Perception of patients on their relations with physicians

Souza, Yanne Viana; Gomes, Rebeca Soares; Sá, Brunna Victória dos Santos; Mattos, Roberta Machado Pimentel Rebello de; Pimentel, Déborah Mônica Machado

doi:10.1590/1983-80422020282395

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RESEARCH • Rev. Bioét. 28 (2) • Apr-Jun 2020 • https://doi.org/10.1590/1983-80422020282395 copy

Perception of patients on their relations with physicians

Authorship SCIMAGO INSTITUTIONS RANKINGS

Abstract

Communicating properly is fundamental to improve physician-patient relations and the quality of health care. Considering this, the current study analyzed the perception of 200 patients in Aracaju/SE, Brazil, on their relations with physicians. This is an exploratory, cross-sectional, descriptive and quantitative study with the application of a questionnaire. The sample was composed of young adults, females (71.5%), single (50.0%), without higher education (47.5%) and mainly attended in public hospitals (26.5%). A favorable environment for a good physician-patient relationship concerns not only the hospital infrastructure, but also the communication skills of health professionals. Regarding the relationship with physicians, most patients are satisfied (86%) and declared trust in the professionals (84%). Patient privacy was respected in most cases.

Perception; Patients; Physicians; Medical assistance

Characteristic	n (%)
Gender
Male	57 (28.5)
Female	143 (71.5)
Schooling level
Incomplete elementary school	38 (19.0)
Complete elementary school	14 (7.0)
Incomplete high school	9 (4.5)
Complete high school	34 (17.0)
Incomplete higher education	49 (24.5)
Complete higher education	33 (16.5)
Graduate studies	20 (10.0)
Absent answer	3 (1.5)
Marital status
Single	100 (50.0)
Married	80 (40.0)
Widow(er)	6 (3.0)
Divorced	5 (2.5)
Other	9 (4.5)
Type of health service
Medical insurance/health plan	85 (42.5)
SUS	90 (45.0)
Private	25 (12.5)
Location
Public hospital	53 (26.5)
Private Hospital	42 (21.0)
University hospital	16 (8.0)
Family Health Unit	7 (3.5)
Other	80 (40.0)
Absent answer	2 (1.0)

