Patients' perceptions of GP non-verbal communication: a qualitative study

Background During doctor–patient interactions, many messages are transmitted without words, through non-verbal communication. Aim To elucidate the types of non-verbal behaviours perceived by patients interacting with family GPs and to determine which cues are perceived most frequently. Design of study In-depth interviews with patients of family GPs. Setting Nine family practices in different regions of Poland. Method At each practice site, interviews were performed with four patients who were scheduled consecutively to see their family doctor. Results Twenty-four of 36 studied patients spontaneously perceived non-verbal behaviours of the family GP during patient–doctor encounters. They reported a total of 48 non-verbal cues. The most frequent features were tone of voice, eye contact, and facial expressions. Less frequent were examination room characteristics, touch, interpersonal distance, GP clothing, gestures, and posture. Conclusion Non-verbal communication is an important factor by which patients spontaneously describe and evaluate their interactions with a GP. Family GPs should be trained to better understand and monitor their own non-verbal behaviours towards patients.