Patient-centred care provided by general practitioners: experiences and perceptions of patients and providers

Abstract

Background: Patient-centred care (PCC) is widely acknowledged to be a key component of high-quality care, desired by patients, general practitioners (GPs) and policy-makers. A greater understanding of both the patient and practitioner experience of PCC has the potential to support the adoption and implementation of PCC in practice. Aim/Objectives: To investigate the perceptions and experiences of patient advocates and GPs regarding PCC. Methods: This study employed qualitative description in a social constructivist/interpretivist paradigm. Participants were purposively sampled from six primary care organisations in south east Queensland/northern New South Wales. Questions within focus groups followed a structured guide developed by the research team and pilot tested with patients before use. Data was analysed thematically using a constant-comparison approach. Findings: Three focus groups with 15 patient advocates and three focus groups with 12 GPs were conducted before data saturation was obtained. Five themes emerged: (1) understanding of patient centred care is varied and personal, (2) valuing humanistic care, (3) considering the system and collaborating in care, (4) optimising the general practice environment, and (5) support for PCC needs to be embedded into training. Implications: Our findings emphasise that a person’s understanding of PCC is highly individual. The lived experience of patients is a valuable and untapped resource; and GPs and general practices could work with patients on initiatives to support PCC. Work is needed to create novel interventions which expose GPs to unique feedback from patients, promote GP self-reflection on PCC and assess the patient-centeredness of the practice environment.