Science Journal of Public Health

| Peer-Reviewed |

Determinants of Perceived Health Care Provider Empathy at Public and Private Hospitals in Central Ethiopia

Received: 05 July 2013    Accepted:     Published: 10 August 2013
Views:       Downloads:

Share This Article

Abstract

Introduction:Though being truly empathic with the patient in health service provision is challenging, it is a powerful and efficient communication tool when used appropriately. It is valuable for healthcare providers and receivers if patients perceived the healthcare providers understand the values, ideas and feelings of their patients. Therefore, this study was carried out to measure the level of perceived healthcare provider empathy and its’ determinants among outpatients of public and private hospitals in Addis Ababa, central Ethiopia.Material and Methods: Data were collected as part of a comparative cross sectional study conducted during March 27 to April 30/2010 in Addis Ababa. The size of the sample was determined using double population proportion formula. The study participants wereoutpatients who were identified using systematic sampling technique at randomly selected private and public hospitals. The data were collected using a structured questionnaire with Likert scales to measure perception of patients. Data were entered into computer software (SPSS version 16.0) to generate descriptive statistics and factor scores. ANOVA and multiple linear regression analysis were conducted.Result: The respondents of the study were 626 (313 for each group of the hospitals) with response rate of 93.71%.The mean (± S.D) levels of perceived empathy at public and private hospitals were 33.47 (± 11.654) and 38.16 (± 10.161), respectively with possible value range of 10 to 50. At public hospitals, Welcoming approach, body signaling, consultation duration, perceived providers’ technical competency, perceived providers lack of experience and ability and expectation about the hospital services were appeared significant determinants of perceived empathy level. Likewise, perceived welcoming approach, body signaling, perceived providers technical competency, perceived providers lack of experience and ability, waiting time, perceived accessibility, expectation about hospital services and perceived cleanliness predicted perceived empathy at private hospitals.Conclusion: Despite significant difference in the level of perceived empathy at public and private hospitals, four of the identified determinants were common.The predictors of perceived provider empathy in this study were related to characteristics of patients, health care providers and the health system. Therefore, health service managers and health care providers should work on improving the communication skills of health professionals which could significantly alter the perception of the patient to services s/he receives at the outpatient department.

DOI 10.11648/j.sjph.20130103.18
Published in Science Journal of Public Health (Volume 1, Issue 3, July 2013)
Page(s) 156-164
Creative Commons

This is an Open Access article, distributed under the terms of the Creative Commons Attribution 4.0 International License (http://creativecommons.org/licenses/by/4.0/), which permits unrestricted use, distribution and reproduction in any medium or format, provided the original work is properly cited.

