What makes a good general practice consultation: an exploratory pilot study with people from a low socioeconomic background.

BACKGROUND: Whilst patients from low socioeconomic (SES) backgrounds are at increased risk of developing chronic health conditions, typically managed within general practice, they report less positive consultation experiences with general practitioners (GP). To our knowledge, existing research does not provide an in-depth understanding of GP conducts contribute to positive consultations.

AIM: To identify the factors that patients from low SES backgrounds perceive as essential for creating good consultation experiences.

DESIGN & SETTING: This qualitative research was performed in Melbourne GP clinics.

METHOD: We used an appreciative inquiry approach, focused on positive consultation experiences, previously shown to be helpful for researching sensitive topics. Nine patients with low SES backgrounds who reported positive consultation experiences, undertook a semi-structured qualitative interview whilst watching the video-recording of their GP consultation. Four different GPs were captured in the recordings. Inductive thematic coding was performed by two researchers.

RESULTS: Four categories were developed relating to: (1) the doctor's demeanour and the patient's feelings, (2) the therapeutic relationship, (3) the doctor's therapeutic skill set and (4) communication techniques. In each interview, the discussion about the video-recorded consultation often triggered reflections about previous consultations with the respective GP.

CONCLUSION: For patients from low SES groups, positive consultation experiences were underpinned by perceived continuity of care with a specific GP who consistently showed good communication skills and key interpersonal characteristics. This research is a small step towards increasing our understanding of the experience of individuals with low SES backgrounds in primary care and the existing health inequities within this.