=export&id=L51635250
22. Andrea P, Romero T. Metodología del análisis de costo-efectividad ( ACE ) en la práctica clínica Methodology of Cost-effectiveness Analysis in Clinic Practice. Rev Investig en Segur Soc y Salud. 2015;17(1).
23. Daley AM, Polifroni EC, Sadler LS, A.M. D, E.C. P, L.S. S. Este es “Treat Me Like a Normal Person!” A Meta-Ethnography of Adolescents’ Expectations of Their Health Care Providers. J Pediatr Nurs [Internet]. 2017 [cited 2019 Feb 26];36:70–83. Available from: http://www.embase.com/search/results?subaction=viewrecord&from=export&id=L622786575
24. Kim SS, Kaplowitz S, Johnston M V. The effects of physician empathy on patient satisfaction and compliance. Eval Health Prof. 2004 Sep;27(3):237–51.
25. van den Brink-Muinen a, Verhaak PFM, Bensing JM, Bahrs O, Deveugele M, Gask L, et al. Doctor–patient communication in different European health care systems: Patient Educ Couns [Internet]. 2000;39(1):115–27. Available from: http://www.ncbi.nlm.nih.gov/pubmed/11013553%5Cnhttp://linkinghub.elsevier.com/retrieve/pii/S0738399199000981
26. Davis RL, Wiggins MN, Mercado CC, O’Sullivan PS. Defining the core competency of professionalism based on the patient’s perception. Clin Experiment Ophthalmol. 2007;35(1):51–4.
27. Kim SS, Park BK. Patient-perceived communication styles of physicians in rehabilitation: the effect on patient satisfaction and compliance in Korea. Am J Phys Med Rehabil. 2008 Dec;87(12):998–1005.
28. Deledda G, Moretti F, Rimondini M, Zimmermann C. Este es How patients want their doctor to communicate. A literature review on primary care patients’ perspective. Patient Educ Couns [Internet]. 2013 [cited 2019 Mar 3];90(3):297–306. Available from: http://dx.doi.org/10.1016/j.pec.2012.05.005
29. Adams DR, Flores A, Coltri A, Meltzer DO, Arora VM. A Missed Opportunity to Improve Patient Satisfaction? Patient Perceptions of Inpatient Communication With Their Primary Care Physician este. Am J Med Qual. 2016;31(6):568–76.
30. Deledda G, Moretti F, Rimondini M, Zimmermann C. How patients want their doctor to communicate. A literature review on primary care patients’ perspective. Patient Educ Couns [Internet]. 2013;90(3):297–306. Available from: http://dx.doi.org/10.1016/j.pec.2012.05.005
31. Schattner A, Rudin D, Jellin N. Good physicians from the perspective of their patients. BMC Health Serv Res. 2004 Sep;4(1):26.
32. Mazzi MA, Bensing J, Rimondini M, Fletcher I, van Vliet L, Zimmermann C, et al. How do lay people assess the quality of physicians’ communicative responses to patients’ emotional cues and concerns? An international multicentre study based on videotaped medical consultations. Patient Educ Couns. 2013 Mar;90(3):347–53.
33. Wensing M, Jung HP, Mainz J, Olesen F, Grol R. A systematic review of the literature on patient priorities for general practice care. Part 1: Description of the research domain. Soc Sci Med [Internet]. 1998 Nov [cited 2019 Feb 13];47(10):1573–88. Available from: http://www.ncbi.nlm.nih.gov/pubmed/9823053
34. Quirk M, Mazor K, Haley H-L, Philbin M, Fischer M, Sullivan K, et al. How patients perceive a doctor’s caring attitude. Patient Educ Couns. 2008 Sep;72(3):359–66.
35. Shapiro J, Mosqueda L, Botros D. A caring partnership: expectations of ageing persons with disabilities for their primary care doctors. Fam Pract. 2003 Dec;20(6):635–41.
36. Arborelius E, Bremberg S. What does a human relationship with the doctor mean? Scand J Prim Health Care. 1992 Sep;10(3):163–9.
37. Smith JA, Braunack-Mayer AJ, Wittert GA, Warin MJ. Qualities men value when communicating with general practitioners: implications for primary care settings. Med J Aust. 2008 Dec;189(11–12):618–21.
