To recommend the local primary health-care centre or not: what importance do patients attach to initial contact quality, staff continuity and responsive staff encounters?

Abstract

Striving for stable and responsive patient/staff relationships and an open approach towards patients are potentially successful strategies for primary healthcare centres seeking to attract new patients and maintain current ones.

Evaluation of Flexible and Integrative Psychiatric Treatment Models in Germany—A Mixed-Method Patient and Staff-Oriented Exploratory Study

“…Similarly, a recent study of stakeholders' views on critical components and implementation of CRT and HT in England suggested that continuity of care should be prioritized in service improvements (46). Indeed, continuity of care is widely considered to be a central indicator of successful, integrated community services (47–49). Ongoing care increased the likelihood that patients would recommend their clinic to others (49).…”

“…Indeed, continuity of care is widely considered to be a central indicator of successful, integrated community services (47–49). Ongoing care increased the likelihood that patients would recommend their clinic to others (49). Finally, a number of official inquiries into suicides and homicides by psychiatric patients suggested that a lack of continuity of care may have been a central factor in these catastrophic outcomes (50, 51).…”

Trust in the early chain of healthcare: lifeworld hermeneutics from the patient’s perspective

“…Instead, the professional caring relationship appears to be the most significant issue, to the extent that medical treatment was not mentioned at all when the participants were asked about their experiences. Similar situations have been discussed by Abrahamsson, Berg, Jutengren, and Johnsson (2015) and they state that even if the medical treatment is successful, it cannot compensate for the lack of a caring approach, because perceptions of a care situation are not limited to the treatment situation. The patient probably takes into account several impressions during all stages of the healthcare process, including accessibility, convenience and the feeling of being well received by the caregivers.…”

“…Caring relationships may help patients to understand themselves and the situation, and thereby strengthen their capability and power to seek care at the right level, as shown in this study. Further research has shown that continuity among caregivers also increases opportunities for winning the patient’s trust, by increasing understanding of individual needs (Abrahamsson et al, 2015; Bultzingslöwen et al, 2006; Redsell, Stokes, Jackson, & Baker, 2007). …”

Patient organizations and primary care development: reflections by patients with chronic diseases

“…Also Abrahamsson et al 16 showed that interpersonal aspects of consultations are important for patient satisfaction, such as contact quality, relationship continuity and responsiveness of the encounter, regardless of whether met with a nurse or a physician. 16 In another systematic review to find measures of patient's active participation in encounters with health care, three conceptual frameworks were identified as empowerment and self-efficacy, therapeutic alliance and satisfaction. 17 Additionally, to look for evidence on the effects of use of services, quality of care and health of patients has been underlined.…”