Patient–Registered Nurse Communication: Exploring Patients' Expectations and Experience in Primary Care Consultations

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Abstract
Introduction: Primary care is the first point of contact for patients in most Western healthcare systems, addressing acute, chronic and preventive health needs. Registered nurse‐led first visits (new episode) consultations have shown promise in improving accessibility and meeting the growing demand for timely care. Understanding how patients evaluate their interactions with registered nurses is a crucial first step towards identifying communication needs and promoting person‐centred care. Therefore, the aim of this study was to explore patients' expectations and experiences with registered nurse communication in primary care consultations. Methods: A prospective cohort study was conducted. The QUOTE‐COMM (Quality Of communication Through the patient's Eyes) questionnaire, with three scales (affect‐oriented, task‐oriented and therapy‐oriented), was completed by patients before and after RN‐led consultations to assess their expectations and experiences. Results: A total of 138 patients participated in the study. Patients reported high expectations and positive experiences regarding registered nurses' communication during consultations. The highest scores were observed on the affect‐oriented scale. No significant differences were found between patient expectations and experiences in relation to patient age, sex and educational level. However, patients whose native language was not Swedish rated the affect‐oriented scale less positively. Additionally, longer consultations were associated with higher satisfaction at 2 weeks follow‐up. Discussion: This study highlights patients' high expectations and positive experiences in connection with communication in registered nurse consultations. The findings underscore the need for further research into various aspects of communication with patients in primary care, aiming to better understand and enhance the quality of care in this setting. Conclusion: Patients appear to have high expectations in connection with registered nurse communication in primary care, and it seems that registered nurses overall succeed in meeting these expectations. Patient or Public Contribution: The study was conducted within Swedish primary care, where patient and public involvement in research is considered essential. Registered nurses assisted with patient recruitment, and a total of 138 patients shared their experiences with researchers, and the results have been discussed with a reference group comprising representatives of patients and registered nurses. Clinical Trial Registration: ClinicalTrials.gov identifier: NCT06067672.

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