COMPUTERS IN THE CONSULTATION - THE PATIENTS VIEW

Background The use of computers in general practice consultations is b ecoming widespread. Aim. A qualitative study was undertaken to determi ne how patients in one practice responded to the use of computers, and the issues which particularly concerned them when doctors used comput ers in the consultation. Method Thirty patients whose age-sex characte ristics were proportional to the age-sex distribution of one practice were selected to be interviewed within two weeks of a consultation. Th e interviews were taped, transcribed and analysed. Results. Patients h ad seen or used computers in many other places and accepted their role in data management. Patients with more experience of computers were m ore aware of their limitations, particularly with regard to the possib ility of loss of confidentiality. Patients did not think the use of a computer led to a loss of the personal touch in the consultation as lo ng as verbal skills and eye contact were maintained. However, they did expect doctors using computers to have acquired computer skills. All but one patient said they wanted to see what was on the screen, althou gh 11 did not know they had the right to read their notes on the scree n. Conclusion. Patients regarded the use of computers by their doctors as normal and indicative of the doctors being up to date. Most respon dents were concerned about possible loss of confidentiality. This conc ern, and their expressed preference for computer details to be visible and shared, pose challenges to doctors' technical and communication s kills.