Document Type : Original Article


Health Management and Economics Research Center, Isfahan University of Medical Sciences, Isfahan, Iran


Introduction: The quality of communication skills of health care providers has a significant
impact on patient treatment consequences. Aims: The present research has been conducted to
check the relationship of communication skills on the rate of patients’ satisfaction in the clinics
of one of the hospitals in Isfahan. Settings and Design: The checking list was completed by
the researcher in the clinics by using the comments of patients or their relatives. Sampling was
performed by using the regular random sampling method. Materials and Methods: This research
was a descriptive‑analytical study. The used tool was a standard checking list for evaluating
the patients’ satisfaction and also the researcher‑made checking list for the measurement of
effective communication skills. Statistical Analysis: The researcher‑made checking list for the
measurement of effective communication skills was confirmed by the experts with the face
validity, structure, content, and reliability (α =87%). After visiting the patient by the physician, the
mentioned list was filled by using the patients’ comments, and the collected data was analyzed
by SPSS software version 16 with calculating the Pearson correlation coefficient and α2.
Results: The study showed that there was a significant relationship between the application
of communication skills in the five areas of verbal, body language, effective communicating,
establishment, patient privacy and patient participation, except for eye communication of the
physician with patients’ satisfaction (P < 0.05). Conclusion: Using the communication skills
by physicians is associated with patients’ satisfaction, and it is the cause of increasing the
acceptance of the physician by the patient. Therefore, it is suggested that the opportunity to
improve the communication skills should be provided in addition to clinical skills in continuing
education programs for the medical community.


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