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Patient satisfaction associated with clinician computer use

Clinicians who had high computer use during their encounters at safety-net clinics were less likely to have patients rate their standard of care as ‘excellent’, according to recently published data.

“High computer use by clinicians in safety-net clinics was associated with lower patient satisfaction and observable communication differences. Although social rapport building can build trust and satisfaction, concurrent computer use may inhibit authentic engagement, and multitasking clinicians may miss openings for deeper connection with their patients. Information in the electronic health record may trigger disagreement by clinicians as they detect and clarify patient misunderstandings,” the researchers wrote.

Researchers conducted an observational study of 47 English- or Spanish-speaking patients receiving primary or subspecialty care at a safety-net clinics — clinics that serve patients with limited English proficiency and health literacy, who experience communication barriers — to assess the correlation between clinician computer use and communication with patients who had chronic diseases. In total, 71 encounters were recorded among 47 patients and 39 clinicians, according to the researchers.

The researchers found that patients who had clinical encounters with high computer use were less likely to rate their care as excellent, compared with patients who had low computer use in their clinical encounters (48% vs. 83%). Additionally, these patients were more likely to use social rapport building statements (P = .04).

Clinicians who had high computer use during their encounters were more likely to engage in more negative rapport building statements, used more social rapport building and demonstrated less positive affect, according to the researchers.

“Software, structural and curricular interventions should support clinicians’ use of the electronic health record in ways that enhance their capacity to communicate with and care for diverse patients,” the researchers concluded. – by Casey Hower

Disclosures: The researchers report no relevant financial disclosures.