Question	Health insurance plan n (%)	SUS n (%)	Private n (%)
How long have you scheduled this exam/return/appointment?
Up to one week	21 (24.7)	40 (44.4)	17 (68.0)
Two weeks ago	23 (27.0)	11 (12.2)	5 (20.0)
A month ago	20 (23.5)	8 (8.9)	2 (8.0)
More than a month ago	19 (22.4)	8 (8.9)	1 (4.0)
Absent answer	2 (2.4)	23 (25.6)	0 (0.0)
Was your appointment scheduled or in order of arrival?
Scheduled appointment	35 (17.5)
Order of arrival	139 (69.5)
Priority service	6 (3.0)
Absent answer	20 (10.0)
How long did you wait to be attended on the day of the appointment/exam/return?
Less than 15 minutes	8 (9.4)	16 (17.8)	3 (12.0)
Between 15 and 30 minutes	34 (40.0)	16 (17.8)	4 (16.0)
Between 30 minutes and 1 hour	22 (25.9)	20 (22.2)	9 (36.0)
More than 1 hour	19 (22.4)	14 (15.5)	9 (36.0)
Absent answer	2 (2.3)	24 (26.7)	0 (0.0)
Have you been attended to after this waiting time?
Yes	159 (79.5)
No	20 (10.0)
Absent answer	21 (10.5)
Did you consider the facilities suitable?
Yes	79 (92.9)	55 (61.1)	24 (96.0)
No	4 (4.7)	31 (34.5)	1 (4.0)
Absent answer	2 (2.4)	4 (4.4)	0 (0.0)
Did you consider the structure of the office as proper?
Yes	79 (92.9)	56 (62.2)	23 (92.0)
No	4 (4.7)	25 (27.8)	1 (4.0)
Absent answer	2 (2.4)	9 (10.0)	1 (4.0)
If not, was there lack of hygiene?
Yes	0 (0.0)	4 (16.0)	0 (0.0)
No	1 (25.0)	9 (36.0)	0 (0.0)
Absent answer	3 (75.0)	12 (48.0)	1 (100.0)
If not, was there lack of ventilation?
Yes	0 (0.0)	11 (44.0)	0 (0.0)
No	1 (25.0)	2 (8.0)	0 (0.0)
Absent answer	3 (75.0)	12 (48.0)	1 (100.0)
If not, was there lack of lighting?
Yes	0 (0.0)	2 (8.0)	0 (0.0)
No	1 (25.0)	11 (44.0)	0 (0.0)
Absent answer	3 (75.0)	12 (48.0)	1 (100.0)
If not, was there lack of medical supplies?
Yes	0 (0.0)	3 (12.0)	0 (0.0)
No	1 (25.0)	10 (40.0)	0 (0.0)
Absent answer	3 (75.0)	12 (48.0)	1 (100.0)
If not, was there lack of comfort?
Yes	0 (0.0)	6 (24.0)	0 (0.0)
No	1 (25.0)	7 (28.0)	0 (0.0)
Absent answer	3 (75.0)	12 (48.0)	1 (100.0)
If not, was there lack of privacy?
Yes	0 (0.0)	2 (8.0)	0 (0.0)
No	1 (25.0)	11 (44.0)	0 (0.0)
Absent answer	3 (75.0)	12 (48.0)	1 (100.0)
If not, was there lack of any other aspect?
Yes	1 (25.0)	1 (4.0)	0 (0.0)
No	0 (0.0)	12 (48.0)	0 (0.0)
Absent answer	3 (75.0)	12 (48.0)	1 (100.0)
Are the equipment for complementary exams working?
Yes	46 (54.1)	38 (42.2)	17 (68.0)
No	0 (0.0)	2 (2.2)	2 (8.0)
I do not know	35 (41.2)	46 (51.1)	5 (20.0)
Absent answer	4 (4.7)	4 (4.5)	1 (4.0)
Was the medication always available in the institution’s pharmacy?
Yes	10 (11.8)	35 (38.9)	1 (4.0)
No	1 (1.2)	8 (8.9)	0 (0.0)
I do not know	17 (20.0)	30 (33.3)	6 (24.0)
There is no pharmacy in the institution	52 (61.2)	13 (14.5)	18 (72.0)
Absent answer	5 (5.8)	4 (4.4)	0 (0.0)
Was the physician punctual?
Yes	52 (61.2)	54 (60.0)	20 (80.0)
No	31 (36.5)	17 (18.9)	4 (16.0)
Absent answer	2 (2.3)	19 (21.1)	1 (4.0)
Did you like the physician?
Yes	67 (78.8)	79 (87.8)	23 (92.0)
No	7 (8.2)	6 (6.7)	1 (4.0)
I do not know	9 (10.6)	1 (1.1)	1 (4.0)
Absent answer	2 (2.4)	4 (4.4)	0 (0.0)
Was the physician friendly in welcoming and greeting you?
Yes	68 (80.0)	72 (80.0)	24 (96.0)
No	5 (5.9)	6 (6.7)	0 (0.0)
They did not greet me	10 (11.8)	7 (7.7)	1 (4.0)
Absent answer	2 (2.3)	5 (5.6)	0 (0.0)
Did the physician get up when you came into the room?
Yes	46 (54.1)	31 (34.4)	13 (52.0)
No	37 (43.5)	45 (50.0)	12 (48.0)
Absent answer	2 (2.4)	14 (15.6)	0 (0.0)
Did the physician shake your hand?
Yes	52 (61.2)	34 (37.8)	17 (68.0)
No	31 (36.5)	50 (55.6)	8 (32.0)
Absent answer	2 (2.3)	6 (6.6)	0 (0.0)
Did the physician call you by your name?
Yes	67 (78.8)	60 (66.7)	24 (96.0)
No	16 (18.8)	25 (27.8)	1 (4.0)
Absent answer	2 (2.4)	5 (5.5)	0 (0.0)
