An empirical exploration of patient expectations of health care, CHERE Discussion Paper No 35

Very little empirical research has been undertaken in respect of the relationship between expectations of health care, its fulfilment or otherwise and subsequent satisfaction or dissatisfaction with care. One way of exploring these issues is through the use of in-depth interviews with consumers of health care. In this study, nineteen women with a diagnosis of gynaecological cancer were interviewed on two occasions. Eleven women were initially interviewed at home, eight at the hospital. The aim of the initial interview was to examine if patients had any "pre-formed expectations" about either the process or outcomes of care. Using a semi-structured interview format, women were asked about their expectations of the process and outcomes of care, any influences on the formation of their expectations and which (if any) of their expectations they saw as relatively more important. In addition, questions were asked about the decision making role the women saw themselves taking in the health care process.