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Family Practice Advance Access published online on November 1, 2004
Family Practice, doi:10.1093/fampra/cmh610
© 2004 by Oxford University Press
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Received May 5, 2004
Accepted June 17, 2004

Article

The impact of matching the patient's vocabulary: a randomized control trial

Nigel Williams 1 and Jane Ogden 1*

1 Department of General Practice, Guys Kings and St Thomas' School of Medicine, London University, London, UK

* To whom correspondence should be addressed.
Jane Ogden, E-mail: Jane.Ogden{at}kcl.ac.uk


  Abstract

Background. Research in general practice emphasizes the importance of matched models, beliefs and vocabulary in the consultation.

Objective. The present study aimed to explore the impact of matched and unmatched vocabulary on patient satisfaction with consultations.

Methods. The study took place in one inner city general practice. Patients (n = 62) were randomized to either matched or unmatched vocabulary consultations when consulting for problems relating to sexual or bodily function or anatomy. Matched consultations required the doctor to use the same vocabulary as the patient. Unmatched consultations required the doctor to use medical vocabulary. Completed questionnaires were received from 60 patients. The main outcome measure was patient satisfaction (using the Medical Interview Satisfaction Scale). This assesses total satisfaction and has four subscales: distress relief; communication comfort; rapport; and compliance intent. Doctor satisfaction with the consultation was also assessed.

Results. The results showed that the two groups were comparable for demographic variables and doctor satisfaction. However, patients in the matched consultation group had significantly higher total satisfaction scores and higher ratings of rapport, communication comfort, distress relief and compliance intent than those in the unmatched group.

Conclusion. The results indicate that a doctor's choice of vocabulary affects patient satisfaction immediately after a general practice consultation and that using the same vocabulary as the patient can improve patient outcomes.

Keywords: Consultations; convergence; language; matching; sharing; vocabulary.
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