SPEECH PATTERNS AND SATISFACTION IN DIAGNOSTIC AND PRESCRIPTIVE STAGES OF GENERAL-PRACTICE CONSULTATIONS

With a general goal of establishing indicators of the quality of the helping relationship within medical consultations, we recorded and analysed verbal interactions in general practice consultations, in two studies. The diagnostic and prescriptive stages of the consultation were analysed separately, first with doctor satisfaction as the outcome and then, with a second sample of doctors, with both doctor and patient satisfaction as outcomes. Patients and doctors were found to have somewhat different views of what made a highly satisfactory consultation. The most satisfying consultations for doctors were those in which the medical problem and its solution seemed clear; patients felt most satisfied with consultations where they had discussed their own experiences and opinions during the second, prescriptive stage of the consultation.