Table 4 Appendix: Guliver Coding System categories selected for the present paper, with examples of each subcategory
Area | Category | Subcategory | Example |
|---|---|---|---|
Non verbal communication | Non verbal behaviour | Facial expression | She comforted the patient with her smile |
Eye contact | Body language and so on, looking at the patient and so on. Someone who looks at you like this, who is turned towards you like this. | ||
Touch | ..by the way he was the only one who smiled and has touched the lady before leaving. He led his hand on her arm. | ||
Other behaviours | He was fiddling with pencil like this… | ||
Reading and writing | What I find really annoying lately is the doctor sitting and typing in things on the computer while you are talking to him. | ||
Laughing | It is not really a laughable subject, so I think that I would have thought, 'Why are you laughing? | ||
Process-oriented expressions | Structuring | Changing topics/signposting | She asked a lot) but sometimes I felt like, "where does it fit in? |
Flexibility | …he had learned his lesson by heart and he had to ask all these questions without exploring any further than that.. | ||
Time issues | He says to the patient: “Time is up”. That is very impolite. | ||
Open/closing interview | I think only one of the doctors asked how the patient was like just as an informal introduction, hi how are you today, but not many of them did that. | ||
Summarizing | Summarizing | She did the summary for the patient, she wanted to be precise, to be sure of having understood. | |
Patient-involving | Sharing plans/ideas | Asking patient what she thinks should be done now. | |
Asking permission | Now I’d like to deepen our discussion on this topic, so if you agree I’d like to ask you few questions.. | ||
Verifying | it would have been nice if, as the other three doctors have done, when patient says something the doctor in that precise moment repeats "If I understood you..” | ||
Speaking peculiarities | Repetition | He repeats his questions several times. | |
Fillers | I did not like all these 'ok, ok,' which made me nervous. | ||
Comprehensibility | She did not complete her sentences… | ||
Task-oriented/problem-focused expressions | Attitude of the doctor | Self-confident | …she was quite self-confident, I would trust her. |
Complete picture | I just thought he was dynamic and caught everything you know that was needed to be asked and he finished off really well. | ||
Businesslike /Straight to the point | The doctor gave straightforward answers. | ||
Other attitudes | His communication skills could have been a little better… | ||
Clarity of interview | The doctor expressed himself clearly. | ||
Competency | Competent, he has taken the time to inform you that is a reassurance. It’s a edge sort of thing, the competence of the knowledge and the way he is sharing the fact with you. | ||
Collecting information | Medical | And it was the only one who asked about a Pab test, that was good, I think. Like: did you have Pab tests before? | |
Biopsycho | … no doctor asked whether she had had sex with her current partner recently. | ||
Psychosocial | He thoroughly explores about the job, the family is apparently less important in his opinion, or he pays less attention to it. While I think it should come first | ||
Giving information | Medical | the main thing for me is that he tells me straight away what causes the discharge. | |
Biopsycho | she explains that she is trying to understand whether it is a psychological problem or a physical. | ||
Psychosocial | Doctors can orientate the patient and tell him: "probably the origin of the problem could be in part psychological". | ||
Prov. solution | Providing solutions | I liked her because it was interesting that she proposed how to resolve the distress of the patient at work. | |
Affective/emotional expressions | Attitude of the doctor | Inviting attitude | He has created the right atmosphere… so that the lady could say something more. |
Pleasant attitude | The girl had a very loving glance, a very gentle glance. | ||
Show interest /commitment | I thought that was the doctor who was most worried about the patient, who showed most involvement. | ||
Empathic | So but I liked him I put him as my favourite because I found him very empathetic. | ||
Facilitating | .…. he let her finish without interrupting… | ||
Reassurance/trust | She is my favourite. When you are the gatekeeper, then you should first of all reassure the patient that she can say anything. | ||
Neutral/No personal remark | It is not done that a GP has an opinion about it… | ||
Listening | I found him very helpful and ready to listen. He let the patient talk quite a bit.. |