Patients’ expectations of ‘first-contact care’ consultations with nurse and general practitioners in primary care

Redsell, Sarah, Jackson, Clare, Stokes, Tim, Hastings, Adrian and Baker, Richard (2007) Patients’ expectations of ‘first-contact care’ consultations with nurse and general practitioners in primary care. Quality in Primary Care, 15 (1). pp. 5-10. ISSN 1479-1072

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Background Patients’ attending UK primary care

currently receive first-contact care services from

nurses as well as general practitioners (GPs). Although

randomised trials have reported higher

satisfaction following nurse consultations,the relationship

between patients’ prior expectations and satisfaction for nurse consultations has not been fully explored.

Objective To explore patients’ expectations of their consultations with nurses or GPs,whether or not they are met,and their overall satisfaction.

Methods Participants were adults attending general practice for same-day first-contact care consultations during 2004. Qualitative data were collected prior to and up to two weeks after the consultation. Semi-structured interview and constant comparative methods were used in order to explore the issue from the perspective of the participants. The main

themes that emerged from this data set have been reported elsewhere. This paper reports on further analysis of participants’ expectations from the first interviews,w ith whether or not these were met from the second interviews.

Results Twenty-eight participants were interviewed

prior to their consultation,and 19 of these participants were interviewed subsequently. Eighteen paired interviews with either a GP (n = 10) or nurse (n = 8) were used for the analysis. Although participants wanted certainty with regard to the outcome of their consultation,most found it difficult to articulate all their expectations of either the

nurse or GP. Participants knew what to expect from their usual GP,and were generally satisfied with the outcome. They had little experience of nurse-led consultations and lower expectations of them. Retrospectively,most participants were satisfied with their nurse-led consultation.

Conclusion The skills,know ledge and authority of

nurses undertaking first-contact care were not fully

understood by participants,and they may adjust

their expectations to take account of this. Patients

consulting with nurses may report higher satisfaction

rates with nurses because they have fewer

expectations beforehand,and if these are exceeded

in the resulting consultation,their satisfaction is,


Item Type: Article
Schools/Departments: University of Nottingham, UK > Faculty of Medicine and Health Sciences > School of Health Sciences
Depositing User: Redsell, Dr S A
Date Deposited: 04 Jun 2010 17:39
Last Modified: 04 May 2020 20:28

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