NDLI: Encuentros difíciles en atención primaria: una perspectiva multifocal.

Content Provider	World Health Organization (WHO)-Global Index Medicus
Author	Fernández, R. Menéndez, M. Fernández, M. J. Pérez, M. Novo, M. Á. Álvarez, J. A.
Description	Author Affiliation: Fernández R ( Servicio de Atención Primaria de Allariz, Servicio Gallego de Salud (SERGAS), Ourense, España. Electronic address: Roberto.Fernandez.Alvarez@sergas.es.); Menéndez M ( Universidad de Valladolid, Valladolid, España.); Fernández MJ ( Punto de Atención Continuada de Ourense, Servicio Gallego de Salud (SERGAS), Ourense, España.); Pérez M ( Servicio de Atención Primaria de Lalín, Servicio Gallego de Salud (SERGAS), Pontevedra, España.); Novo MÁ ( Servicio de Urgencias, Complejo Hospitalario Universitario de Ourense, Servicio Gallego de Salud (SERGAS), Ourense, España.); Álvarez JA ( Servicio de Atención Primaria de Allariz, Servicio Gallego de Salud (SERGAS), Ourense, España.)
Abstract	INTRODUCTION: The main objective of the study is to analyze the perception of difficult encounters experienced by the various professional groups involved in patient care. MATERIAL AND METHODS: The methodology used is qualitative, using focus groups. Four groups were formed: doctors, nurses, primary care receptionists, and experts in communication skills. The location was primary care, in Ourense area. Sampling was purposive. Patients were recruited by a member of the same professional group. Each session was recorded on audio and video. Information was categorized by reference to the bibliography and information resulting from conversations. RESULTS: The following categories were established: the concept of a difficult patient/difficult encounter, reasons for difficulty, consequences for the professional and patient, individual strategies of management, and strategies that institutions should take. The concept of difficulty varies among the different groups. All are capable of recognizing the professional responsibility, but this aspect does not arise spontaneously, except in the group of experts. In relation to difficult encounter management, most express strategies based on common sense and experience. The expert group uses more sophisticated techniques. CONCLUSIONS: There are differences in the quality of discourse and positioning relative to the user from the group of experts and other groups. Training in communication techniques is recommended to encourage a change in attitudes towards a patient-centered code, but the content of training should be developed based on knowledge of the group to which they are addressed.
File Format	HTM / HTML
ISSN	11383593
Issue Number	5
Journal	SEMERGEN - Medicina de Familia
Volume Number	41
e-ISSN	15788865
Language	Spanish
Publisher	Elsevier
Publisher Date	2015-07-01
Publisher Place	Spain
Access Restriction	Subscribed
Subject Keyword	Discipline Primary Health Care
Content Type	Text
Resource Type	Article
Subject	Public Health, Environmental and Occupational Health Family Practice

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