Abstract:

There has been relatively little research on perceptions of patients regarding physicians in India. This institutionally sponsored study examines the socio-demographic influencers that impact on the patient provider interactions in an urban city of India (Lucknow, Uttar Pradesh).The findings of the research, which is currently in the pilot study phase, reveals that patients are greatly influenced by the quality of medical facilities and Infrastructure, attention; empathy and knowledge and expertise of the physicians in general. While patients regard empathy, comforting words, communicating clearly and lucidly, guiding decisions, advising and listening ability as important communication behaviors of the physicians, yet a positive in-clinic experience is linked to the technical expertise and greater consultation time rather than perceived empathy and informal talks shared by the physician with the patients. The patients however record only moderate satisfaction in overall In-clinic experience. Physicians are valued more for technical expertise rather than empathy (perhaps the physicians prefer it this way). The research concludes that ‘empathy’ is not much an expected behavior from physicians (although it is preferred) but expertise is; it recommends that physicians need to communicate more for better outcomes (positive in clinic experience, in this case) to reach global standards of medical care

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