Physician empathy and listening: associations with patient satisfaction and autonomy.

Journal Article (Journal Article)

PURPOSE: Motivational Interviewing (MI) is used to help patients change their behaviors. We sought to determine if physician use of specific MI techniques increases patient satisfaction with the physician and perceived autonomy. METHODS: We audio-recorded preventive and chronic care encounters between 40 primary care physicians and 320 of their overweight or obese patients. We coded use of MI techniques (eg, empathy, reflective listening). We assessed patient satisfaction and how much the patient felt the physician supported him or her to change. Generalized estimating equation models with logit links were used to examine associations between MI techniques and patient perceived autonomy and satisfaction. RESULTS: Patients whose physicians were rated as more empathic had higher rates of high satisfaction than patients whose physicians were less empathic (29% vs 11%; P = .004). Patients whose physicians made any reflective statements had higher rates of high autonomy support than those whose physicians did not (46% vs 30%; P = .006). CONCLUSIONS: When physicians used reflective statements, patients were more likely to perceive high autonomy support. When physicians were empathic, patients were more likely to report high satisfaction with the physician. These results suggest that physician training in MI techniques could potentially improve patient perceptions and outcomes.

Full Text

Duke Authors

Cited Authors

  • Pollak, KI; Alexander, SC; Tulsky, JA; Lyna, P; Coffman, CJ; Dolor, RJ; Gulbrandsen, P; Ostbye, T

Published Date

  • November 2011

Published In

Volume / Issue

  • 24 / 6

Start / End Page

  • 665 - 672

PubMed ID

  • 22086809

Pubmed Central ID

  • PMC3363295

Electronic International Standard Serial Number (EISSN)

  • 1558-7118

Digital Object Identifier (DOI)

  • 10.3122/jabfm.2011.06.110025


  • eng

Conference Location

  • United States