Revisão integrativa sobre empatia de fisioterapeutas e satisfação de pacientes

Abstract

Introduction: Empathy is a fundamental skill for providing proper, welcoming, and humanized clinical care. This ability, studied by various fields of knowledge, can be understood as a personal trait that is enhanced throughout an individual's journey. The concept of patient satisfaction is complex, as it can encompass different aspects of care, the professional's technical competence, communication, the infrastructure of the facility, and the availability of the service, all related to the person's expectations. Objective: To identify the importance of empathy, considering the social and professional skills of physiotherapy students and professionals, and its relationship with the satisfaction of the patients treated. Method: This is a literature review based on articles from the Periódicos Capes database, considering studies that address the relationship between empathy and patient satisfaction in physiotherapy. The search strategies included the keywords: “satisfaction OR preference OR perspective”; AND “empathy OR social skill OR skill OR compassion”; AND “physiotherapy”. Results: Six articles were analyzed out of 81 identified by the database during the months of October and November 2024. The findings indicate that patient satisfaction is directly associated with the empathy demonstrated by professionals and humanized care. Furthermore, factors such as reception, respect, and effective communication contribute to better treatment adherence and positively influence clinical outcomes. Discussion: Patient satisfaction can be influenced by different aspects of care, with the patient being satisfied with the professional but dissatisfied with the infrastructure, for example. Humanizing care through empathy and the development of social and professional skills is essential for the positive perception of physiotherapy services. Conclusion: The findings of this integrative review highlight that the physiotherapist's empathy is a determining factor for greater patient satisfaction in physiotherapy treatment. The presence of skills such as active listening, effective communication, and respect strengthens treatment adherence and improves clinical outcomes