38. ARING CD. Sympathy and empathy. J Am Med Assoc [Internet]. 1958 May;167(4):448–52. Available from: https://jamanetwork.com/journals/jama/article-abstract/323965
39. Kraft-Todd GT, Reinero DA, Kelley JM, Heberlein AS, Baer L, Riess H. Empathic nonverbal behavior increases ratings of both warmth and competence in a medical context. PLoS One. 2017;12(5):e0177758.
40. Poole AD, Sanson-Fisher RW. Understanding the patient: a neglected aspect of medical eduction. Soc Sci Med Med Psychol Med Sociol [Internet]. 1979 Jan;13A(1):37–43. Available from: https://www-sciencedirect-com.ezproxy.javeriana.edu.co/science/article/pii/0271712379900063
41. Bernardo MO, Cecílio-Fernandes D, Costa P, Quince TA, Costa MJ, Carvalho-Filho MA. Physicians’ self-assessed empathy levels do not correlate with patients’ assessments. PLoS One [Internet]. 2018 [cited 2019 Feb 26];13(5). Available from: https://doi.org/10.1371/journal.pone.0198488
42. Derksen F, Hartman TCO, Van Dijk A, Plouvier A, Bensing J, Lagro-Janssen A. Consequences of the presence and absence of empathy during consultations in primary care: A focus group study with patients. Patient Educ Couns [Internet]. 2017 [cited 2019 Feb 27];100:987–93. Available from: http://dx.doi.org/10.1016/j.pec.2016.12.003
43. Mercer SW, Reilly D, Watt GCM. The importance of empathy in the enablement of patients attending the Glasgow Homoeopathic Hospital. Br J Gen Pract. 2002 Nov;52(484):901–5.
44. Gesell SB, Wolosin RJ. Inpatients’ ratings of care in 5 common clinical conditions. Qual Manag Health Care. 2004;13(4):222–7.
45. Frowick B, Shank JC, Doherty WJ, Powell TA. What do patients really want? Redefining a behavioral science curriculum for family physicians. J Fam Pract. 1986 Aug;23(2):141–6.
46. Balkrishnan R, Dugan E, Camacho FT, Hall MA. Trust and Satisfaction With Physicians, Insurers, and the Medical Profession. Med Care [Internet]. 2003 Sep [cited 2019 Mar 7];41(9):1058–64. Available from: http://www.ncbi.nlm.nih.gov/pubmed/12972845
47. Paez KA, Allen JK, Beach MC, Carson KA, Cooper LA. Physician cultural competence and patient ratings of the patient-physician relationship. J Gen Intern Med. 2009 Apr;24(4):495–8.
48. Heller KS, Solomon MZ. Continuity of care and caring: what matters to parents of children with life-threatening conditions. J Pediatr Nurs. 2005 Oct;20(5):335–46.
49. Wiggins MN, Coker K, Hicks EK. Patient perceptions of professionalism: implications for residency education. Med Educ. 2009 Jan;43(1):28–33.
50. Breemhaar B, Visser AP, Kleijnen JG. Perceptions and behaviour among elderly hospital patients: description and explanation of age differences in satisfaction, knowledge, emotions and behaviour. Soc Sci Med. 1990;31(12):1377–85.
51. A. E. Patient satisfaction in Japan. Int J Health Care Qual Assur [Internet]. 2008;21(7):692–705. Available from: http://www.embase.com/search/results?subaction=viewrecord&from=export&id=L352568590
52. Street RLJ, Gordon H, Haidet P. Physicians’ communication and perceptions of patients: is it how they look, how they talk, or is it just the doctor? Soc Sci Med. 2007 Aug;65(3):586–98.
2. Armstrong D. The patient’s view. Soc Sci Med. 1984;18(9):737–44.
3. M. L. The doctor-patient relationship: New psychological models. Bull Acad Natl Med [Internet]. 2011;195(7):1477–90. Available from: http://www.embase.com/search/results?subaction=viewrecord&from=export&id=L365032750
4. MacAllister L, Zimring C, Ryherd E. Environmental Variables That Influence Patient Satisfaction: A Review of the Literature. HERD. 2016 Oct;10(1):155–69.
5. Jeffrey D. Empathy, sympathy and compassion in healthcare: Is there a problem? Is there a difference? Does it matter? J R Soc Med. 2016 Dec;109(12):446–52.
