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Doctoraatsthesisdefinitief.Docx Studies on Communication Exchange in Healthcare in Flanders, Belgium Peter Vermeir 2017 PROMOTORS Professor Dr Dirk Vogelaers Professor Dr Dominique Vandijck Thesis submitted to fulfill the requirements for the degree of Doctor in Health Sciences Peter Vermeir Doctoraatsthesis Universiteit Gent Copyright © 2017 Niets uit deze uitgave mag worden verveelvoudigd en/of openbaar gemaakt door middel van druk, fotokopie, microfilm, of op welke andere wijze ook, zonder voorafgaande schriftelijke toestemming van de auteur. ISBN: Dit project werd mogelijk gemaakt door UZ Gent – Dienst Algemene Inwendige Ziekten De Pintelaan 185 9000 Gent Tekening op de cover werd gemaakt door één van mijn zonen, Arne. Arne heeft het Fragiele X-syndroom. Dit is de meest voorkomende genetische oorzaak van ontwikkelingsstoornissen en van een verstandelijke handicap. Ons bijzonder kind Een bijzonder kind.... Van de buitenkant zie je niets, Maar aan de binnenkant is er iets, Het is net of hij twee persoontjes is. Soms is het goed en soms is het mis. Andere mensen denken: dat is er een met pit. De wereld zit voor hem moeilijk in elkaar, Hierop reageert hij vaak. Het zijn al die prikkels die het zo moeilijk maken, Die in zijn hoofd de weg steeds kwijtraken. Dan is hij boos op de wereld om hem heen. En sluit hij zich af, is hij het liefst alleen. Hij drukt zich dan uit in zijn eigen taal. En dat maakt hem zo speciaal. Onze zoon Arne Studies on Communication Exchange in Healthcare in Flanders, Belgium Promotor Prof. Dr. Dirk Vogelaers Department of Internal Medicine, section of General Internal Medicine, Ghent University, Belgium Co-promotor Prof. Dr. Dominique Vandijck Department of Public Health, Ghent University, Belgium Department of Business Economics, Hasselt University, Belgium Member of the Doctoral Advisory Committee Prof. Dr. Renaat Peleman Department of Internal Medicine, Ghent University, Belgium Prof. Dr. Rik Verhaeghe Department of Public Health, Ghent University, Belgium Members of the Examination Board Prof. Dr. Kristiane Van Lierde, Chair of the Examination Board Department of Speech, Language and Hearing Sciences, Ghent University, Belgium Prof. Dr. Rudy Moenaert TIAS School for Business and Society, University of Tilburg, Netherlands Prof. Dr. Eric Mortier Department of Anaesthesiology and Perioperative Medicine, Ghent University, Belgium Prof. Dr. Mirko Petrovic Department of Internal Medicine, section of Geriatrics, Ghent University, Belgium Prof. Dr. Luc Vanden Bossche Department of Physical medicine and orthopaedic surgery, Ghent University, Belgium Prof. Dr. Guy Vanderstraeten Department of Physical medicine and orthopaedic surgery, Ghent University, Belgium Prof. Dr. Hester Vermeulen Department of Nursing Sciences, Radboud University, Netherlands TABLE OF CONTENTS List of abbreviations ................................................................................................................................................ 7 1. General introduction and thesis outline ........................................................................................................ 9 1.1. Communication ....................................................................................................................................... 11 1.1.1. Healthcare communication ........................................................................................................ 11 1.1.2. Communication satisfaction ....................................................................................................... 12 1.2. The Healthcare provider perspective .................................................................................................. 13 1.2.1. Job satisfaction .............................................................................................................................. 13 1.2.2. Intention to leave .......................................................................................................................... 15 1.2.3. Burn-out ......................................................................................................................................... 15 1.3. The patient perspective .......................................................................................................................... 16 1.3.1. Changes in patients’ roles ........................................................................................................... 16 1.3.2. Access to medical record ............................................................................................................. 16 1.3.3. The organizational perspective .................................................................................................. 17 1.4. Outline of the thesis ................................................................................................................................ 18 References ........................................................................................................................................................ 20 2. Aims and main research questions .............................................................................................................. 23 3. Communication in healthcare: a narrative review of the literature and practical recommendations 27 4. Mutual perception of communication between general practitioners and hospital-based specialists 67 5. Job satisfaction in relation to communication in healthcare among nurses: a narrative review and practical recommendations ........................................................................................................................... 85 6. Intra-organizational communication satisfaction and job satisfaction among Flemish hospital nurses: an explorative multicentric study .............................................................................................................. 107 7. The patient perspective on the effects of medical record accessibility: a systematic review ............. 127 8. Patient perspectives on medical record accessibility and patient participation: a questionnaire survey ............................................................................................................................................................. 159 9. Discussion and future perspectives ........................................................................................................... 173 9.1. Main findings ......................................................................................................................................... 176 9.1.1. Mutual Communication of GPs and specialists ..................................................................... 176 9.1.2. Communication satisfaction and job satisfaction among nurses ......................................... 177 9.1.3. Access to medical record by patients ....................................................................................... 178 9.2. Strengths and limitations ..................................................................................................................... 178 9.3. Practical implications and main recommendations ......................................................................... 179 9.3.1. Mutual communication between GPs and specialists ........................................................... 179 9.3.2. Communication satisfaction and job satisfaction among nurses ......................................... 181 9.3.3. Patients’ access to medical record ............................................................................................ 182 9.4. Future perspectives ............................................................................................................................... 183 9.5. Conclusion ............................................................................................................................................. 186 References ...................................................................................................................................................... 187 10. Summary in English and Dutch ................................................................................................................. 191 11. Appendix ....................................................................................................................................................... 199 11.1. Impact van communicatie tussen zorgverstrekkers op de kwaliteit van patiëntenzorg ........... 201 11.2. Communicatietevredenheid en jobtevredenheid bij intensievezorgenverpleegkundigen en de impact op burn-out en intentie tot verloop ...................................................................................... 221 12. Acknowledgements and Curriculum Vitae .............................................................................................. 237 12.1. Dankwoord .......................................................................................................................................... 239 12.2. Curriculum vitae ................................................................................................................................. 243 13. Questionnaires used in articles ................................................................................................................... 257 LIST OF ABBREVIATIONS ADL activities of daily living CC communication climate CoZo collaborative care plaform CSQ communication satisfaction questionnaire GOP general organizational perspective
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