General communication characteristics | ||
---|---|---|
Code | Definition | Examples |
Preparing patient | Preparing and directing patients by announcing examination or provide structure in the consultation | + GP: “I am going to take your blood pressure” |
- Does not announce what he is going to examine | ||
Asking questions | Questions by the GP that refer to the medical complaint or psychosocial aspects related to the complaint | + The doctor asked about her leg cramps |
- Did not ask relevant questions | ||
Explaining | Giving explanations about the medical complaint, examination, or psychosocial aspects of the complaint | + Explains the function of the medicine |
- Did not mention the blood pressure after examination | ||
Working efficiently | Working efficiently and being organized | + Immediately comes to the point talking about the ECG |
- Was very busy with paper work before he could give attention to the patient | ||
Taking time for patient | Being patient and calm | + Takes a lot of time for the patient |
- Is fast, hurried, and uninterested | ||
Talking intelligibly | Any comments on talking intelligibly; patient unable to understand what GP is saying | + Clearly pronouncing the sentences because of patient’s deafness |
- Talking too softly and not finishing his sentences | ||
Communicating appropriately | General comments on communication and the words used by the GP | + Very relaxed communication between doctor and patient |
- GP is too nonchalant | ||
Biomedical quality | ||
Code | Definition | Examples |
Decision making | Deciding on a treatment, giving advice, prescribing medicine | + Gives multiple options, lets the patient make a choice |
- Does not give an advice | ||
Performing correctly | Technically good performance, proceeding correctly | + Takes the initiative to measure blood pressure |
- Does not examine the shoulder | ||
Psychosocial quality | ||
Code | Definition | Examples |
Being alert to psychosocial signals | Noticing psychosocial signals, paying attention to patient’s mental state | + He identifies the concerns of the patient |
- GP does not react when Mrs says that she does not sleep well because of tension | ||
Giving advice | Giving advice on psychosocial aspects of the complaint | + Patient gets a referral to psychologist |
- Only gives brief information about whether or not the patient can go back to work | ||
Interpersonal quality | ||
Code | Definition | Examples |
Offering continuity | Being familiar with the patient and knowing patient’s personal background | + Recaps what was discussed in the past |
- Not well informed about the patient’s medical history | ||
Being involved | Showing sincere involvement and adopting a personal approach | + Asks how patient experienced her recent hospitalization |
- Very business-like | ||
Treating respectfully | Being polite; being friendly; taking time to greet patient | + Speaks very respectfully to older lady |
- Does not greet the patient at the start of the consultation | ||
Listening attentively | Paying full attention to patient; listening; showing interest; not permitting distraction by telephone interruptions | + Shows interest in the patient |
- There is not much eye contact | ||
Reassuring | Verbally and non-verbally showing reassurance and support | + Reassures patient by saying ‘You don’t have to worry’ |
- Tense atmosphere; which does not reassure the patient | ||
Treating patient as equal | Taking patient seriously; not being arrogant or patronizing | + Takes the patient seriously |
- The GP talked about the patient and did not put much effort in establishing contact with the patient | ||
Following the patient’s story | Being patient-centered; reacting to the patient’s input; taking patient’s view into account | + Reacts to patient’s comments |
- Rejects all suggestions by the patient (e.g. taking vitamin supplements) | ||
Showing appraisal | Giving compliments; show appraisal | + Gives a compliment about quitting smoking |
- Did not react to the fact that patient lost weight | ||
Respecting privacy | Dealing correctly with confidentiality | + GP says: I’d rather give it [prescription] to the person who is going to use it |
- It is not professional to talk about other patients during the consultation |