Scottish GP Patient Experience Survey 2009/10, Volume 3: Findings from the Analysis of Patient Comments

5 Consultation with Doctors

5.1 Comments in this theme covered all aspects of the consultation with doctors. This category is formed the third largest group of comments; 7,578 of comments were left (18 per cent of all comments). Unlike some of the other groups of comments, the 'Doctor' category comprised more positive comments than negative ones.

5.2 The main findings from the national report support this, with 94 per cent of patients agreeing or strongly agreeing that their doctor listened to them. However, fewer patients agreed or strongly agreed that they had enough time with the doctor (87 per cent).

5.3 Within the group of positive comments, the themes patients identified were:

• general praise for doctors and quality of the service they provide;
• doctors commitment in going 'above and beyond' call of duty;
• doctors providing clear and full explanations;
• being treated as an individual;
• doctors spending as much time as is needed - not being rushed out the door.

5.4 Within the group of negative comments, the themes identified were:

• attitude of some doctors (e.g. depends which doctor, feel too rushed, appear disinterested, etc);
• lack of explanations for illness;
• tendency to prescribe drugs;
• some doctors do not listen to patient or do not take them seriously enough, in some cases leading to misdiagnosis;
• mental health problems not being dealt with in an appropriate manner - lack of understanding and a range of treatment options.

5.5 The majority of the positive comments were, overall, quite general. This also applies to a number of the negative comments. They were either basic praise or basic criticism, for example;

"Best doctors ever."

"Care provided by my GP very poor"

5.6 Many of the other positive comments, praised doctors for their commitment to their work;

"Our G.P. has given our family excellent service. He has always gone above and beyond the call of duty and shown great consideration and understanding."

5.7 Positive comments also suggested that patients appreciate it when doctors explain their treatment to them in way in which they understand.

"My GP is excellent at taking the time to explain absolutely everything so that I understand what or why something is happening to my body plus any medications and possible side effects."

5.8 This closely relates to other positive comments which suggested that doctors treat patients as individuals and that patients are afforded as much time as is required with the doctor.

"I am treated as an individual at all times and I never feel hurried or rushed at any time and feel completely confident in my doctor who never makes me feel as if I am just another patient."

5.9 While many patients praised the doctors at their practice for their approach, attitudes and time spent with patients, those who were negative tended to suggest the reverse of this. Most of the negative comments tended to be general and fairly short.

5.10 Some of the negative comments included concerns about people being unhappy with doctors for just writing out prescriptions rather than looking into causes and alternative treatments;

"The doctors are too keen to prescribe medication to attempt to treat the symptoms rather than find out what the problem is and the cause to try to eliminate the cause!"

5.11 There were also comments which suggested that some doctors did not take the time to listen to patients. Some patients suggested that this resulted in the patient not always receiving appropriate diagnosis or treatment.

"Feel that doctor's (GP) don't listen to what I'm saying what I try to explain what's wrong with me. Sometimes I don't think they believe anything I say."

5.12 A smaller but nonetheless important negative theme within the doctor category was dealing with mental health concerns. Concerns related to the treatment of mental health issues. For example, some comments detailed stories of people feeling as if they were not being taken seriously when approaching their GP with concerns regarding mental health issues such as depression. It was often mentioned that GPs were too quick to prescribe anti-depressants than to look any deeper into the cause of the patients' mental health issues.

'" some times feel that the doctor/nurse could listen to my concerns more about medication they prescribe for me. I also feel that they should offer additional support or counselling for depression and bereavement."

Summary

5.13 'Doctor' was the third largest group of comments, representing 18 per cent of all comments. The majority of comments were positive which corresponds with the main statistical findings. Most of the comments left by patients suggested general praise for doctor, particularly around the quality of service provided by GPs, taking time to listen to patients and their commitment and efforts to accommodate patient needs.

5.14 A fewer number of patients left negative comments, but those that did tended to suggest instances where doctors did not demonstrate the positive behaviours described above. Some patients also identified problems around the treatment of mental health problems, for example a perception that some doctors may be too quick to prescribe medicines rather than look into causes and consider other treatments.