An assessment of physician communication skills in Saudi Arabia: A cross-sectional study

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Abstract
Background: Effective physician-patient communication is essential for patient satisfaction, treatment adherence, and overall healthcare outcomes. In culturally diverse settings like Saudi Arabia, communication skills are crucial for patient-centered care. Studies indicate that poor communication leads to mistrust, lower satisfaction, and poorer health outcomes. To address this, the Enhancing Physician Communication Skills (EPCS) program was introduced at King Fahad Medical City (KFMC) to improve physician communication. This study assesses its impact on patient satisfaction using a cross-sectional design. Materials and Methods: This cross-sectional study was conducted at KFMC and outpatient clinics in the Second Central Health Cluster. Data were collected from 1,959 patients across two phases: pre-intervention (March–May 2022) and post-intervention (September–November 2023). Patients were stratified by age, gender, and health conditions to minimize confounding factors. Patient satisfaction was assessed using a modified CGCAHPS survey, translated into Arabic. A difference-in-differences regression model was applied to compare satisfaction metrics between intervention and control groups. Results: The intervention group exhibited significant improvements: listening skills increased by 6.2% ( P = 0.04), clarity of explanations by 7.3% ( P = 0.02), overall satisfaction by 7.9%, and the likelihood of recommending the facility by 6.8%. Minimal changes were observed in the control group. Conclusion: The EPCS program effectively enhanced physician-patient communication, leading to higher satisfaction. These findings highlight the importance of integrating communication training into continuous medical education and healthcare policies, especially in culturally diverse settings.

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