Copyright

Copyright © The Author(s), 2024. Published by Science Publishing Group

Keywords

Healthcare, Empathy, Treatment

References
[1] Decety, J., Moriguchi, Y. The empathic brain and its dysfunction in psychiatric populations: implications for intervention across different clinical conditions. BioPsychoSocialMedicine. 2007; 1: 22.
[2] McKinnon, M.C., Levine, B., Moscovitch, M. Domain-general contributions to social reasoning: the perspective from cognitive neuroscience. In: Roberts, M.J. (Ed.), Integrating the Mind. Psychology Press, Hove, UK. 2007; 153–177.
[3] Hojat M, Mangione S, Nasca TJ, Cohen MJM, Gonnella JS, Erdmann JB, Veloski JJ, Magee M. The Jefferson Scale of Empathy: development and preliminary psychometric data. Educational and Psycho Measurement. 2001; 61:349–365
[4] Aring CD. Sympathy and empathy. JAMA. 1958; 167:448–452
[5] Registered Nurses Association of Ontario: Nursing Best Practice Guideline: Establishing therapeutic relationships. 2002
[6] Washington State Department of Health: Cultural Competency in Health Services and Care: A Guide for Health Care Providers. 2010
[7] James T Hardee: An Overview of Empathy.The Permanente Journal 2003; 7:4
[8] Mercer SW, Reynolds WJ. Empathy and quality of care. Br J Gen Pract. 2002 Oct;52 Suppl:S9-12.
[9] Suchman AL, Roter D, Green M, Lipkin M Jr. Physician satisfaction with primary care office visits. Collaborative Study Group of the American Academy on Physician and Patient. Med Care. 1993 Dec; 31(12):1083- 92.
[10] Kim S S, Kaplowitz S, Johnston M V. The effects of physician empathy on patient satisfaction and compliance. Eval Health Prof. 2004 Sep; 27(3):237-51.
[11] Vermeire E, Hearnshaw H, Van Royen P, Denekens J. Patient adherence to treatment: three decades of research. A comprehensive review. J Clin Pharm Ther. 2001 Oct; 26(5):331-42.
[12] Neumann M Edelhäuser F, Tauschel D, Fischer R. M, Wirtz M, Woopen C, Haramati A, Scheffer C. Empathy Decline and Its Reasons: A Systematic Review of Studies With Medical Students and Residents.Acad Med. 2011; 86: 996–1009
[13] Rakel D, Barrett B, Zhang Z, Hoeft T, Chewning B, Marchand L, and Scheder J. Perception of Empathy in the Therapeutic Encounter: Effects on the Common Cold. Patient EducCouns. 2011; 85(3): 390–397
[14] Irving P, Dickson D. Empathy: towards a conceptual framework for health professionals. International Journal of Health Care Quality Assurance 2004; 17 4 :212-220
[15] HojatM ,Gonnella J S, Nasca T J, et al. Physician Empathy: Definition, Components, Measurement, and Relationship to Gender and Specialty. Am J Psychiatry. 2002; 159:1563–69
[16] Machida J: Can empathy help healthcare and business? Qn: a publication of YalaSchool of management.2008
[17] Birhanu Z, AssefaT, Woldie M, Morankar S. Predictors of perceived empathy among patients visiting primary health-care centers in central Ethiopia. International Journal for quality in health care. 2012
[18] Al Onazi M, Al Jondeby M, Azeem M, Al Sayyari A. Factors Affecting Saudi Hemodialysis Patients' Perception of Healthcare Providers' Empathy. Arab Journal of Nephrology and Transplantation. 2011; 4(2):71-6
[19] Hojat M, Louis D, Maxwell K, Markham F, Wender R, Gonnella J: Patient perceptions of physician empathy, satisfaction with physician, interpersonal trust, and compliance. Int. J. Medical Education. 2010; 1:83-87
[20] Birhanu Z, Woldie M K, Assefa T, Morankar S. Determinants of patient enablement at primary health care centers in central Ethiopia: a cross-sectional study. Afr J Prm Health Care Fam Med. 2011; 3(1)
[21] Mercer et al. Patient enablement requires physician empathy: a cross-sectional study of general practice consultations in areas of high and low socioeconomic deprivation in Scotland. BMC Family Practice. 2012 13:6.
[22] MacPherson H, Mercer SW, Scullion T et al. Empathy, enablement, and outcome: an exploratory study on acupuncture patients’ perceptions. JAltern Complement Med.2003;9:869–76
[23] Neumann, M., Bensing, J., Wirtz, M., Wubker, A., Scheffer, C., Tauschel, D., Edelhauser, F., Ernstmann, N., Pfaff, H. The impact of financial incentives on physician empathy: a study from the perspective of patients with private and statutory health insurance. Patient Education and Counseling. 2011, 84(2), 208-216
[24] Schirmer JM, Mauksch L, Marvel MK et al. Assessing communication competence: a review of current tools. Fam Med. 2005;37:184–92
[25] Tateke T, Woldie M, Ololo S. Determinants of patient satisfaction with outpatient health services at public and private hospitals in Addis Ababa, Ethiopia. Afr J Prm Health Care Fam Med. 2012; 4(1)
[26] Hugh M, Stewart W, Tony S, Kate J. Empathy, Enablement, and Outcome: An Exploratory Study on Acupuncture Patients' Perceptions. The Journal of Alternative and Complementary Medicine. 2003; 9 (6) 869–876. http://www.liebertonline.com/doi/abs/10.1089/107555303771952226
[27] Hisholm A. Askham J. What do you think of your doctor? A review of questionnaires for gathering patients’ feedback on their doctor. Picker institute, Europe; 2006. http://www.engage.hscni.net/library/What%20do%20you%20think.pdf
Author Information
  • Collegeof Medicine and Health Sciences, Arbaminch University, P.O.Box 80583, Addis Ababa, Ethiopia

  • Department of Health Services Management, Jimma University, Jimma, Ethiopia

  • Department of Health Services Management, Jimma University, Jimma, Ethiopia

Cite This Article
  • APA Style

    Tayue Tateke, Mirkuzie Woldie, Shimeles Ololo. (2013). Determinants of Perceived Health Care Provider Empathy at Public and Private Hospitals in Central Ethiopia. Science Journal of Public Health, 1(3), 156-164. https://doi.org/10.11648/j.sjph.20130103.18

    Copy | Download

    ACS Style

    Tayue Tateke; Mirkuzie Woldie; Shimeles Ololo. Determinants of Perceived Health Care Provider Empathy at Public and Private Hospitals in Central Ethiopia. Sci. J. Public Health 2013, 1(3), 156-164. doi: 10.11648/j.sjph.20130103.18

    Copy | Download

    AMA Style

    Tayue Tateke, Mirkuzie Woldie, Shimeles Ololo. Determinants of Perceived Health Care Provider Empathy at Public and Private Hospitals in Central Ethiopia. Sci J Public Health. 2013;1(3):156-164. doi: 10.11648/j.sjph.20130103.18

