Abstract: Objectives: Successful patient-provider communication is
characterized by a high level of congruence between the patient's communication
preferences and the provider's interaction style and is associated with better
treatment results. In this study, a qualitative approach was used to identify relevant
aspects of successful patient-provider communication from the patients' as well
as the providers' viewpoints. (1) What expectations do patients have of
communication with different providers? (2) Are there differences among the
preferences of patients with varying clinical indications and (3) how great is
congruence with the providers¡¯ attitudes about communication? Methods: 57 patients (30 with chronic back pain and 27 with chronic
ischemic heart disease) and 50 providers (17 physicians, 11 nurses, and 22
therapists) were questioned about relevant aspects of patient-provider
communication. The recorded focus groups were transcribed and subjected to a
qualitative content analysis in a multi-stage process using the ATLAS.ti
software. Results: A total of 38 categories of patient preferences were
identified which showed both indication-specific and provider-specific
communication preferences. The most frequently named patient preferences were
related to "providing information", answering "patients' questions", and "taking enough time". 28 (73.7%) of the preferences identified in the patient focus groups
were also mentioned by the providers; however, the providers sometimes
indicated other priorities. Conclusion: The results show not only what patients consider
especially important when communicating with their providers, but also that
patient preferences can differ depending on the provider or indication. Not all
aspects of communication considered important by patients are also named by
providers. This underlines the importance of an individual assessment of
patient preferences that enables providers to adopt patient-centered
communication behavior.
