Journal of Nonverbal Behavior

, Volume 32, Issue 1, pp 1–20

The Provider’s Voice: Patient Satisfaction and the Content-filtered Speech of Nurses and Physicians in Primary Medical Care

  • Kelly B. Haskard
  • Summer L. Williams
  • M. Robin DiMatteo
  • John Heritage
  • Robert Rosenthal
Original Paper


Two studies examined vocal affect in medical providers’ and patients’ content-filtered (CF) speech. A digital methodology for content-filtering and a set of reliable global affect rating scales for CF voice were developed. In Study 1, ratings of affect in physicians’ CF voice correlated with patients’ satisfaction, perceptions of choice/control, medication adherence, mental and physical health, and physicians’ satisfaction. In Study 2, ratings of affect in the CF voices of physicians and nurses correlated with their patients’ satisfaction, and the CF voices of nurses and patients reflected their satisfaction. Voice tone ratings of providers and patients were intercorrelated, suggesting reciprocity in their vocal affective communication.


Voice tone Provider-patient communication Content-filtered speech Patient satisfaction 


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Copyright information

© Springer Science+Business Media, LLC 2007

Authors and Affiliations

  • Kelly B. Haskard
    • 1
  • Summer L. Williams
    • 2
  • M. Robin DiMatteo
    • 2
  • John Heritage
    • 3
  • Robert Rosenthal
    • 2
  1. 1.Department of PsychologyTexas State UniversitySan MarcosUSA
  2. 2.Department of PsychologyUniversity of CaliforniaRiversideUSA
  3. 3.Department of SociologyUniversity of CaliforniaLos AngelesUSA

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