Patient assessment of surgeons' interpersonal skills

Abstract

Purpose – Aims to assess the surgeons' communication skills with patients in the orthopaedic department of the authors' district general hospital. Design/methodology/approach – A departmental prospective audit was conducted involving all consultants and middle grade surgeons. Then authors used a validated questionnaire (Doctors' Interpersonal Skills Questionnaire (DISQ)) completed by patients and analysed independently. Feedback was obtained through individual confidential reports and a study group meeting. Findings – A total of 402 patient evaluations were received and the average interpersonal skills index was 72 per cent ranging between 55 per cent and 87 per cent. The highest scores were given for respect shown, warmth of greeting and patients' confidence in the surgeon's abilities. The lowest scores were given for time given to patients to express their concerns. Research limitations/implications – The research has an incomplete audit circle. A second audit is required following appropriate training to alleviate the deficiencies reported in the first audit and prove the benefit. Practical implications – This audit highlighted important deficiencies in our interpersonal skills that could potentially be addressed by way of targeted training. This kind of assessment should become an essential part of the annual appraisal process of all hospital doctors. Originality/value – This paper is the first to report the results of a departmental assessment process of hospital doctors using the DISQ.