TY  - JOUR
AB  - Purpose– The purpose of this paper is to examine interruption patterns between residents and patients as well as the correlations between three categories of interruptions and patient satisfaction.Design/methodology/approach– A total of 40 resident/patient consultations in a Canadian clinic were audiotaped, transcribed and analyzed for intrusive, cooperative and unsuccessful interruptions.Findings– Residents made significantly more interruptions than patients, especially in the categories of intrusive interruptions. These findings provide support for situated identity theory. High correlations were found between residents and patients on all three categories of interruptions, providing unequivocal support for communication accommodation theory. Patient satisfaction was negatively correlated with residents' intrusive interruptions and positively correlated with residents' cooperative interruptions. Patient satisfaction was higher among patients those who inserted more cooperative interruptions; to increase patient satisfaction, it is necessary to raise patient participation in the medical consultation. In comparison with healthier patients, sicker patients were interrupted more frequently and were less satisfied with the way they were treated.Originality/value– The negative correlations between residents' intrusive interruption and patient satisfaction, as well as the positive correlation between patient satisfaction and residents' cooperative interruption provides evidence that patients' perception of the medical consultation is shaped by the nature of interruptions.
VL  - 108
IS  - 5
SN  - 0965-4283
DO  - 10.1108/09654280810900026
UR  - https://doi.org/10.1108/09654280810900026
AU  - Li Han Z.
AU  - Zhang Zhi
AU  - Yum Young‐Ok
AU  - Lundgren Juanita
AU  - Pahal Jasrit S.
ED  - Han Z. Li
PY  - 2008
Y1  - 2008/01/01
TI  - Interruption and patient satisfaction in resident‐patient consultations
T2  - Health Education
PB  - Emerald Group Publishing Limited
SP  - 411
EP  - 427
Y2  - 2024/04/23
ER  -