6. Wisniewski JM, Diana ML, Yeager VA, Hotchkiss DR. Comparison of objective measures and patients’ perceptions of quality of services in government health facilities in the Democratic Republic of Congo. Int J Qual Heal care J Int Soc Qual Heal Care. 2018 Jul;30(6):472–9.
7. Hamelin ND, Nikolis A, Armano J, Harris PG, Brutus JP. Evaluation of factors influencing confidence and trust in the patient-physician relationship: A survey of patient in a hand clinic. Chir Main [Internet]. 2012 [cited 2019 Mar 10];31(2):83–90. Available from: www.sciencedirect.com
8. Tustin N. The role of patient satisfaction in online health information seeking. J Health Commun. 2010;15(1):3–17.
9. M. O, A. H, M. S, J. C, W. Ś. Patients’ Opinions about Polish Surgeons and Surgical Treatment. Pol Przegl Chir [Internet]. 2016;88(5):238–44. Available from: http://www.embase.com/search/results?subaction=viewrecord&from=export&id=L616201010
10. Bensing JM, Rimondini M, Fletcher I, van Vliet L, Van Bogaert M, Moretti F, et al. How to make the medical consultation more successful from a patient’s perspective? Tips for doctors and patients from lay people in the United Kingdom, Italy, Belgium and the Netherlands. Patient Educ Couns [Internet]. 2011 Sep [cited 2019 Mar 10];84(3):287–93. Available from: https://www-clinicalkey-es.ezproxy.javeriana.edu.co/service/content/pdf/watermarked/1-s2.0-S0738399111003569.pdf?locale=es_ES
11. Fuertes JN, Toporovsky A, Reyes M, Osborne JB. The physician-patient working alliance: Theory, research, and future possibilities. Patient Educ Couns. 2017 Apr;100(4):610–5.
12. Little P, White P, Kelly J, Everitt H, Gashi S, Bikker A, et al. Verbal and non-verbal behaviour and patient perception of communication in primary care: An observational study. Br J Gen Pract [Internet]. 2015 Jun 25;65(635):e357–65. Available from: http://bjgp.org/lookup/doi/10.3399/bjgp15X685249
13. Gómez G, Aillach E. Ways to improve the patient-physician relationship. Curr Opin Psychiatry. 2013;26(5):453–7.
14. Hermans L, Olde Hartman T, Dielissen PW. Differences between GP perception of delivered empathy and patient-perceived empathy: a cross-sectional study in primary care. Br J Gen Pract [Internet]. 2018;68(674):e621–6. Available from: http://www.ncbi.nlm.nih.gov/pubmed/30012809%0Ahttp://www.pubmedcentral.nih.gov/articlerender.fcgi?artid=PMC6104885
15. Miaoulis GJ, Gutman J, Snow MM. Closing the gap: the patient-physician disconnect. Health Mark Q. 2009;26(1):56–68.
16. van Dulmen S, van den Brink-Muinen A. Patients’ preferences and experiences in handling emotions: a study on communication sequences in primary care medical visits. Patient Educ Couns. 2004 Oct;55(1):149–52.
17. Derksen FAWM, Hartman TO, Bensing J, Lagro-Janssen A. Empathy in general practice-the gap between wishes and reality: Comparing the views of patients and physicians. Fam Pract [Internet]. 2018 [cited 2019 Feb 18];35(2):203–8. Available from: https://academic.oup.com/fampra/article-abstract/35/2/203/4101250
18. Bostan S, Acuner T, Yilmaz G. Patient (customer) expectations in hospitals. Health Policy. 2007 Jun;82(1):62–70.
19. Cubaka VK, Schriver M, Kayitare JB, Cotton P, Maindal HT, Nyirazinyoye L, et al. “He should feel your pain”: Patient insights on patient-provider communication in Rwanda. African J Prim Heal Care Fam Med [Internet]. 2018 [cited 2019 Feb 18];10(1). Available from: https://www.ncbi.nlm.nih.gov/pmc/articles/PMC5913761/pdf/PHCFM-10-1514.pdf
20. Daley AM, Polifroni EC, Sadler LS. “Treat Me Like a Normal Person!” A Meta-Ethnography of Adolescents’ Expectations of Their Health Care Providers. J Pediatr Nurs [Internet]. 2017;36:70–83. Available from: http://dx.doi.org/10.1016/j.pedn.2017.04.009
21. R. R, M. L, P.M. H, O. L-K, C.A. S, S. L, et al. Uncovering the blind spot of patient satisfaction: An international survey. BMJ Qual Saf [Internet]. 2011;20(11):959–65. Available from: http://www.embase.com/search/results?subaction=viewrecord&from=export&id=L51635250
22. Andrea P, Romero T. Metodología del análisis de costo-efectividad ( ACE ) en la práctica clínica Methodology of Cost-effectiveness Analysis in Clinic Practice. Rev Investig en Segur Soc y Salud. 2015;17(1).
