I. Sudirman, "Understanding the dynamic interaction within Indonesia healthcare competition," European Journal of Business and Management, vol. 4, pp. 94-100, 2012.
Friedman, "Nonverbal communication between patient and medical practitioner," Journal of Social Issue, vol. 35, pp. 82-89, 1979.
N. Ambady, "Physical therapists nonverbal communication predicts geriatric patients health outcome: American phychological association," Psychology and Aging, vol. 17, pp. 443-452, 2002.
Griffith, "House staff nonverbal communication skills and standardized patient satisfaction," Journal List J. Gen. Intern. Med., vol. 18, pp. 170-174, 2003.
I. Sudirman, Penerapan orientasi pasar dalam pelayanan jasa RS di Kota Makassar ditinjau dari strategi prospectors, analyzers, dan defenders. Makassar: Universitas Hasanuddin, 2002.
I. Sudirman, "Hubungan antara kepuasan pasien, loyalitas, dan kinerja organisasi," Jurnal Administrasi Negara Edisi III, 2012.
Konsil Kedokteran Indonesia (KKI), Standar kompetensi dokter Indonesia. Jakarta: Konsil Kedokteran Indonesia, 2012.
D. G. Leather, Nonverbal communication systems. USA: Allyn and Bacon Inc, 1976.
Morris, Dasar-dasar komunikasi antar budaya in Liliweri A. Yogyakarta: Pustaka Pelajar, 2004, 1977.
F. F. H. Khan, "Patient attitudes toward physician nonverbal behavior during consultancy: Result from a developing country," Hindawi Publishing Corporation, ISRN Family Medicine, vol. 2014, pp. 1-6, 2014.
M. Glesson and F. Timmins, "Touch: A fundamental aspect of communication with older people experiencing dementia," Nursing Older People, vol. 16, pp. 18-21, 2004.
M. S. Mast, J. A. Hall, C. Klockner, and E. Choi, "Physician gender affects how physician nonverbal behavior is related to patients satisfaction," Medical Care, vol. 46, pp. 1212-1218, 2008.
Indrianty Sudirman , Syahrir A. Pasinringi , Indahwaty Sidin (2016). The Role of Demography in Moderation the Influence of Nonverbal Communication to Patient’s Satisfaction. International Journal of Medical and Health Sciences Research, 3(1): 10-23. DOI: 10.18488/journal.9/2016.3.1/18.104.22.168
Effective nonverbal communication affects patient satisfaction and also affects the optimal level of patient’s healthiness. This is primarily caused by asymmetry information between doctor and patient since in most cases patients heavily rely on nonverbal communication as a tool to get information they need. Patient’s sensitivity to the nonverbal communication is generally varied in according to their demography characteristics. This research is aimed at analyzing the effect of non-verbal communication to the patient satisfaction with respect to different demographic perspectives. The research was carried out in the inpatient of selected hospitals in the Makassar city of Indonesia involving 420 respondents taken using proportional stratified random sampling technique. The research design is quantitative research using a cross sectional study design with questionnaires as the instrument to collect the data. The result of the study showed that the sixth variables of nonverbal communication (artifact, haptic, kinesics, chronemics, proxemics, and vocalic) significantly influence patient’s satisfaction. However, the result of the partial test showed different effects of each nonverbal communication variable to the patients based on the age categorize, gender, ward, ethnics, education level, and occupation.
This study is one of very few studies which have investigated the role of demographic characteristics of patients in selecting the best models of nonverbal communication between physicians and patients in hospitals.
How Do Patients Evaluate the New Health Care System in General Practice? Results from the European Project on Patient Evaluation of General Practice Care (Europep) in Adana, Turkey
Wonca Europe, The European definition of general practice/family medicine. Barcelona: Wonca Europe and WHO Europe, 2002.
M. Stewart, J. Brown, L. McWhinney, C. McWilliam, and T. Freeman, Patient-centred medicine: Transforming the clinical method. London: Sage, 1995.
R. Ellis and D. Whittington, Quality assurance in health care. In: Ellis R, Whittington D, editors. Quality assurance handbook. London: Edward Arnold, 1993.
R. H. Palmer, Considerations in defining quality of care. In: Palmer RH, editor. Striving for quality in health care: An inquiry into policy and practice. Ann Arbor: Health Administration Press, 1991.
J. F. Racine, A double take on the history of quality in health care. In: Graham NO, editor. Quality in health care. Theory, application and evolution. Gaithersburg, MD: Aspen, 1995.
M. Wensing and R. S. A. Grol, "Quality judgements by patients on general practice care: A literature analysis," Social Sci. Med., vol. 38, pp. 45–53, 1994.
R. Grol, M. Wensing, J. Mainz, H. Jung, P. Ferreira, and H. Hearnshaw, "European task force on patient evaluations of general practice care (EUROPEP). Patients in Europe evaluate general practice care: An international comparison," Br. J. Gen. Pract., vol. 50, pp. 882 - 887, 2000.
