Drivers of overall satisfaction with primary care: evidence from the English General Practice Patient Survey

Paddison, Charlotte; Abel, Gary; Roland, Martín; Elliott, Marc N.; Lyratzopoulos, Georgios; Campbell, John

doi:10.1111/hex.12081

Cited by 118 publications

(125 citation statements)

References 27 publications

(44 reference statements)

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“…Based on findings of previous research, 11,13,14 including our work focused on help-seeking for cancer symptoms, 10,19 we chose five attributes of primary care consultations, namely:…”

Section: Attributes and Attribute Levelsmentioning

confidence: 99%

Patients’ preferences for GP consultation for perceived cancer risk in primary care: a discrete choice experiment

et al. 2017

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“…Based on findings of previous research, 11,13,14 including our work focused on help-seeking for cancer symptoms, 10,19 we chose five attributes of primary care consultations, namely:…”

Section: Attributes and Attribute Levelsmentioning

confidence: 99%

Patients’ preferences for GP consultation for perceived cancer risk in primary care: a discrete choice experiment

et al. 2017

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“…Studies on patient-receptionist encounters are often reflective of, or responding to, the stereotype of receptionists as 'dragons' or as 'gatekeepers' that is prominent in media discourse. Some academic research supports this notion by highlighting receptionists' strong intermediary role in their everyday dealing with patients [8,9]. But most studies draw a more nuanced picture, suggesting that particular complexities and constraints in the receptionists' job affect their ability to facilitate patient access [3,6,10].…”

Section: Introductionmentioning

confidence: 99%

“…Hewitt et al's [7,11,12] work is, to the best of our knowledge, the only study of patient care that also analyses real-time interaction, but in faceto-face encounters rather than in initial telephone calls (see also [13,14]). The majority of quality-of-service studies within patient care are based on surveys, self-reports and/or focus groups [9,15]. The disadvantage of such methods is that they fail to explain how and when problems occur in encounters, and therefore we do not know what needs improving or how to improve.…”

Section: Introductionmentioning

confidence: 99%

Patient burden during appointment-making telephone calls to GP practices

Sikveland

Stokoe

Symonds

2016

Patient Education and Counseling

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Objective: This study addresses, for the first time, the effectiveness of receptionists handling incoming calls from patients to access General Practice services. Methods: It is a large-scale qualitative study of three services in the UK. Using conversation analysis, we identified the issue of 'patient burden', which we defined based on the trouble patients display pursuing service. We quantified instances of 'patient burden' using a coding scheme. Results: We demonstrate how 'patient burden' unfolds in two phases of the telephone calls: (i) following an initial rejection of a patient's request; and (ii) following a receptionist's initiation of call closing. Our quantitative analysis shows that the three GP services differ in the frequency of 'patient burden' and reveals a correlation between the proportion of 'patient burden' and independent national satisfaction scores for these surgeries. Conclusion: Unlike post-hoc surveys, our analysis of live calls identifies the communicative practices which may constitute patient (dis)satisfaction. Practice Implications: Through establishing what receptionists handle well or less well in encounters with patients, we propose ways of improving such encounters through training or other forms of intervention.

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“…[1][2][3][4] There is limited understanding whether physicians can transform their communication and relationship behaviors, and how they can accomplish that. The purpose of this study was to find and share physician experiences of change, in their own words.…”

Section: Introductionmentioning

confidence: 99%

Can All Doctors Be Like This? Seven Stories of Communication Transformation Told by Physicians Rated Highest by Patients

Janisse¹,

Tallman²

2017

permj

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Introduction:The top predictors of patient satisfaction with clinical visits are the quality of the physician-patient relationship and the communications contributing to their relationship. How do physicians improve their communication, and what effect does it have on them? This article presents the verbatim stories of seven high-performing physicians describing their transformative change in the areas of communication, connection, and well-being.Methods: Data for this study are based on interviews from a previous study in which a 6-question set was posed, in semistructured 60-minute interviews, to 77 of the highestperforming Permanente Medical Group physicians in 4 Regions on the "Art of Medicine" patient survey. Transformation stories emerged spontaneously during the interviews, and so it was an incidental finding when some physicians identified that they were not always high performing in their communication with patients.Results: Seven different modes of transformation in communication were described by these physicians: a listening tool, an awareness course, finding new meaning in clinical practice, a technologic tool, a sudden insight, a mentor observation, and a physicianas-patient experience.Discussion: These stories illustrate how communication skills can be learned through various activities and experiences that transform physicians into those who are highly successful communicators. All modes result in a change of state-a new way of seeing, of being-and are not just a new tool or a new practice, but a change in state of mind. This state resulted in a marked change of behavior, and a substantial improvement of communication and relationship.

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Drivers of overall satisfaction with primary care: evidence from the English General Practice Patient Survey

Cited by 118 publications

References 27 publications

Patients’ preferences for GP consultation for perceived cancer risk in primary care: a discrete choice experiment

Patients’ preferences for GP consultation for perceived cancer risk in primary care: a discrete choice experiment

Patient burden during appointment-making telephone calls to GP practices

Can All Doctors Be Like This? Seven Stories of Communication Transformation Told by Physicians Rated Highest by Patients

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