23. Daley AM, Polifroni EC, Sadler LS, A.M. D, E.C. P, L.S. S. Este es “Treat Me Like a Normal Person!” A Meta-Ethnography of Adolescents’ Expectations of Their Health Care Providers. J Pediatr Nurs [Internet]. 2017 [cited 2019 Feb 26];36:70–83. Available from: http://www.embase.com/search/results?subaction=viewrecord&from=export&id=L622786575
24. Kim SS, Kaplowitz S, Johnston M V. The effects of physician empathy on patient satisfaction and compliance. Eval Health Prof. 2004 Sep;27(3):237–51.
25. van den Brink-Muinen a, Verhaak PFM, Bensing JM, Bahrs O, Deveugele M, Gask L, et al. Doctor–patient communication in different European health care systems: Patient Educ Couns [Internet]. 2000;39(1):115–27. Available from: http://www.ncbi.nlm.nih.gov/pubmed/11013553%5Cnhttp://linkinghub.elsevier.com/retrieve/pii/S0738399199000981
26. Davis RL, Wiggins MN, Mercado CC, O’Sullivan PS. Defining the core competency of professionalism based on the patient’s perception. Clin Experiment Ophthalmol. 2007;35(1):51–4.
27. Kim SS, Park BK. Patient-perceived communication styles of physicians in rehabilitation: the effect on patient satisfaction and compliance in Korea. Am J Phys Med Rehabil. 2008 Dec;87(12):998–1005.
28. Deledda G, Moretti F, Rimondini M, Zimmermann C. Este es How patients want their doctor to communicate. A literature review on primary care patients’ perspective. Patient Educ Couns [Internet]. 2013 [cited 2019 Mar 3];90(3):297–306. Available from: http://dx.doi.org/10.1016/j.pec.2012.05.005
29. Adams DR, Flores A, Coltri A, Meltzer DO, Arora VM. A Missed Opportunity to Improve Patient Satisfaction? Patient Perceptions of Inpatient Communication With Their Primary Care Physician este. Am J Med Qual. 2016;31(6):568–76.
30. Deledda G, Moretti F, Rimondini M, Zimmermann C. How patients want their doctor to communicate. A literature review on primary care patients’ perspective. Patient Educ Couns [Internet]. 2013;90(3):297–306. Available from: http://dx.doi.org/10.1016/j.pec.2012.05.005
31. Schattner A, Rudin D, Jellin N. Good physicians from the perspective of their patients. BMC Health Serv Res. 2004 Sep;4(1):26.
32. Mazzi MA, Bensing J, Rimondini M, Fletcher I, van Vliet L, Zimmermann C, et al. How do lay people assess the quality of physicians’ communicative responses to patients’ emotional cues and concerns? An international multicentre study based on videotaped medical consultations. Patient Educ Couns. 2013 Mar;90(3):347–53.
33. Wensing M, Jung HP, Mainz J, Olesen F, Grol R. A systematic review of the literature on patient priorities for general practice care. Part 1: Description of the research domain. Soc Sci Med [Internet]. 1998 Nov [cited 2019 Feb 13];47(10):1573–88. Available from: http://www.ncbi.nlm.nih.gov/pubmed/9823053
34. Quirk M, Mazor K, Haley H-L, Philbin M, Fischer M, Sullivan K, et al. How patients perceive a doctor’s caring attitude. Patient Educ Couns. 2008 Sep;72(3):359–66.
35. Shapiro J, Mosqueda L, Botros D. A caring partnership: expectations of ageing persons with disabilities for their primary care doctors. Fam Pract. 2003 Dec;20(6):635–41.
