In 39 consultations, 105 management strategies were identified; nearly half concerned symptom management. All but one consultation contained at least one management strategy, with a maximum of six strategies per consultation. The closed coding strategy identified all pre-defined management strategies: additional tests, referrals, medication, watchful waiting, and symptom management.
Symptom management
The in-depth analysis of symptom management resulted in the identification of six themes: cognitions and emotions, interaction with healthcare professionals, body focus, symptom knowledge, activity level, and external conditions.
Before discussing these themes in detail, three general observations are worth mentioning. First, a great variety of advised symptom management strategies was observed. Second, communication about symptom management strategies was often non-specific instead of practical. Thus, it remained unclear how suggested symptom management strategies should be carried out by the patient. Third, symptom management strategies were often presented in an ambiguous fashion. In these instances, GPs suggested a certain symptom management strategy while at the same time raising doubts about its potential effectiveness, for example, adding that ‘it is only an idea’, or ‘it is unknown whether it will actually help or not’.
Cognitions and emotions
Symptom management strategies focusing on cognitions and emotions were prominent, with an emphasis on cognitions. These were most often initiated by the GP, and were often communicated as an order, for example, ‘concerning your memory, don’t be so worried’. These orders were brief phrases, and GPs rarely provided specific practical instructions to patients. For instance, patients were advised to accept their complaints: ‘So, I reckon we should just accept it, leave it be …’, but they were not instructed how to do this. The same absence of specific practical instructions was observed in advice on setting priorities: ‘Yeah, well, you constantly have to weigh in mind; with what do I gain, with what do I lose, what is still achievable?’ and, in another consultation: ‘You are going to set priorities, what is most important, and on what do I want to spend energy?’ Apart from one GP, emotion-focused advice was hardly observed, and virtually always concerned fear.
Interaction with healthcare professionals
In this theme, patients were advised and/or instructed on how to deal with healthcare professionals. In contrast to the theme of cognitions and emotions, symptom management advice related to interactions with health professionals was communicated in an open two-way conversation in which GPs regularly discussed their own position. In general, advice within this theme was clear and comprehensive. For example, when a patient asked whether she should try haptonomy as well as psychological treatment, she was told: ‘Because you’re that sensitive, make sure there is one person in charge of your treatment, so I would advise to attend only the psychologist now.’ The contextual embedding of this kind of symptom management was mainly support: GPs explained their role to the patient and their willingness to help, for example:
‘The moment you realise it doesn’t feel right, that you’re losing it, you can always come. Then we can try to improve or adjust.’
(GP)
‘I mean, you say your past means that you get worried sooner, so it’s logical that you’re here. And, it’s part of my job as a GP to reassure people who are worried. Justified or not. It’s called guidance. So, you must come whenever you want to. Not a problem.’
(GP)
Body focus
This theme included practical symptom management advice about posture, breathing, relaxation, home remedies, and nutrition. These symptom management strategies mostly resulted from a dialogue between the GP and the patient, or from a direct question of the patient. For instance, one patient asked: ‘Can I also treat it with, well I don’t know if it works, tiger balm?’ Whereupon the GP replied with: ‘Yes, that’s fine.’ Suggested symptom management strategies in this category were often short and non-specific, for example, ‘keep a relaxing posture at work, and a good posture with sports’, and they were sometimes communicated in an ambiguous manner. One GP replied to a patient’s question with: ‘Massage, that’s good, feels pleasant. We actually never know whether it fastens [the healing] or…’ Another GP advised stopping drinking alcohol during the week, while approving it at the weekend, even though he mentioned this might negatively influence stopping it during the week:
GP:‘Four glasses a day is a lot, so it’s a good idea to cut down.’
Patient (P):‘Yes, I just did, and now I’ve only got it for the weekend. I do drink then. I want to, because otherwise …’
GP:‘Should be okay.’
P:‘Yes, that’s what I think, see how it goes.’
GP:‘I can imagine that it might make it harder during the week. But it’s a matter of trying.’
P:‘Right, it is. I’ll just try and see how it goes.’
Symptom knowledge
GPs used two ways to increase their patients’ knowledge about their symptoms. First, GPs suggested patients register their symptoms in a diary. Examples included a patient with fibromyalgia who was advised to keep a pain diary, and a patient with symptoms of fainting who was advised to register blood pressure.
The GPs explained to their patients that the aim of this symptom management strategy was to gain further insight into their symptoms. However, in none of the consultations did it become fully clear what the GP aimed to do with these registered data:
GP:‘We can do two things. We could stop the hydrochlorothiazide. Then, if your blood pressure drops, you don’t feel dizzy; but that means that if your blood pressure is high, your blood vessels will suffer in the long run. That’s one. Another option is that we, that you keep a logbook for 2 weeks, write down how you were every day, what your blood pressure was, how you felt, and that you take your blood pressure 3 times a day, and if you don’t feel well, you take your blood pressure again if you can.’
P:‘I usually do that if I don’t feel well.’
GP:‘Exactly. But then we’ll, well, we’ll see what happens. Because if you’re very sensitive to what’s going on around you and you’re affected by it, then this might make your blood pressure drop, and then we might need to do something about it.’
Second, GPs provided leaflets with information about symptoms. Presenting a leaflet occurred in one consultation as follows: ‘… giving you a leaflet … it might provide tools, but, well, it is not going to help you for this episode, I think’, by which the GP raised doubts about the potential effectiveness of the leaflet. Strategies related to symptom knowledge were always initiated by the GP.
Activity level
The essence of this theme is that patients are advised to change their activity level. Of note is the fact that all GPs in this sample advised patients to stay at the current activity level or to do less.
Patients were instructed not to do too much during the day and to maintain a daily rhythm with sufficient rest. None of the GPs suggested increasing activity levels. When GPs confirmed already performed activities of the patients, they did so in specific and unambiguous terms.
In contrast, when they provided advice on activity levels, it was non-specific, for example: ‘So, in your holiday you can make sure you are at rest and you are able to recuperate.’
External conditions
This theme contains symptom management strategies focused on adjustments at work or at home. Such adjustments were presented as a solution for a proposed perpetuating factor. This solution was communicated quite ambiguously in a case in which the GP recommended a stair lift, while repeatedly commenting on the high costs of it:
P:‘Walking upstairs is difficult. Once I’m up there, it’s like I’m totally done in, pffff. Everything’s knotted up, and I can’t get it undone. It’s, it’s hell. Like you’re in hell. And before the worst of the pain’s gone, and I don’t know how else to do it, whether to count to three and have a rest, and then carry on, or just get on with it, it doesn’t make any difference.’
GP:‘And, are you ready to give up the stairs?’
P:‘I am. I wouldn’t mind a stair lift. The stairs take all my energy.’
Patient’s husband (PH):‘Yes, no, I’m up for it. If we must, we must.’
P:’Yes, but it’s expensive. Costs a lot of money, eh?’
GP:‘Costs a lot of money. But haven’t you, because your house is quite big, haven’t you got a downstairs bedroom?’
PH:‘Yes, there is one. We can make one. It’s an office at the moment, but we can turn it into a bedroom, but the shower’s still upstairs. You’d have to install a shower downstairs.’
GP:‘Yes, that’s expensive too.’