Patients’ experiences of GP consultations following the introduction of the new GP contract in Scotland: a cross-sectional survey

Abstract

BackgroundThe new Scottish GP contract commenced in April 2018 with a stated aim of mitigating health inequalities.AimTo determine the health characteristics and experiences of patients consulting GPs in deprived urban (DU), affluent urban (AU), and remote and rural (RR) areas of Scotland.Design and settingIn 2022, a postal survey of a random sample of adult patients from 12 practices who had consulted a GP within the previous 30 days was undertaken.MethodPatient characteristics and consultation experiences in the three areas (DU, AU, RR) were evaluated using validated measures including the Consultation and Relational Empathy (CARE) Measure and Patient Enablement Instrument (PEI).ResultsIn total, 1053 responses were received. In DU areas, multimorbidity was more common (78% versus 58% AU versus 68% RR,P<0.01), complex presentations (where the consultation addressed both psychosocial and physical problems) were more likely (16% versus 10% AU versus 11% RR,P<0.05), and more consultations were conducted by telephone (42% versus 31% AU versus 31% RR,P<0.01). Patients in DU areas reported lower satisfaction (82% DU completely, very, or fairly satisfied versus 90% AU versus 86% RR,P<0.01), lower perceived GP empathy (mean CARE score 38.9 versus 42.1 AU versus 40.1 RR,P<0.05), lower enablement (mean PEI score 2.6 versus 3.2 AU versus 2.8 RR,P<0.01), and less symptom improvement (P<0.01) than those in AU or RR areas. Face-to-face consultations were associated with significantly higher satisfaction, enablement, and perceived GP empathy than telephone consultations in RR areas (allP<0.05).ConclusionFour years after the start of the new GP contract in Scotland, patients’ experiences of GP consultations suggest that the inverse care law persists.