    Copy | Download

  • @article{10.11648/j.sjph.20130103.18,
      author = {Tayue Tateke and Mirkuzie Woldie and Shimeles Ololo},
      title = {Determinants of Perceived Health Care Provider Empathy at Public and Private Hospitals in Central Ethiopia},
      journal = {Science Journal of Public Health},
      volume = {1},
      number = {3},
      pages = {156-164},
      doi = {10.11648/j.sjph.20130103.18},
      url = {https://doi.org/10.11648/j.sjph.20130103.18},
      eprint = {https://download.sciencepg.com/pdf/10.11648.j.sjph.20130103.18},
      abstract = {Introduction:Though being truly empathic with the patient in health service provision is challenging, it is a powerful and efficient communication tool when used appropriately. It is valuable for healthcare providers and receivers if patients perceived the healthcare providers understand the values, ideas and feelings of their patients. Therefore, this study was carried out to measure the level of perceived healthcare provider empathy and its’ determinants among outpatients of public and private hospitals in Addis Ababa, central Ethiopia.Material and Methods: Data were collected as part of a comparative cross sectional study conducted during March 27 to April 30/2010 in Addis Ababa. The size of the sample was determined using double population proportion formula. The study participants wereoutpatients who were identified using systematic sampling technique at randomly selected private and public hospitals. The data were collected using a structured questionnaire with Likert scales to measure perception of patients. Data were entered into computer software (SPSS version 16.0) to generate descriptive statistics and factor scores. ANOVA and multiple linear regression analysis were conducted.Result: The respondents of the study were 626 (313 for each group of the hospitals) with response rate of 93.71%.The mean (± S.D) levels of perceived empathy at public and private hospitals were 33.47 (± 11.654) and 38.16 (± 10.161), respectively with possible value range of 10 to 50. At public hospitals, Welcoming approach, body signaling, consultation duration, perceived providers’ technical competency, perceived providers lack of experience and ability and expectation about the hospital services were appeared significant determinants of perceived empathy level. Likewise, perceived welcoming approach, body signaling, perceived providers technical competency, perceived providers lack of experience and ability, waiting time, perceived accessibility, expectation about hospital services and perceived cleanliness predicted perceived empathy at private hospitals.Conclusion: Despite significant difference in the level of perceived empathy at public and private hospitals, four of the identified determinants were common.The predictors of perceived provider empathy in this study were related to characteristics of patients, health care providers and the health system. Therefore, health service managers and health care providers should work on improving the communication skills of health professionals which could significantly alter the perception of the patient to services s/he receives at the outpatient department.},
     year = {2013}
    }
    

    Copy | Download

  • TY  - JOUR
    T1  - Determinants of Perceived Health Care Provider Empathy at Public and Private Hospitals in Central Ethiopia
    AU  - Tayue Tateke
    AU  - Mirkuzie Woldie
    AU  - Shimeles Ololo
    Y1  - 2013/08/10
    PY  - 2013
    N1  - https://doi.org/10.11648/j.sjph.20130103.18
    DO  - 10.11648/j.sjph.20130103.18
    T2  - Science Journal of Public Health
    JF  - Science Journal of Public Health
    JO  - Science Journal of Public Health
    SP  - 156
    EP  - 164
    PB  - Science Publishing Group
    SN  - 2328-7950
    UR  - https://doi.org/10.11648/j.sjph.20130103.18
    AB  - Introduction:Though being truly empathic with the patient in health service provision is challenging, it is a powerful and efficient communication tool when used appropriately. It is valuable for healthcare providers and receivers if patients perceived the healthcare providers understand the values, ideas and feelings of their patients. Therefore, this study was carried out to measure the level of perceived healthcare provider empathy and its’ determinants among outpatients of public and private hospitals in Addis Ababa, central Ethiopia.Material and Methods: Data were collected as part of a comparative cross sectional study conducted during March 27 to April 30/2010 in Addis Ababa. The size of the sample was determined using double population proportion formula. The study participants wereoutpatients who were identified using systematic sampling technique at randomly selected private and public hospitals. The data were collected using a structured questionnaire with Likert scales to measure perception of patients. Data were entered into computer software (SPSS version 16.0) to generate descriptive statistics and factor scores. ANOVA and multiple linear regression analysis were conducted.Result: The respondents of the study were 626 (313 for each group of the hospitals) with response rate of 93.71%.The mean (± S.D) levels of perceived empathy at public and private hospitals were 33.47 (± 11.654) and 38.16 (± 10.161), respectively with possible value range of 10 to 50. At public hospitals, Welcoming approach, body signaling, consultation duration, perceived providers’ technical competency, perceived providers lack of experience and ability and expectation about the hospital services were appeared significant determinants of perceived empathy level. Likewise, perceived welcoming approach, body signaling, perceived providers technical competency, perceived providers lack of experience and ability, waiting time, perceived accessibility, expectation about hospital services and perceived cleanliness predicted perceived empathy at private hospitals.Conclusion: Despite significant difference in the level of perceived empathy at public and private hospitals, four of the identified determinants were common.The predictors of perceived provider empathy in this study were related to characteristics of patients, health care providers and the health system. Therefore, health service managers and health care providers should work on improving the communication skills of health professionals which could significantly alter the perception of the patient to services s/he receives at the outpatient department.
    VL  - 1
    IS  - 3
    ER  - 

    Copy | Download

  • Sections