Concerning appearance, was the physician suitable for care?
Yes	81 (95.2)	84 (93.4)	24 (96.0)
No	2 (2.4)	1 (1.1)	1 (4.0)
Absent answer	2 (2.4)	5 (5.5)	0 (0.0)
If not, in which aspects did the physician need to improve?
Clothing	4 (100.0)
Have you been treated well by the physician?
Yes	75 (88.2)	71 (78.9)	24 (96.0)
No	2 (2.4)	4 (4.4)	0 (0.0)
Indifferent	6 (7.0)	10 (11.1)	1 (4.0)
Absent answer	2 (2.4)	5 (5.6)	0 (0.0)
Was the physician nice to you throughout the appointment?
Yes	71 (83.5)	70 (77.8)	23 (92.0)
No	5 (5.9)	7 (7.7)	1 (4.0)
Indifferent	7 (8.2)	8 (8.9)	1 (4.0)
Absent answer	2 (2.4)	5 (5.6)	0 (0.0)
Did the physician give you confidence?
Yes	71 (83.5)	74 (82.2)	23 (92.0)
No	8 (9.4)	6 (6.7)	1 (4.0)
I do not know	4 (4.7)	4 (4.4)	1 (4.0)
Absent answer	2 (2.4)	6 (6.7)	0 (0.0)
Did the physician make eye contact with you?
Yes	70 (82.3)	61 (67.8)	22 (88.0)
No	13 (15.3)	24 (26.7)	3 (12.0)
Absent answer	2 (2.4)	5 (5.5)	0 (0.0)
Do you think the physician can understand everything you say in the consultation?
Always	67 (78.8)	71 (78.9)	22 (88.0)
Sometimes	15 (17.7)	11 (12.2)	3 (12.0)
Rarely	0 (0.0)	2 (2.2)	0 (0.0)
Absent answer	3 (3.5)	6 (6.7)	0 (0.0)
Did the doctor carry out a physical exam?
Yes	58 (68.2)	60 (66.7)	22 (88.0)
No	25 (29.4)	25 (27.8)	3 (12.0)
Absent answer	2 (2.4)	5 (5.5)	0 (0.0)
If yes, did the physician wash his hands?
Yes	10 (17.2)	11 (18.3)	2 (9.1)
No	12 (20.7)	18 (30.0)	4 (18.2)
Absent answer	36 (62.1)	31 (51.7)	16 (72.7)
If yes, besides the physician, was anyone else present during the physical examination?
Yes, a companion	48 (34.4)
Yes, an assistant of services	22 (15.9)
No	70 (49.7)
Did the physician order additional tests?
Yes	56 (65.9)	46 (51.1)	18 (72.0)
No	27 (31.8)	38 (42.2)	7 (28.0)
Absent answer	2 (2.3)	6 (6.7)	0 (0.0)
If yes, did the physician explain the importance of this test?
Yes	18 (32.1)	22 (47.8)	2 (11.1)
No	3 (5.4)	4 (8.7)	1 (5.6)
Absent answer	35 (62.5)	20 (43.5)	15 (83.3)
Was there any interruption during the consultation?
Yes	15 (17.6)	9 (10.0)	3 (12.0)
No	68 (80.0)	75 (83.3)	22 (88.0)
Absent answer	2 (2.4)	6 (6.7)	0 (0.0)
If yes, what kind of interruption?
Doctor answered cell phone/phone	3 (11.1)
The doctor received someone in the room	3 (11.1)
Others	2 (7.4)
Absent answer	19 (70.4)
Was your privacy respected during medical care/hospitalization?
Yes	83 (97.6)	77 (85.6)	24 (96.0)
No	2 (2.4)	10 (11.1)	1 (4.0)
Absent answer	0 (0.0)	3 (3.3)	0 (0.0)
How long did your appointment last?
Up to 5 minutes	2 (2.4)	10 (11.1)	0 (0.0)
Between 5 and 10 minutes	8 (9.4)	13 (14.5)	2 (8.0)
Between 10 and 15 minutes	20 (23.5)	27 (30.0)	7 (28.0)
Between 15 and 20 minutes	16 (18.8)	19 (21.1)	1 (4.0)
Between 20 and 25 minutes	8 (9.4)	2 (2.2)	6 (24.0)
Between 25 and 30 minutes	11 (12.9)	8 (8.9)	1 (4.0)
Longer than 30 minutes	18 (21.2)	3 (3.3)	3 (12.0)
Others	0 (0.0)	1 (1.1)	5 (20.0)
Absent answer	2 (2.4)	7 (7.8)	0 (0.0)
Did the doctor explain what you had?
Yes	78 (91.8)	67 (74.4)	24 (96.0)
No	5 (5.9)	17 (18.9)	1 (4.0)
Absent answer	2 (2.3)	6 (6.7)	0 (0.0)
Did the physician prescribe any medication?
Yes	122 (61.0)
No	69 (34.5)
Absent answer	9 (4.5)
If yes, did you understand how to use the medication?
Yes	45 (36.9)
No	2 (1.6)
The physician did not explain	1 (0.8)
Absent answer	74 (60.7)
Did you understand what was written on the prescription?
Yes	95 (77.6)
No	27 (22.4)
Did the physician say goodbye at the end of the appointment?
Yes	76 (89.4)	71 (78.9)	24 (96.0)
No	6 (7.1)	12 (13.3)	1 (4.0)
Absent answer	3 (3.5)	7 (7.8)	0 (0.0)
Were you satisfied with the appointment?
Yes	76 (89.4)	73 (81.1)	23 (92.0)
No	7 (8.2)	10 (11.1)	1 (4.0)
Absent answer	2 (2.4)	7 (7.8)	1 (4.0)

