The role of the emotional intelligence in the relationship between medical personnel and the patient

Chicu Nicoleta (), Deaconu Alecxandrina () and Rasca Lavinia ()
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Chicu Nicoleta: The Bucharest University of Economic Studies, Bucharest, Romania
Deaconu Alecxandrina: The Bucharest University of Economic Studies, Bucharest, Romania
Rasca Lavinia: The Institute for Business Administration in Bucharest, Bucharest, Romania

Proceedings of the International Conference on Business Excellence, 2019, vol. 13, issue 1, 673-686

Abstract: The way we recognize and manage emotions, empathy, stress management, and the ability to build harmonious relationships, or emotional intelligence, are little explored in the medical field, although they have been shown to play a very important role in recovering patients and increasing the degree of their satisfaction with the accessed medical services. The purpose of the research is to highlight, based on the results of an investigation, whether the emotional intelligence of medical staff influences the quality of the medical services offered and patients’ satisfaction. Towards this end, the authors performed a survey based on the emotional intelligence test developed by Daniel Goleman and presented in his book “Emotional Intelligence”, and modified and adapted by Mihaela Roco. The patients included in the sample answered to a questionnaire related to their satisfaction when they used medical services.

Keywords: Emotional Intelligence; Medical Services; Patient Satisfaction (search for similar items in EconPapers)
Date: 2019
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Persistent link: https://EconPapers.repec.org/RePEc:vrs:poicbe:v:13:y:2019:i:1:p:673-686:n:60

DOI: 10.2478/picbe-2019-0060

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