의료진의 커뮤니케이션 스타일과 증상의 심각성 수준이 환자의 신뢰, 만족, 순응도에 미치는 영향

초록

This study analyzes the interaction between the severity of a patient’s symptoms and the communication style of healthcare providers in medical services and proves how it affects the patient’s trust, satisfaction, and compliance levels. To achieve this objective, this study examines patient reactions to various communication styles of healthcare providers and verifies the impact of symptoms’ severity and communication styles on trust, satisfaction, and compliance. It also comprehensively analyzes the impact of trust and satisfaction on compliance. The following results are obtained. First, whether healthcare providers’ communication styles are cooperative or controlling does not have a statistically significant effect on trust, satisfaction, or compliance. Second, the interaction effect between healthcare providers’ communication styles and the severity of symptoms has a significant effect on trust and satisfaction but not on compliance. Third, healthcare providers’ trust and satisfaction have a significant positive effect on compliance and this effect is greater for trust than satisfaction. Based on the above results, this study empirically shows that there is no definite answer as to the best communication style for a healthcare provider. This study is important as it derives an optimal communication style for each level of severity of a patient’s symptoms. Lastly, it presents practical implications for building strategies to improve healthcare providers’ communication styles.

키워드