The effect of emotional exhaustion and depersonalization on physician–patient communication: A theoretical model, implications, and directions for future research

Abstract

The physician–patient relationship is the cornerstone of care quality. Unfortunately, it may be adversely affected by physician burnout, which is becoming more prevalent according to the literature. We present a model, based on the burnout and physician–patient communication literatures, which delineates the impact of physician burnout on the physician–patient interaction and ultimately on patient outcomes. In short, when physicians use depersonalization to cope with emotional exhaustion, their communication style becomes more biomedically oriented. Faced with this communication style when interacting with their physician, patients are less satisfied, trusting, and adherent. The implications of this model and directions for future research are presented.

Citation

Williams, E.S., Lawrence, E.R., Sydow Campbell, K. and Spiehler, S. (2009), "The effect of emotional exhaustion and depersonalization on physician–patient communication: A theoretical model, implications, and directions for future research", Savage, G.T. and Fottler, M.D. (Ed.) Biennial Review of Health Care Management: Meso Perspective (Advances in Health Care Management, Vol. 8), Emerald Group Publishing Limited, Leeds, pp. 3-20. https://doi.org/10.1108/S1474-8231(2009)0000008005