Satisfying the patient in primary care: a postal survey following a recent consultation

Abstract

Communication with patients in general practice is influenced by the fabric, policies and reception staff in the practice as much as by the skills and resources of the care provider. Seeking patients' opinions about the practice within the context of a recent telephone consultation unearthed conflicting desires that cannot be satisfied given existing resources in the National Health Service (NHS). Patients favour a speedy, convenient and above all, tailored service. This may be impossible to deliver universally. Attention to the non-doctor aspects of the service may enhance the ability of practitioners to enable patients to cope with illness. The data suggest that patients are not universally satisfied with the service provided and that it would be naive to attempt to please them all.

Where the joy comes from: a qualitative exploration of deep GP-patient relationships

“…This aligns with previous research showing that communication with patients was influenced as much by practice policies and reception staff as by the GP themselves. [ 40 ] Our findings suggest that cohesion between practice and GP was variable. Fostering this cohesion is likely to become increasingly important with current moves toward team-based general practice primary care.…”

Do Not Judge According to Appearance: Patients— Preference of a Doctor's Face Does Not Influence Their Assessment of the Patient–doctor Relationship

“…Complementary and alternative medicine (CAM) might meet more mundane patient needs which may enable patients to cope better with illness, such as speed and convenience of access and a tailored service. 28 Acupuncture treatment has been characterised by the elaborate and comprehensive communication between the acupuncturist and the patient. 29 It was also reported that patients rated practitioner appearance and explanatory literature as very important factors in shaping first impressions and influencing their confidence in the complementary practice.…”

Cultural aspects of the patient–doctor relationship

“…The problem arises when doctors see patients as sick people from whom to extract information or to whom to impart advice, and they therefore ignore a vital purpose of communication, which is to initiate and enhance the relationship with their patients (Persaud, 2005). Long and Jiwa (2004) found that in 25% of medical consultations, the chief concerns of patients had not been elicited and 40% of cancer specialists in the study by Fallowfield et al . (2002) were found to agree that patients preferred not to know too much about their condition, even if the patients said otherwise.…”