How Experiencing Preventable Medical Problems Changed Patients’ Interactions With Primary Health Care
Ann Fam Med Elder et al.
3: 537
The Article in Brief
How Experiencing Preventable Medical Problems Changed Patients' Interactions With Primary Health Care
Nancy C. Elder, MD, MSPH
, and colleagues
Background This study examines patients’ experiences with problems in the primary care doctor’s office they believe could be prevented. In particular, the study looks at whether the patients were affected emotionally by the problems and whether the experience changed their health care behavior. Twenty-four patients were interviewed for the study.
What This Study Found Patients report 3 groups of preventable errors, including communication problems (such as rudeness by doctors or miscommunication with an insurance company), administrative problems (such as long waits in the waiting room or telephone problems), and medical care problems (such as medication problems or a missed diagnosis). These experiences lead patients to feel anger, mistrust and resignation. They respond by avoiding going to the doctor, learning to deal with the problems, preparing for the problems, or advocating (such as getting a second opinion).
Implications
- Understanding how patients react to preventable problems can help strengthen the relationship between patients and doctors and improve the way the health care is delivered.