D. Melchart, F. Mitscherlich, M. Amiet, R. Eichenberger, and P. Koch, "Programm evaluation komplementärmedizin (PEK) Schlussbericht. German." Available http://www.bag.admin.ch/themen/krankenversicherung/00263/00264/04102/index.html, 2005.
R. S. Beck, R. Daughtridge, and P. D. Sloane, "Physician-patient communication in the primary care office: A systematic review," J. Am. Board Fam Pract., vol. 15, pp. 25-38, 2002.
G. W. Saba, S. T. Wong, D. Schillinger, A. Fernandez, C. P. Somkin, and C. C. Wilson, "Shared decision making and the experience of partnership in primary care," Ann. Fam. Med., vol. 4, pp. 54-62, 2006.
M. Balint, The doctor, his patient and the illness. New York: International University Press Inc, 1957.
F. Kartal, "Privatized citizenship: Transformation of health care policies in Turkey," Review of Public Administration, vol. 42, pp. 23-43, 2009.
F. Ataay, "Health reform and citizenship rights," Journal of Public Administration, vol. 41, pp. 169-184, 2008.
United Nations Development Programme Turkey, Available www.undp.org.tr/publicationsDocuments/english.pdf, n.d.
R. Grol, M. Wensing, J. Mainz, H. P. Jung, P. Ferreira, and H. Hearnshaw, "Patients in Europe evaluate general practice care: An international comparison," Br. J. Gen. Pract., vol. 50, pp. 882–887, 2000.
J. Kersnik, "An evaluation of patient satisfaction with family practice care in Slovenia," Int. J. Qual Health Care, vol. 12, pp. 143-147, 2000.
Z. Akturk, N. Dagdeviren, E. M. Sahin, C. Ozer, H. Yaman, and O. Goktas, "Patients evaluate physicians: Europep instrument," Journal of 9 Eylul University Medical Faculty Turkish, vol. 3, pp. 153-160, 2002.
N. Dagdeviren and Z. Akturk, "An evaluation of patient satisfaction in Turkey with the Europep instrument," Yonsei Med. J., vol. 45, pp. 23-28, 2004.
M. Wensing, H. P. Jung, J. Mainz, F. Olesen, and R. Grol, "A systematic review of the literature on patient priorities for general practice care. Description of the research domain," Soc. Sci. Med., vol. 47, pp. 1573-1588, 1998.
H. Jung, M. Wensing, W. A. De, F. Olesen, and R. Grol, "Comparison of patients preferences and evaluations regarding aspects of general practice care," Fam Pract., vol. 17, pp. 236-242, 2000.
E. M. Rogers, Diffusion of innovations. New York: The Free Press, 1995.
J. Lomas, "Diffusion, dissemination and implementation: Who should do what?," Ann. N Y Acad. Sci., vol. 703, pp. 226-235, 1993.
H. N. Heje, P. Vedsted, and F. Olesen, "General practitioners experience and benefits from patient evaluations," BMC Fam Pract., vol. 12, pp. 116-127, 2011.
Y. Gürbüz, "Job satisfaction levels of primary health care workers," in Proceedings of the 3rd National Health and Hospital Administration Symposium, Ankara, Turkey. Turkish, 2000.
Turkstat, Life satisfaction survey 2010. Ankara, Turkish: Turkish Statistical Institute, 2010.
D. Petek, B. Kunzi, J. Kersnik, J. Szecsenyi, and M. Wensing, "Patients evaluations of European general practice - revisited after 11 years," Int. J. Qual Health Care, vol. 23, pp. 621–628, 2011.
Ersin Akpinar , Fatih Mutlupoyraz , Esra Saatci , Nafiz Bozdemir (2016). How Do Patients Evaluate the New Health Care System in General Practice? Results from the European Project on Patient Evaluation of General Practice Care (Europep) in Adana, Turkey. International Journal of Medical and Health Sciences Research, 3(1): 1-9. DOI: 10.18488/journal.9/2016.3.1/22.214.171.124
Aim: Evaluation of patient satisfaction is accepted as a valuable addition to other types of outcome measures (such as health status, quality of life or costs) in measuring the quality of general practice care. The aim of this study is to assess the patient satisfaction for primary care before and after the transition of health care system in Turkey. Methods: The study included a sample of 588 patients from three public family health centers (FHCs) in Adana. The study was conducted between March and April 2008 and May and June 2009. The patients were asked to assess their family physician based on their contact experience before and after the health care system transition in Turkey. Results: Overall satisfaction was %74.6 before and %93.5 after the transition (p=0.0001). The “Organization of care” was evaluated as the most improving dimension. However, the “Medical care” change was the worst rated. “Providing quick services for emergency health problems”, “Knowing what s/he had done or told you during contacts” “Preparing you for what to expect from specialist or hospital care”, “Being able to speak to the general practitioner on the telephone”, “Getting through to the practice on telephone” and “Helping you deal with emotional problems related with your health status” were evaluated as improving items (p=0.0001). Conclusion: Patient evaluation of care can contribute to make practices and their teams more responsive to patient’s needs.
This study is one of very few studies which have investigated the patient satisfaction for primary care before and after the transition of health care system in Turkey.