title: How to make the medical consultation more successful from a patient's perspective? Tips for doctors and patients from lay people in the United Kingdom, Italy, Belgium and the Netherlands.
abstract: OBJECTIVE
  The aim of this study is to generate empirically based 'tips' from lay people on how medical consultations could become more successful from a patient perspective.
  
  
  METHODS
  258 Lay people in the United Kingdom, Italy, Belgium and the Netherlands, distributed over 32 focus groups, were invited to formulate 'tips' for doctors as well as patients after rating the quality of communication from videotaped consultations and discussing their arguments in focus groups.
  
  
  RESULTS
  Tips were remarkably similar across the four countries. Most tips reflect the professional literature, such as the importance of nonverbal communication, personal attention and empathy, but also addressed issues as how to deal with new technologies and new accessibility arrangements (triage). The tips were targeted to the consultation itself, its preparation and the aftercare. Tips for doctors were mirrored in tips for patients.
  
  
  CONCLUSIONS
  Lay people seem to be competent in participating in quality-of-care debates. They are well aware of patients' own responsibilities. Besides, they have clear opinions about novel technology and healthcare arrangements (triage).
  
  
  CONCLUSIONS
  Listening to patients, showing empathy and personal attention seem to have a universal value. Doctors should be trained to practice these behaviors, healthcare managers in involving patients in practice reorganisations.
authors.affiliation: Netherlands Institute for Health Services Research, Utrecht, The Netherlands. j.bensing@nivel.nl
authors.forename: Jozien M
authors.initials: JM
authors.lastname: Bensing
authors.forename: Myriam
authors.initials: M
authors.lastname: Deveugele
authors.forename: Francesca
authors.initials: F
authors.lastname: Moretti
authors.forename: Ian
authors.initials: I
authors.lastname: Fletcher
authors.forename: Liesbeth
authors.initials: L
authors.lastname: van Vliet
authors.forename: Marjolein
authors.initials: M
authors.lastname: Van Bogaert
authors.forename: Michela
authors.initials: M
authors.lastname: Rimondini
mesh_terms: D000293:Adolescent; D000328:Adult; D001291:Attitude of Health Personnel; D001530:Belgium; D003142:Communication; D004645:Empathy; D005260:Female; D017144:Focus Groups; D007722:Health Knowledge, Attitudes, Practice; D006801:Humans; D038622:Internationality; D007558:Italy; D008297:Male; D008875:Middle Aged; D009426:Netherlands; D017060:Patient Satisfaction; D010817:Physician-Patient Relations; D036301:Qualitative Research; D011785:Quality Assurance, Health Care / Q000379:methods; D011787:Quality of Health Care / Q000592:standards* / Q000706:statistics & numerical data; D012017:Referral and Consultation; D014218:Triage; D006113:United Kingdom; D014743:Videotape Recording; D055815:Young Adult