36. Arborelius E, Bremberg S. What does a human relationship with the doctor mean? Scand J Prim Health Care. 1992 Sep;10(3):163–9.
37. Smith JA, Braunack-Mayer AJ, Wittert GA, Warin MJ. Qualities men value when communicating with general practitioners: implications for primary care settings. Med J Aust. 2008 Dec;189(11–12):618–21.
38. ARING CD. Sympathy and empathy. J Am Med Assoc [Internet]. 1958 May;167(4):448–52. Available from: https://jamanetwork.com/journals/jama/article-abstract/323965
39. Kraft-Todd GT, Reinero DA, Kelley JM, Heberlein AS, Baer L, Riess H. Empathic nonverbal behavior increases ratings of both warmth and competence in a medical context. PLoS One. 2017;12(5):e0177758.
40. Poole AD, Sanson-Fisher RW. Understanding the patient: a neglected aspect of medical eduction. Soc Sci Med Med Psychol Med Sociol [Internet]. 1979 Jan;13A(1):37–43. Available from: https://www-sciencedirect-com.ezproxy.javeriana.edu.co/science/article/pii/0271712379900063
41. Bernardo MO, Cecílio-Fernandes D, Costa P, Quince TA, Costa MJ, Carvalho-Filho MA. Physicians’ self-assessed empathy levels do not correlate with patients’ assessments. PLoS One [Internet]. 2018 [cited 2019 Feb 26];13(5). Available from: https://doi.org/10.1371/journal.pone.0198488
42. Derksen F, Hartman TCO, Van Dijk A, Plouvier A, Bensing J, Lagro-Janssen A. Consequences of the presence and absence of empathy during consultations in primary care: A focus group study with patients. Patient Educ Couns [Internet]. 2017 [cited 2019 Feb 27];100:987–93. Available from: http://dx.doi.org/10.1016/j.pec.2016.12.003
43. Mercer SW, Reilly D, Watt GCM. The importance of empathy in the enablement of patients attending the Glasgow Homoeopathic Hospital. Br J Gen Pract. 2002 Nov;52(484):901–5.
44. Gesell SB, Wolosin RJ. Inpatients’ ratings of care in 5 common clinical conditions. Qual Manag Health Care. 2004;13(4):222–7.
45. Frowick B, Shank JC, Doherty WJ, Powell TA. What do patients really want? Redefining a behavioral science curriculum for family physicians. J Fam Pract. 1986 Aug;23(2):141–6.
46. Balkrishnan R, Dugan E, Camacho FT, Hall MA. Trust and Satisfaction With Physicians, Insurers, and the Medical Profession. Med Care [Internet]. 2003 Sep [cited 2019 Mar 7];41(9):1058–64. Available from: http://www.ncbi.nlm.nih.gov/pubmed/12972845
47. Paez KA, Allen JK, Beach MC, Carson KA, Cooper LA. Physician cultural competence and patient ratings of the patient-physician relationship. J Gen Intern Med. 2009 Apr;24(4):495–8.
48. Heller KS, Solomon MZ. Continuity of care and caring: what matters to parents of children with life-threatening conditions. J Pediatr Nurs. 2005 Oct;20(5):335–46.
49. Wiggins MN, Coker K, Hicks EK. Patient perceptions of professionalism: implications for residency education. Med Educ. 2009 Jan;43(1):28–33.
50. Breemhaar B, Visser AP, Kleijnen JG. Perceptions and behaviour among elderly hospital patients: description and explanation of age differences in satisfaction, knowledge, emotions and behaviour. Soc Sci Med. 1990;31(12):1377–85.
51. A. E. Patient satisfaction in Japan. Int J Health Care Qual Assur [Internet]. 2008;21(7):692–705. Available from: http://www.embase.com/search/results?subaction=viewrecord&from=export&id=L352568590
52. Street RLJ, Gordon H, Haidet P. Physicians’ communication and perceptions of patients: is it how they look, how they talk, or is it just the doctor? Soc Sci Med. 2007 Aug;65(3):586–98.
Cómo citar
Marroquín, A., Gómez-Restrepo, C., & Botero-Bermúdez, M. (2020). Una revisión temática de las expectativas de los pacientes frente a las conductas del médico. Universitas Medica, 61(3). https://doi.org/10.11144/Javeriana.umed61-3.expe
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Artículos de revisión