‘I guess I’ll wait to hear’: a qualitative study of communication of blood test results in primary care

Abstract

Aim: This study explored GPs’ and patients’ experience of systems of blood test communication. Design and setting: Qualitative interviews with patients and GPs in UK primary care. Method: Twenty-eight patients and nineteen GPs from six practices were recruited, with a range of socioeconomic and demographic characteristics. Patients were interviewed at two time points: (a) at or soon after their blood test and (b) after they had received their test results. We also interviewed the GPs who requested the tests. Eighty qualitative interviews were undertaken; 54 patient interviews and 26 GP interviews. Results: Methods of test result communication varied between doctors and were based on habits, unwritten heuristics, and personal preferences rather than protocols. Doctors expected patients to know how to access their test results. In contrast, patients were often uncertain and used guesswork to decide when and how to access their tests. Patients and doctors generally assumed that the other party would make contact, with potential implications for patient safety. Text messaging and online methods of communication have benefits, but were perceived by some patients as ‘flippant’ or ‘confusing’. Delays and difficulties obtaining and interpreting test results can lead to anxiety and frustration for patients. Conclusions: Current systems of test result communication are complex and confusing, mostly based on habits and routines rather than clear protocols. This has important implications for patient centred care and patient safety.