The following approaches are practical examples of how health professionals in primary care can make a difference. Many health professionals are already doing these.

Organise the delivery of services around patient preferences

A large Australian survey found that people’s expectations of general practice included choice of GP, open discussion with the GP and the opportunity to get more information about diagnosis, treatment options, referral options and community-based support services.¹¹ The core list of attributes of patient-centred general practice identified in this survey (Table 1) were similar to those proposed and promoted in the USA.²

Similar findings have been reported elsewhere. A UK study found that people with asthma want access to a clinic near home, a doctor who listens to them, to be treated as a whole person, to see the same doctor on each visit, to receive information about the prescribed treatment, to be confident in the doctor’s skills and ability, to be in control of treatment decisions, and for care to be financially affordable.¹²

Improved attendance at consultations might be achieved by providing services outside normal working hours, group support and regular follow up.

Table 1. What patients want

An Australian study found that consumers’ expectations of general practice include the following:¹¹

• Better communication with GPs, including the opportunity for open discussions within the consultation about diagnosis, treatment options and medical terminology, and to get more information as desired

• A choice of GPs, catering for a range of cultural and gender-related preferences

•  A GP who treats them with respect

• Clear information about their disease condition, all relevant treatment and medication options, in both written and spoken formats

• The opportunity for discussion with the GP about referrals, further medical tests and related options

• The opportunity to ask information of and share information with the GP about allied health professionals, community health services and other health professionals

• Information at the time of consultation about costs of the visit, treatment and prescriptions • Access to language interpreter services for those who need them

• Access to special care and communication strategies for those with a hearing impairment, intellectual disability or other special needs

• GP-initiated links with community-based support services

• Access to more shared care between GPs and other disciplines

• More communication between GPs and consumer organisations

• An emphasis on illness prevention and health promotion, including access to education sessions

• After hours services provided by their own GP practice

• The opportunity to contact the GP by telephone as necessary

• Reasonable waiting times at the practice Easy physical access to the practice

• Clear, accurate and easily understood medical records, written information and instructions including prescriptions

• Access to personal health information

• Appropriate recall systems

• Use of information technology to provide patients and doctors with relevant information on the most appropriate treatment

• Bulk-billing options to ensure equity of access

Content Updated June 2007