1. Patient satisfaction surveys | Health services research | What do patients describe as important in their healthcare experience? | Interviews, focus groups | Service transaction: What are the ‘customers’ in the consultation looking for; what proportion of them are receiving it; and do health outcomes improve if they get it?15–17 Some instruments include measures of patients’ perceptions of patient centredness or shared decision making. |
Of themes identified as ‘important’, what is the contribution of each to satisfaction and/or health outcome? | Survey development with main focus on closed-item questionnaires oriented to hypothesis testing |
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2. Rate-your-relationship surveys | Social and clinical psychology | What do patients describe as important in the relationship they have with their practitioner, and what do these constructs predict? | As above – preliminary qualitative studies followed by survey development | Quantifying the subjective experience: What level of trust, compassion and interpersonal warmth does the patient feel is present?18–21 |
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3. Interaction analysis | Cognitive and social psychology | What proportion of talk falls into what category (eg, ‘care talk’, ‘cure talk’, ‘patient focused’, ‘doctor focused’)? | Interaction analysis (coding of transcript into categories of talk and non-verbal exchange) | Types of talk: What types of talk are occurring in the consultation and how much time is spent on each type?21 To what extent is talk patient centred and/or to what extent is decision making shared?23 24 |