Drishtikon: A Management Journal

Open Access Open Access  Restricted Access Subscription Access
Open Access Open Access Open Access  Restricted Access Restricted Access Subscription Access

Role of Emotional Intelligence in Healthcare Industry


Affiliations
1 Assistant Professor, Hirachand Nemchand College of Commerce, Solapur, Maharashtra, India
2 Professor, MBA-Department, Visvesvaraya Technological University, Belagavi, Karnataka, India
     

   Subscribe/Renew Journal


There is a rising need to understand the role of physicians’ Emotional Intelligence (EI) in the health care industry. The purpose of this study was to explore the relationship between physicians’ EI and patient satisfaction. Physicians’ EI was measured using a self-report assessment of Geno’s EI Inventory developed by Gignac (2010) and patient satisfaction by Patient Satisfaction Questionnaire-III developed by Hays et al. (1987). There was a high positive and significant correlation between physicians’ EI and patient satisfaction. The EI scores of female physicians were higher than male physicians. The study found that the physicians’ EI predicted patient satisfaction. These results are helpful to medical practitioners in enhancing their EI abilities to increase their performance for achieving superior healthcare outcome. The present study suggests that physicians’ must undergo EI training to enhance their EI abilities along with clinical skills to perceive patients’ emotions and manage them in a better manner.

Keywords

Emotional Intelligence, Health Care Industry, Patient Satisfaction, Physician.
Subscription Login to verify subscription
User
Notifications
Font Size


  • Abe, K., Evans, P., Austin, E. J., Suzuki, Y., Fujisaki, K., Niwa, M., & Aomatsu, M. (2013). Expressing one’s feelings and listening to others increases emotional intelligence: A pilot study of Asian medical students. BMC Medical Education, 13(82), 1-9.

  • Arora, S., Ashrafian, H., Davis, R., Athanasiou, T., Darzi, A., & Sevdalis, N. (2010). Emotional intelligence in medicine: A systematic review through the context of the ACGME competencies. Medical Education, 44, 749-764. doi: 10.1111/j.1365-2923.2010.03709.x

  • Arora, S., Russ, S., Petrides, K., Sirimanna, P., Aggarwal, R., Darzi, A., & Sevdalis, N. (2011). Emotional intelligence and stress in medical students performing surgical tasks. Academic Medicine, 86(10), 1311-1317. doi: http://dx.doi.org/10.1097/ACM.0b013e31822bd7aa

  • Austin, E. J., Saklofske, D. H., & Egan, V. (2004). Personality, well-being and health correlates of trait emotional intelligence. Personality and Individual Differences. doi:10.1016/j.paid.2004.05.009

  • Austin, E. J., Evans, P., Goldwater, R., & Potter, V. (2005). A preliminary study of emotional intelligence, empathy and exam performance in first year medical students. Personality and Individual Differences, 39(8), 1395-1405. doi: 10.1016/j.paid.2005.04.014

  • Birks, Y., McKendree, J., & Watt, I. (2009). Emotional intelligence and perceived stress in healthcare students: A multi-institutional, multi-professional survey. BMC Medical Education, 9(61).

  • Brackett, M. A., & Mayer, J. D. (2003). Convergent, discriminant, and incremental validity of competing measures of emotional intelligence. Society for Personality and Social Psychology, Inc., 29(10), 1-12. doi: 10.1177/0146167203254596

  • Burcher, P. (2011). Emotional intelligence and empathy: Its relevance in the clinical encounter. Patient Intelligence, 3, 23-28.

  • Carmeli, A., Yitzhak-Halevy, M., & Weisberg, J. (2009). The relationship between emotional intelligence and psychological wellbeing. Journal of Managerial Psychology, 24(1), 66-78.

  • Cherniss, C., & Extein, M. (2006). Emotional intelligence: What does the research really indicate? Educational Psychologist, 41(4), 239-245.

  • Chew, B. H., Zain, A. M., & Hassan. F. (2013). Emotional intelligence and academic performance in first and final year medical students: A cross-sectional study. BMC Medical Education, 13(44), 1-10.

  • Ciarrochi, J. V., Chan, A. Y. C., & Caputi, P. (2000). A critical evaluation of the emotional intelligence construct. Personality and Individual Differences, 22, 539-561.

  • Clever, S. L., Jin, W., Levinson, & Meltzer, D. O. (2008). Does doctor-patient communication affect patient satisfaction with hospital care? Results of an analysis with a novel instrumental variable. Health Services Research Journal, 43, 1505-1519. doi: 10.1111/j.1475-6773.2008.00849.x

  • Copperman, K. B. (2010). Emotional intelligence and the healthcare staff: Maximizing performance and patient satisfaction. srm(e)journal.com, 8(1), 5-8.

