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Delivering services in the 21st century

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1M. Alhajji, 2A. Jeffrey, 1A. Datta. 1Hull York Medical School, York Hospital Foundation Trust, York, UK, 2Northampton General Hospital, Northampton, UK

Patient perspective is an important component of quality assessment of service offered by hospitals and individual clinicians. This is topical in the UK for revalidation of doctors. Recently, patient satisfaction has been measured in consultations in primary care.1 However, as yet unanswered are the aspects of consultations which patients value most.

We used a tablet PC (Customer Research Technologies) for 106 respiratory patients to answer the Consultation Specific Questionnaire (CSQ) on 5-point categorical scales for how important they value aspects of the consultation (very important to not at all important) and how well that aspect was achieved (strongly agree to strongly disagree) by four consultants and two SpRs over 10 weeks in a teaching hospital.

Anonymised questionnaires were completed in a median of 264 s (range 142–775). When questions were rank-ordered by outcome score, the lowest outcomes were achieved in shortage of time and inability to discuss private matters. Patients ranked being told everything about their treatment, checking matters with them and belief in the correctness of doctors’ advice as being most important to them. There was no correlation of outcome with importance of any aspect of the consultation. The questions were clustered into general satisfaction (3Q), professional care (6Q), depth of relationship (5Q) and length of consultation (3Q) domains. Table 1 shows, for each domain, the percentage of patients strongly agreeing or agreeing that the doctors fulfilled the questions and the percentage of patients who felt that the domain was important or strongly important to them.

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Abstract P35 Table 1

We conclude that patients value clinicians checking questions with them and being told everything about their treatment most, and suggest that doctors place more emphasis on …

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