Patient perspectives on test result communication in primary care: a qualitative study.
BACKGROUND
Although the number of blood tests ordered in primary care continues to increase, efficient systems for the communication of blood test results to patients are lacking. This is a concern in terms of both patient safety and patient satisfaction.


OBJECTIVE
To gain an understanding of patient perspectives on organisational and technological aspects of current and prospective systems for communicating laboratory test results in primary care, and the influences that impact patients' preferred methods for receiving results.


METHODS
Qualitative study using patient focus groups in four primary care practices in Birmingham, UK.


METHODS
The primary care practices were purposively selected to ensure they varied in size, socioeconomic environment, and the default pathways they used to communicate test results. A total of 26 patients from the four practices who had had a recent blood test were recruited. Over a 6 month period in 2011, six, 1-hour focus groups were conducted at the four practices involved in the study.


RESULTS
Patients expressed a preference for receiving results from the ordering GP or a clinically qualified member of staff. Suggestions for refining current systems included improved access to phlebotomy appointments, better management of patient telephone calls, and a clear, accessible protocol for the communication of results.


CONCLUSIONS
Despite the testing and result communication process being a core activity in primary care, it was found that practices could improve their service in a number of areas. Patients described frequent delays and inconsistency in both the level of information and the method of communication, as well as dissatisfaction with non-clinical staff relaying results. Patient preferences for result communication based on their experience of current systems have produced practical suggestions to improve processes.
Institute of Occupational and Environmental Medicine, Health and Population Sciences, University of Birmingham, Edgbaston.
Ian J
IJ
Litchfield
Health and Population Sciences, University of Birmingham, Edgbaston.
Louise M
LM
Bentham
Warwick Medical School, University of Warwick, Coventry.
Richard J
RJ
Lilford
NIHR School for Primary Care Research, University of Oxford, Oxford.
Richard J
RJ
McManus
Health and Population Sciences, University of Birmingham, Edgbaston.
Sheila M
SM
Greenfield
D000555:Ambulatory Care Information Systems / Q000458:organization & administration*; D001291:Attitude of Health Personnel; D003142:Communication; D003955:Diagnostic Tests, Routine; D034742:Electronic Mail; D005260:Female; D017144:Focus Groups; D006801:Humans; D008297:Male; D009819:Office Visits; D033283:Patient Access to Records / Q000706:statistics & numerical data*; D057240:Patient Preference / Q000706:statistics & numerical data*; D061214:Patient Safety; D017060:Patient Satisfaction / Q000706:statistics & numerical data*; D011320:Primary Health Care / Q000458:organization & administration; D011446:Prospective Studies; D036301:Qualitative Research; D013689:Telephone; D060145:Text Messaging; D006113:United Kingdom / Q000453:epidemiology
diagnostic tests; patient safety; practice management; primary care; qualitative research; quality of care