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Article Abstract
Introduction: Communication gaps between patients and physicians in musculoskeletal (MSK) care can affect satisfaction and outcomes. While many studies focus on patient dissatisfaction, few compare it directly with physician perceptions. This study aimed to identify perceptual gaps during MSK consultations by analysing both perspectives across key communication domains.
Methods: A cross-sectional survey was administered to 950 patients and 85 physicians in outpatient MSK clinics in Jordan. Structured questionnaires assessed perceptions of consultation quality across eight patient domains and five physician domains. Independent sample t-tests were used to compare satisfaction groups. Perceptual gaps were identified by matching patient and physician responses.
Results: Dissatisfied patients reported significantly lower scores in key domains: diagnosis understanding (4.08 vs. 6.15, p = 0.04), clarity of condition explanation (4.23 vs. 6.91, p = 0.01), involvement in treatment decisions (3.23 vs. 6.19, p = 0.002), and consultation time adequacy (3.03 vs. 6.91, p = 0.03). In contrast, physicians in non-satisfactory encounters rated higher feelings of being rushed (8.56 vs. 3.33, p = 0.002), perceived patient disorganisation (8.64 vs. 2.02, p = 0.001), and resistance to non-pharmacologic advice (7.58 vs. 2.20, p = 0.001). These findings reveal six major gaps: consultation time, communication clarity, patient organisation, treatment receptiveness, shared decision-making, and trust.
Conclusion: This study revealed six communication gaps between patients and physicians in MSK care-spanning time, clarity, decision-making, and trust. Physicians often believed they communicated effectively, while patients felt rushed, confused, or excluded. Bridging these gaps requires clearer communication, active patient involvement, and greater attention to how care is delivered and perceived.
Level Of Evidence: Level III-Cross-sectional observational study.
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