טכניון מכון טכנולוגי לישראל
הטכניון מכון טכנולוגי לישראל - בית הספר ללימודי מוסמכים  
M.Sc Thesis
M.Sc StudentAgasi Shira
SubjectThe Effect of Physician-Patient Communication on Hospital
Aggression
DepartmentDepartment of Industrial Engineering and Management
Supervisor Professor Anat Rafaeli
Full Thesis textFull thesis text - English Version


Abstract

In this research we attempt to unravel some of the antecedents of aggression toward hospital staff members. The study identifies physician-patient communication as a critical component leading to aggressive behavior in hospitals, based on previous studies analyzing physician-patient communications, and the classic Dollard-Miller frustration-aggression model. Data were collected from 107 participants (patients and family members) in a northern Israeli hospital. Findings showed that medical information given by the physician was positively related to patients' comprehension of the medical situation. Comprehension, in turn, was found to negatively relate to reported aggression. More specifically, medical information given by the physician played a moderating role in the relationship between comprehension and aggression. In particular, for high and medium levels of medical information, the higher the comprehension, the lower the aggression. In contrast, at low levels of information, comprehension did not influence the level of aggression. Patient's feelings of helplessness and frustration were found to positively relate to aggression, but were not found related to either the levels of medical information or the levels of comprehension. The study identifies the implications of physician-patient communication on aggression in hospitals, and suggests that hospitals should be aware of such outcomes, in the interest of minimizing aggression in hospitals.