What do you like/dislike during a medical consultation?

[Adviceaboutthis]

Hi!

I want to keep this anonymous but I’ll try and give as much information as I can!

im studying for a degree where I’ll eventually work as a healthcare professional in a sort of clinic setting, seeing and treating patients during appointments (think along the lines of GP or podiatrist appointments)

obviously we get taught at university about how to speak to people and help people, how not to cause upset and just generally how to be a professional and nice person and how to help patients in an emotional and practical sense. But I’m always worried that I could do more to help or be nice or that maybe there are things some people don’t like so I thought I’d just ask here!

Is there anything small that would help you, as a patient, during a clinical appointment? I don’t mean specific clinical knowledge or details, but was there ever anything a medical professional did that was particularly helpful or made a difference? Or on the other hand, made things worse or you didn’t like? For example, I remember a doctor recognising I was worried about a procedure and chatting to me about my pets and just generally being kind to take my mind off it despite how busy they were and i remember how much it helped me. I also remember another doctor saying yeah yeah yeah as I was talking and I felt like they were dismissing me and telling me to shut up

hope this makes sense! I just want to try and be the best I can be :)

Talking slowly and clearly.
I'm hearing impaired and consultations always challenge me.
Asking at the end if anything needs repeating/ or providing a overview of what has been said.

I don't like feeling patronised. I no longer go for appointments with the asthma nurse as I always end up having a polite argument with them (different nurses, various surgeries over the years).

The best nurses I have dealt with treat you like an educated person who can understand.

I was also patronised by a male GP once who basically wrote me off as a silly woman getting her knickers in a twist (he was old school and is now retired and I've never come across anyone like him again)

Tell the patient your name! I find it very odd that many medics plough straight into a consultation without introducing themselves. If you've booked an appointment with a specific person, fine, but if all you know is that you are seeing "the podiatrist" or "the consultant or one of his/her team" then it creates a real power imbalance if the medic just ploughs on without explaining who they are and what their role is.

I also don’t like being patronised. I recently went for a consultation with my GP for HRT and I felt like she wasted too much time talking to me about a healthy lifestyle ie. It’s good to exercise. Yeah I know 🙄I felt like she “stole” my time a bit telling me things I already knew and most people know. I sometimes think GPs think their patients are really stupid .

Look at me whilst I'm talking. The last couple of times I've been to see my GP they have been typing as I've been explaining my symptoms. I know it's likely a time saving exercise, but it really makes me feel like I'm not being listened too.

I saw one particular GP 3 times. He was dismissive and rude the first 2 times....the 3rd time he was really nice and attentive. At the end of that consultation he asked me to complete a patient satisfaction survey, which explained the change in personality! I complained to the surgery after that; turns out they'd had a number of complaints about his manner.

The the most meaningful interaction I had was this year. I'd gone with tonsillitis, but ended up skirting around that I'd been struggling with some anxiety. She really zoned in on it & coaxed it out of me, sharing her own struggles & making some recommendations on how to treat it. I can't tell you how much better I felt after the conversation. Just feeling like someone had really listened helped massively.

Yes to introducing yourself.

Give the patient enough time to get dressed after an examination before ushering them out 😬

Ask them about any lifestyle issues that might affect their condition - in other words, be holistic

Ask them what they think it is / what they’re worried it might be. I know GPs etc hate this, but often patients know their bodies pretty well and might have a theory as to what’s wrong. A GP asked me once ‘what are you worried it might be’ and I was able to answer ‘I’m worried it’s xxx’ and she was able to explain how they were going to rule that out. It was such a relief to voice that fear!

Re typing during GP consultation, I don't think it is possible to get through the number of booked patients otherwise. Might have to cut your GP some slack there. Its the awful system they work in.

being spoken to as an adult - as a pp has mentioned, it;s generally specialist nurses rather than GPs that do this.
Using the appropriate medical terms - I don't need nursery euphemisms, if you use a phrase or term that I don;t understand, I have a tongue in my head, I will ask.

If you ask them a question don't interrupt when they answer you (and I don't mean if the patient is waffling on but countless times I've been asked a question and then they talk over my short answer).

Recognise that if you are talking to the parent of a chronically ill child they probably know more about that illness than most medical professionals and their thoughts and opinions should be listened to (again, within reason).

