Abstract
BackgroundMore than half of Australian adults manage one or more chronic conditions through ongoing interactions with general practitioners (GPs). Their experience of general practice interactions has important implications for their health outcomes and is thus important to explore in‐depth. Consumer expectations have emerged as a key consideration in this regard. How well they met in care settings can inform consumers' satisfaction and response to the care received. However, consumer expectations in Australian general practice are not well researched.ObjectiveTo identify key consumer expectations in clinical interactions in Australian general practice based on consumer and GP perspectives.DesignQualitative, phenomenological approach using thematic analysis of semi‐structured interviews.Setting and participantsThirty‐one participants: 18 patients with one or more chronic (persisting > 6 months) conditions, 10 GPs and 3 GP registrars in Sydney, Australia.ResultsConsumer expectations were strongly related to the context of their ongoing therapeutic relationship with a regular GP. Themes relating to some of the most commonly reported consumer expectations were as follows: (a) the importance of longevity and continuity; (b) having good rapport; (c) GP's respect for consumer opinions and expertise; (d) having effective communication; and (e) addressing mental health.ConclusionAustralian GPs and consumers prioritize a positive, long‐term clinical relationship in which they respect one another and can communicate their expectations freely. This has implications for consumer satisfaction and in turn ensuring relational continuity, which is particularly relevant to the ongoing care and management of consumers with chronic conditions.
Highlights
The burden of chronic conditions is a major problem in developed countries
The value of consumer-reported quality of care has been widely documented in literature: consumers who report high quality of care have been shown to have better rates of treatment adherence,[8,9] improved self-management skills,[10] greater motivation to manage care[11] and a positive, ongoing relationship with their GP12 – factors that are critical to good chronic disease management
Our findings show that general practitioners (GPs) endeavour to negotiate with and manage consumer expectations partly to ensure they return
Summary
The burden of chronic conditions is a major problem in developed countries. Globally, close to three out of four older adults live with multiple chronic conditions.[1]. They play a important role in the care of individuals living with one or more chronic conditions, who require a multitude of services to manage their symptoms and illnesses As such, these consumers tend to have regular and routine interactions with GPs, usually on a long-term basis,[7] and understanding their perception and experience of these interactions can provide a useful insight into the quality of care in general practice. Conclusion: Australian GPs and consumers prioritize a positive, long-term clinical relationship in which they respect one another and can communicate their expectations freely This has implications for consumer satisfaction and in turn ensuring relational continuity, which is relevant to the ongoing care and management of consumers with chronic conditions
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