quality reports : Patient Experiences


Quality Insights:
2009 Patient Experiences in Primary Care

Care from Personal Doctors:
How Well Doctors Communicate with Patients

What this quality measure means...

Communication between patients and their doctors makes a big difference in healthcare. It can affect how patients feel about their doctors - whether their doctors seem well informed and caring. Communication can also affect care - whether patients understand health information well enough to follow directions.

MHQP measured how well doctors communicate with their patients by asking 6 questions:

In the last 12 months...

  • How often did your (or your child's) doctor explain things in a way that was easy to understand?
  • How often did your (or your child's) doctor listen carefully to you?
  • How often did your (or your child's) doctor give you clear instructions about what to do to take care of the health problems or symptoms that were bothering you?
  • How often did your (or your child's) doctor give you clear instructions about what to do if your symptoms got worse or came back?
  • How often did your (or your child's) doctor show respect for what you had to say?
  • How often did your (or your child's) doctor spend enough time with you?

Ways your doctor can help...

  • Clearly explain medical problems. When you go to the doctor because of a medical problem (feeling sick, or concerned about symptoms) he or she can explain: what the problem is, or might be; how to diagnose the problem; ways you can care for yourself; what medicines to take and how to take them; and when you can expect to feel better.
  • Listen carefully. Your doctor can pay close attention to what you say. Sometimes he or she will repeat back what you said or ask more questions. Your doctor is also likely to write notes in your chart or enter information in the computer to remember what was discussed.
  • Show respect. This means that the doctor is concerned about your feelings, beliefs, and values. He or she should keep these in mind when talking about your treatment and care.
  • Spend enough time with you. It is true that doctors are very busy. But he or she can spend enough time with you to understand your problems and explain your treatment choices.

Ways you can help...

  • Give complete and accurate information. This includes answering all the doctor's questions about your health. If you are going to the doctor because of a medical problem, he or she will want to know about your symptoms including when they started, what they feel like, and how long they last. It helps if you think about these questions ahead of time so you can give complete and accurate answers.
  • Ask all your questions and make sure you understand the answers. Before your appointment, make a list of all the questions you want to ask. During the appointment, take notes of what the doctor says. You might also want to bring someone with you to help ask questions, listen, and remember. Let your doctor know if you are confused or do not understand what he or she says.
  • Speak up if you feel that your doctor is not showing respect or spending enough time with you. It can be hard to speak up about concerns like these. You might begin by telling your doctor you have questions and concerns. And then ask for extra time to talk - perhaps in a second appointment or by phone.

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