Netherlands Institute for Health Services Research, Utrecht, The Netherlands.
Patient Educ Couns. 2011 Sep;84(3):287-93. doi: 10.1016/j.pec.2011.06.008. Epub 2011 Jul 26.
The aim of this study is to generate empirically based 'tips' from lay people on how medical consultations could become more successful from a patient perspective.
258 Lay people in the United Kingdom, Italy, Belgium and the Netherlands, distributed over 32 focus groups, were invited to formulate 'tips' for doctors as well as patients after rating the quality of communication from videotaped consultations and discussing their arguments in focus groups.
Tips were remarkably similar across the four countries. Most tips reflect the professional literature, such as the importance of nonverbal communication, personal attention and empathy, but also addressed issues as how to deal with new technologies and new accessibility arrangements (triage). The tips were targeted to the consultation itself, its preparation and the aftercare. Tips for doctors were mirrored in tips for patients.
Lay people seem to be competent in participating in quality-of-care debates. They are well aware of patients' own responsibilities. Besides, they have clear opinions about novel technology and healthcare arrangements (triage).
Listening to patients, showing empathy and personal attention seem to have a universal value. Doctors should be trained to practice these behaviors, healthcare managers in involving patients in practice reorganisations.
本研究旨在从患者角度出发，通过实证研究得出一些关于如何使医疗咨询更成功的建议。
邀请来自英国、意大利、比利时和荷兰的 258 名普通民众参加 32 个焦点小组，在观看了录像咨询并在焦点小组中讨论了他们的观点后，对沟通质量进行评分，并为医生和患者制定“建议”。
这些建议在四个国家非常相似。大多数建议都反映了专业文献，例如非言语沟通、个人关注和同理心的重要性，但也涉及如何处理新技术和新可及性安排（分诊）等问题。这些建议针对咨询本身、咨询准备和后续护理。医生的建议与患者的建议相呼应。
普通民众似乎有能力参与医疗质量的讨论。他们非常清楚患者自身的责任。此外，他们对新技术和医疗安排（分诊）有明确的看法。
倾听患者的意见、表现出同理心和个人关注似乎具有普遍价值。医生应接受培训以实践这些行为，医疗保健管理人员应参与患者的实践组织。