  • Freshman, B., & Rubino, L. (2002). Emotional intelligence: A core competency for health care administrators. The Health Care Manager, 20(4), 1-9.

  • Gignac, G. E. (2010). On a nomenclature for emotional intelligence research. Industrial and Organizational Psychology: Perspectives on Science and Practice, 3, 131-135.

  • Gignac, G. E. (2010). Seven-factor model of emotional intelligence as measured by Genos EI: A confirmatory factor analytic investigation based on self- and rater-report data. European Journal of Psychological Assessment, 26, 309-316.

  • Gignac, G. E. (2010). Genos emotional intelligence technical manual (2nd ed.). Sydney, NSW: Genos Press.

  • Goleman, D. (1995). Emotional intelligence: Why it can matter more than IQ. London: Bloomsbury Publishing.

  • Goleman, D. (1998). Working with emotional intelligence. London: Bloomsbury Publishing

  • Goleman, D. (1998). What makes a leader? Harvard Business Review. www.hbr.org

  • Grewal, D., & Davidson, H. A. (2008). Emotional intelligence and graduate medical education. The JAMA, 300(10), 1200-1202. doi: 10.1001/jama.300.10.1200

  • Gupta, A., Koolwal, G. D., & Gehlot, S., (2014). Study of perceived stress and emotional intelligence among 1st year medical undergraduates in India. Journal of Contemporary Medical Education, 2(1), 63-67. doi: 10.5455/jcme.20131209094837

  • Hays, R. D., Davies, A. R., & Ware, J. E. (1987). MOS Memorandum. MOS Memo. No. 866.

  • Hulka, B. S., Kupper, L. L., Cassel, J. C., & Thompson, S. J. (1971). A method for measuring physicians’ awareness of patients’ concerns. HSMHA Health Reports, 86(8), 741-751.

  • Imran, N., Aftab, M. A., Haider II, & Farhat, A. (2013). Educating tomorrow’s doctors: A cross sectional survey of emotional intelligence and empathy in medical students of Lahore. Pakistan Journal of Medical Sciences, 29(3), 710-714. doi: http://dx.doi.org/10.12669/pjms.293.3642

  • Jawed, H., & Faisal, A. (2013). Emotional intelligence in doctors and nurses of emergency medicine units in tertiary hospitals. Pakistan Business Review, 14(4), 732-743.

  • Jones, D. G., (2013). Medical providers’ emotional intelligence: Relationships with patient satisfaction and treatment adherence (Ph.D. Thesis). ProQuest Dissertations and Thesis database. (UMI No. 3576356) University of Phoenix, 157 pages.

  • Kernbach, S., & Schutte, N. S. (2005). The impact of service provider emotional intelligence on customer satisfaction. Journal of Services Marketing, 19(7), 438-444.

  • Law, K. S., Wong, C. S., & Song, L. J. (2004). The construct and criterion validity of emotional intelligence and its potential utility for management studies. Journal of Applied Psychology, 89(3), 483-496.

  • Mayer, J. D., DiPaolo, M., & Salovey, P. (1990). Perceiving affective content in ambiguous visual stimuli: A component of emotional intelligence. Journal of Personality Assessment, 54(3&4), 772-781.

  • Mayer, J., & Salovey, P. (1997). What is emotional intelligence? In P. Salovey & D. J. Sluyter (Eds.), Emotional Development and Emotional Intelligence: Educational Implications (1st ed., pp. 3-31). New York: Basic Books.

  • Mayer, J. D., Salovey, P. & Caruso, D. R. (2002). MSCEIT, Brochure. www.mhs.com

  • Miao, C., Humphrey, R. H., & Qian, S. (2016). Leader emotional intelligence and subordinate job satisfaction: A meta analysis of main, mediator and moderator. Personality and Individual Differences, 102, pp. 13-24.

  • Palmer, B. R., Stough, C., Harmer, H., & Gignac, G.,(2009). The Genos emotional intelligence inventory: A measure designed specifically for workplace applications. C. Stough et al. (Eds.) Assessing Emotional Intelligence, The Springer Series on Human Exceptionality.

  • Pau, A. K., & Croucher, R. (2003). Emotional intelligence and perceived stress in dental undergraduates. Journal of Dental Education, 67(9), 1023-1028.

  • Pau, A., Rowland, M. L., Naidoo, S., Kadir, R., Makrynika, E., Moraru, R., Huang, B., & Croucher, R. (2007). Emotional intelligence and perceived stress in dental undergraduates: A multinational survey. Journal of Dental Education, 71(2), 197-204.