Variable	Private n (%)	Health insurance plan n (%)	SUS n (%)
Type of hospitalization	1 (1.5)	12 (17.6)	55 (80.9)
Place of hospitalization
Infirmary	63 (92.6)
Apartment	4 (5.9)
Intensive care unit	1 (1.5)
How long did you wait for the hospital bed?
There was no wait time	1 (100.0)	7 (58.3)	42 (76.4)
Only one day	0 (0.0)	2 (16.7)	6 (10.9)
More than one day	0 (0.0)	3 (25.0)	7 (12.7)
Did the same doctor treat the patient?
Yes	1 (100.0)	9 (75.0)	19 (34.5)
No	0 (0.0)	3 (25.0)	35 (63.6)
Absent answer	0 (0.0)	0 (0.0)	1 (1.9)
If not, did that hinder the recovery?
Yes	8 (21.1)
No	11 (28.9)
I do not know yet	1 (2.6)
Absent answer	18 (47.4)
Was the patient daily evaluated by a doctor?
Yes	0 (0.0)	11 (91.7)	51 (92.7)
No	1 (100.0)	1 (8.3)	2 (3.6)
Not yet	0 (0.0)	0 (0.0)	2 (3.6)
Do you think the physician’s visit time was sufficient?
Yes	1 (100.0)	11 (91.7)	44 (80.0)
No	0 (0.0)	1 (8.3)	7 (12.8)
I do not know	0 (0.0)	0 (0.0)	2 (3.6)
Absent answer	0 (0.0)	0 (0.0)	2 (3.6)

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[1] Correspondence Brunna Victória dos Santos Sá – Rua José Pires Winne, casa 217, Suíssa CEP 49052-290. Aracaju/SE, Brasil.