<abstract xmlns="http://www.w3.org/1999/xhtml"><p>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.</p></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.

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

The Bucharest University of Economic Studies

The Institute for Business Administration in Bucharest

Proceedings of the International Conference on Business Excellence

This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 3.0 License.

The way we recognize and manage emotions, empathy, stress management, and the ability to build harmonious relationships, or emotional intelligence, are little...

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

Published Online: Nov 29, 2019

Page range: 673 - 686

DOI: https://doi.org/10.2478/picbe-2019-0060

Keywords
Emotional Intelligence, Medical Services, Patient Satisfaction

© 2019 Nicoleta Chicu et al., published by Sciendo

This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 3.0 License.

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

Published Online: Nov 29, 2019

Page range: 673 - 686

DOI: https://doi.org/10.2478/picbe-2019-0060

KeywordsEmotional Intelligence, Medical Services, Patient Satisfaction

© 2019 Nicoleta Chicu et al., published by Sciendo

This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 3.0 License.

Keywords
Emotional Intelligence, Medical Services, Patient Satisfaction