Ask them about any lifestyle issues that might affect their condition - in other words, be holistic

to a point, but every time I fill out an econsult form, I get asked how many units of alcohol I drink, whether I gamble, and if I smoke.
Over the last 30 years I must have told the same GP practice I don't smoke and never have done a gazillion times.

as a clinician let me just say - find your own style and just go with that. You can NEVER please everyone and tbh patients will pick fault and complain no matter how much you bend over backwards and how hard you try. So just be yourself - it’s a long career and most people appreciate the authenticity. How people react to you is as much about your communication as it is if they had to wait for an appointment or if they’re stressed or if they think the reception staff were rude or how much they pay for the appointment so don’t take on responsibility for everyone’s happiness or you’ll burn out QUICKLY.

Introduce yourself.

Listen with two ears and one mouth.

I appreciate HCPs are very busy, but really the basics of manners and listening to the patient make the world of difference to the experience.

I have a rare condition. When I mention it, the good professionals ask me about it and listen to my answer. The bad ones don’t pick up on it or assume they know about it already.

Empathy. My best experience of a helpful GP was one who couldn’t actually solve my problem (it couldn’t be solved), but she showed empathy and understanding. I felt better just because I felt she cared.

This in a nutshell OP.

Really oddly specific but assumptions about people accompanying you to appointments. I went to a GP appointment once with my younger sister who has learning difficulties and needs some help expressing and explaining herself and the Dr asked 'are you her carer?' which really upset my sister as it made her feel like her difficulties were really obvious and apparent. A simple 'what's the relationship between you?' Or words to that effect would have been a much more tactful way of approaching the issue. Would have saved my sister some embarrassment.

Listen, really listen, to what the patient is saying and process it. Don't just wait for me to stop talking before you say the thing you'd have said if I hadn't said a word.

Kindness & empathy are good. Being patronising and giving off vibes that you are the only person who knows anything are not good.

Treat me like an intelligent person with agency. Ask what I want and take it into account, explaining how you have done it.

I have a long-term condition and my consultant is excellent: does all the above and is really efficient about things too. Her clinics do run over, but no one minds as we know we will get the time we need when we need it.

I had a great GP appointment recently, she was straight down the line with me, told me to consider losing weight, told me she was doing a screen for bowel cancer based on some of my symptoms, I really hate it when they try to hide things (I understand why they do this though) and when you have to go for blood tests and have no idea what they're testing for and feel like you're not allowed to ask

But then someone I know the doctors strongly suspected cancer and told her so and it ended up being something else and everyone was complaining that they scared her by telling her that so I guess you can't win as a HCP really.

Be supportive and encouraging when people make lifestyle changes. My nurse was so positive when I managed to lose weight

And show respect and consideration for anxious patients. It takes some people a lot of courage to attend the clinic. Kindness goes a long way

Introduce yourself and explain your role and the purpose of the appointment. Do not refer to a woman as “mum”.

listen

inivte questions

explain next steps

People are told ‘you do not mention weight to me’ and the reason for it I loathe my body and don’t do mirrors. So no weight diet talk ever.

The last couple of times I've been to see my GP they have been typing as I've been explaining my symptoms. I know it's likely a time saving exercise, but it really makes me feel like I'm not being listened too.

and yet, that reassures me that what I am saying is being recorded - which is very helpful sometimes, when you next go in.

As this thread has shown already, what one person likes, really annoys another, so I'd follow @Choppies advice.

Accepting that when upset or worried or nervous about a procedure you might like to stay silent As a coping mechanism. Not bullying the person into being chatty.

Listening.

Not asking some one having a contraction a question that need an answer (experienced midwives know to wait).

Not trying to normalise something
That is very abnormal to the patient

Giving information about what you are doing, in terms of both the procedure and how it works and what it's testing for. If the symptoms come with a variety of different conditions/condition types (i.e. it can be linked to diabetes, to gynaecological problem, endocrine abnormalities, etc.) go through them with the patient (maybe the patient is particularly concerned about one type because of a family history, which might then make it more likely) and if you are prioritising testing for particular causes as more likely, explain why. In general make it clear what you are doing to try to diagnose or treat whatever problem the patient has come in with and what your next steps will be if your first step of tests don't suggest anything and the problem persists for the patient.

One thing I’ve noticed is that the younger GPs at my practice seem to have an idea of what customer service is like. They say hello, smile, ask how I am today, maybe make a nice comment about my dc’s dress or what bag she has to put her at ease. They also aren’t threatened by the fact I’ve googled information and are happy to discuss different options with me.

Some of the older ones (just my experience not trying to be stereotyping) seem quite aloof, don’t like to be questioned and I feel like they see me as a nuisance / just another patient to get through. I guess they’re probably quite jaded.

Ive found when I go private I get treated better on the whole….most private consultants I’ve seen are punctual, introduce themselves with a handshake and try to build rapport. Some are clearly quite aloof and grumpy too but they probably have to make some effort when you’re paying for it.