Table 1 ROP-Scale’s original items and draft items for this study

Friendliness

How a physician communicates with a patient

1. Asking patient’s name

2. Engaging in social talks

3. Asking about patient’s family

4. Friendliness

5. Giving courage and reassurance

6. Sense of humour

1. Engaging in social talks

2. Friendliness

3. Giving courage and reassurance

4. Sense of humour

Respecting

How a physician explicitly shows respect to a patient

1. Greetings by physician

2. Showing respect explicitly

3. Listening to patient’s complaints completely

4 Listening to patient’s complaints attentively

5. Examining the patient with care

6. Encouraging patient to ask questions

7. Listening attentively to patient’s questions

8. Closing salutation by physician

9. Non-verbal communication by physician

10. Compassionately touching the patient by physician

1. Greetings by physician

2. Showing respect explicitly

3. Listening to patient’s complaints attentively

4. Examining the patient with care

5. Encouraging patient to ask questions

Informing and guiding

How a physician empowers a patient

1. Suggestions on disease prevention and health promotion in general

2. Facilitating follow-up

3. Quantity of issues explained and the quality of explanation

4. Quantity of issues explained

5. Asking patient if s/he understood the explanation

6. Explaining the cause of disease to the patient

7. Explaining the diagnosis of disease to the patient

8. Explaining the prognosis of disease to the patient

9. Explaining the treatment to the patient

10. Explaining the preventive aspects to the patient

1. Facilitating follow-up

2. Explaining the cause of disease to the patient

3. Explaining the diagnosis of disease to the patient

4. Explaining the prognosis of disease to the patient

5. Explaining the treatment to the patient

6. Explaining the preventive aspects to the patient

Gaining trust

How a physician may gain trust of the patients, or refrains from doing something that may breach trust of the patients

1. Earning trust of patients

2. Service oriented, not business-like attitude

3. Not using jargon

4. Not being involved in illegal activities

1. Service oriented, not business-like attitude

2. Not being involved in illegal activities

Financial sensitivity

Understanding financial need of the patients and providing support if needed, going beyond the consultation

1. Considering the socio-economic status of the patient

2. Trying to understand the socio-economic status of the patient

3. Informing the cost of treatment

4. Providing financial assistance if needed

1. Trying to understand the socio-economic status of the patient

2. Informing the cost of treatment

3. Providing financial assistance if needed