Influence of appropriate emergency department utilization and verbal communication on physicians’ (dis)satisfaction with doctor–patient interactions with special consideration of migrational backgrounds

Abstract

SummaryIn recent years, utilization of emergency departments (EDs) has increased continuously, both in Germany and internationally. Inappropriate use of EDs is believed to be partly responsible for this trend. The topic of doctor–patient interaction (DPI) has received little attention in research. However, successful DPI is not only important for adherence and treatment success, but also for the satisfaction of medical staff. This non-interventionl cross-sectional study attempts to identify factors influencing physicians’ satisfaction with DPIs, with a particular focus on the appropriate utilization of EDs and verbal communication. We carried out tripartite data collection in three EDs of major referral hospitals in Berlin between July 2017 and July 2018. Migration experience, communication and language problems, level of education, and a large gap between physicians’ and patients’ perceived urgency regarding the utilization of EDs influence the quality of the doctor–patient relationships and interactions.