Skip to main content

Table 2 Final code list with definitions and examples per code

From: Patients’ views on changes in doctor-patient communication between 1982 and 2001: a mixed-methods study

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