title: Experiences and preferences of patients visiting an otorhinolaryngology outpatient clinic: a qualitative study.
abstract: BACKGROUND
  Patient-centred care has received considerable attention in the last few decades, but the patients' perspective remains underexposed. This study reports on an in-depth evaluation of patients' experiences and preferences at an otorhinolaryngology outpatient department.
  
  
  METHODS
  Qualitative research was conducted on patients' experiences and preferences at an otorhinolaryngology outpatient department in an academic hospital. The study comprised two phases. First, semi-structured interviews were held with 22 patients. Second, results from the interviews were verified and deepened in a focus group (N = 7).
  
  
  RESULTS
  Overall, experience with patient-centred care was positive at the outpatient department. Three of the six dimensions of patient-centred care predominated in the interviews and the focus group: information, communication and education; coordination and integration of care; and respect for patients' values, preferences and expressed needs. The negative experiences were mostly in these dimensions. The dimensions physical comfort and involvement of family and friends were of lesser significance. Opinion on emotional support--relieving fear and anxiety differed as to whether this was the responsibility of the doctor or the patient.
  
  
  CONCLUSIONS
  Qualitative research provided a deeper understanding of patients' experiences and preferences at an otorhinolaryngology outpatient department. Such an in-depth evaluation can be useful in the transition towards patient-centred care.
authors.affiliation: Department of Health Services Research, School for Public Health and Primary Care (CAPHRI), Maastricht University, Maastricht, The Netherlands.
authors.forename: Janneke E
authors.initials: JE
authors.lastname: van Leijen-Zeelenberg
authors.affiliation: Faculty of Health, Medicine and Life Sciences, Maastricht University, Maastricht, The Netherlands.
authors.forename: Geert Willem
authors.initials: GW
authors.lastname: Huismans
authors.affiliation: Faculty of Health, Medicine and Life Sciences, Maastricht University, Maastricht, The Netherlands.
authors.forename: Jeroen A S
authors.initials: JA
authors.lastname: Bisschop
authors.affiliation: Department of Otorhinolaryngology, Head and Neck Surgery, Maastricht University Medical Center, Maastricht, The Netherlands.
authors.forename: Jan Wouter
authors.initials: JW
authors.lastname: Brunings
authors.affiliation: Department of Health Services Research, School for Public Health and Primary Care (CAPHRI), Maastricht University, Maastricht, The Netherlands.
authors.forename: Arno J A
authors.initials: AJ
authors.lastname: van Raak
authors.affiliation: Department of Health Services Research, School for Public Health and Primary Care (CAPHRI), Maastricht University, Maastricht, The Netherlands.
authors.forename: Dirk
authors.initials: D
authors.lastname: Ruwaard
authors.affiliation: Saw Swee Hock School of Public Health, National University of Singapore, Singapore, Singapore.|Scientific Center of Care and Welfare (Tranzo), Tilburg University, Tilburg, The Netherlands.
authors.forename: Hubertus J M
authors.initials: HJ
authors.lastname: Vrijhoef
authors.affiliation: Department of Otorhinolaryngology, Head and Neck Surgery, Maastricht University Medical Center, Maastricht, The Netherlands.
authors.forename: Bernd
authors.initials: B
authors.lastname: Kremer
mesh_terms: D000328:Adult; D000368:Aged; D000554:Ambulatory Care Facilities; D001294:Attitude to Health; D003142:Communication; D005260:Female; D017144:Focus Groups; D006801:Humans; D008297:Male; D008875:Middle Aged; D010036:Otolaryngology; D057240:Patient Preference; D017060:Patient Satisfaction; D018802:Patient-Centered Care; D036301:Qualitative Research
keywords: otorhinolaryngology; patient experiences; patient preferences; patient-centered care; qualitative research