  • Perdue, C. (2016). Emotional intelligence, job satisfaction and burnout for dietitians (Doctoral Dissertations), Walden University. Retrieved from http://scholarworks.waldenu.edu/dissertations

  • Rao, K. D., Peters, D. H., & Bandeen-Roche, K. (2006). Towards patient centered health services in India-a scale to measure patient perceptions of quality. International Journal for Quality in Health Care, 18(6), 414-421.

  • Salovey, P., & Mayer, J. D. (1990). Emotional intelligence. Imagination, Cognition and Personality, 9, 185-211.

  • Schutte, N., Malouff, J., Hall, L., Haggerty, D., Cooper, J., Golden, C., & Dornheim L. (1998). Development and validation of a measure of emotional intelligence. Personality and Individual Differences, 25, 167-177.

  • Stewart, M. A., McWhinney, I. R., & Buck, C. W. (1979). The doctor/patient relationship its effect upon outcome. Journal of the Royal College of General Practitioners, 29, 77-82.

  • Stratton, T. D., Elam, C. L., Murphy-Spencer, A. E., & Quinlivan, S. L. (2005). Emotional intelligence and clinical skills: Preliminary results from a comprehensive clinical performance examination. Academic Medicine, 80(10), S34-S37.

  • Tucker, F. G., & Tucker, J. B. (1985). An evaluation of patient satisfaction and level of physician training. Journal of Health Care Marketing, 5(3), 31-38.

  • Trumble, S. C., O’Brien, M. L., O’Brien, M., & Hartwing, B. (2006). Communication skills training for doctors increases patient satisfaction.Clinical Governance: An International Journal, 11(4), 299-307.

  • Wagner, P. J., Moseley, G. C., Grant, M. M., Gore, J. R., & Owens, C. (2002). Physicians’ emotional intelligence and patient satisfaction. Family Medicine, 34(10), 750-754.

  • Webb, A. R., Young, R. A., & Baumer, J. G., (2010). Emotional intelligence and ACGME competencies. Journal of Graduate Medical Education, 508-512. doi: 10.4300/JGME-D-10-00080.1

  • Weng, H. C., Chen, H. C., Chen, H. J., Lu. K., & Hung, S. Y. (2008). Doctors’ emotional intelligence and the patient-doctor relationship. Medical Education, 42(7), 703-711. doi: 10.1111/j.1365-2923.2008.03039.x

  • Weng, H. C., Steed, J. F., Yu, S. W., Liu, Y. T., Hsu, C. C., Yu, T. J., & Chen, W. (2011a). The effect of surgeon empathy and emotional intelligence on patient satisfaction. Advances in Health Sciences Education, 16(5), 591-600. doi: 10.1007/s10459-011-9278-3

  • Weng, H. C., Hung, C. M., Liu, Y. T., Cheng, Y. J., Yen, C. Y., Chang, C. C., & Huang, C. K. (2011b). Associations between emotional intelligence and doctor burnout, job satisfaction and patient satisfaction. Medical Education, 45(8), 835-842. doi: 10.1111/j.1365-2923.2011.03985x

  • Wong, C. S., & Law, K. S., & Wong, P. M. (2004). Development and validation of a forced choice emotional intelligence measure for Chinese respondents in Hong-Kong. Asia Pacific Journal of Management, 21, 535-559.


Abstract Views: 606

PDF Views: 3




  • Role of Emotional Intelligence in Healthcare Industry

Abstract Views: 606  |  PDF Views: 3

Authors

Shama Kadadi
Assistant Professor, Hirachand Nemchand College of Commerce, Solapur, Maharashtra, India
Shankargouda R. Bharamanaikar
Professor, MBA-Department, Visvesvaraya Technological University, Belagavi, Karnataka, India

Abstract


There is a rising need to understand the role of physicians’ Emotional Intelligence (EI) in the health care industry. The purpose of this study was to explore the relationship between physicians’ EI and patient satisfaction. Physicians’ EI was measured using a self-report assessment of Geno’s EI Inventory developed by Gignac (2010) and patient satisfaction by Patient Satisfaction Questionnaire-III developed by Hays et al. (1987). There was a high positive and significant correlation between physicians’ EI and patient satisfaction. The EI scores of female physicians were higher than male physicians. The study found that the physicians’ EI predicted patient satisfaction. These results are helpful to medical practitioners in enhancing their EI abilities to increase their performance for achieving superior healthcare outcome. The present study suggests that physicians’ must undergo EI training to enhance their EI abilities along with clinical skills to perceive patients’ emotions and manage them in a better manner.

Keywords


Emotional Intelligence, Health Care Industry, Patient Satisfaction, Physician.

References