A new study published on PubMed Central highlights meaningful progress in how patients and healthcare providers communicate across Qatar’s primary care system, operated by the Primary Health Care Corporation (PHCC).
Titled “Patient and Clinician Perspectives on Communication in Primary Care Centres in Qatar – A Focus Group Study,” the research explores both patient and staff experiences across 31 PHCC-managed health centres, which serve over 1.7 million residents.
The study stems from PHCC’s broader commitment to improving patient satisfaction, following recurring survey feedback that pointed to gaps in communication. To guide its efforts, PHCC conducted a comprehensive review of global best practices. However, much of the existing evidence was based on Western healthcare settings, prompting the need for localized insights.
In response, PHCC organized 18 focus groups—nine with patients and nine with multidisciplinary staff—to better understand expectations and challenges within the Qatari context.
Key Insights:
Warm, respectful greetings—including a smile and courteous tone—were consistently highlighted by patients as essential to a positive care experience.
Patients also voiced confusion over how the health system functions and often struggled to understand medical explanations.
Staff echoed these concerns, noting frequent misunderstandings related to healthcare processes and terminology.
However, perspectives diverged when it came to priorities: patients emphasized the need for shorter waiting times, while staff pointed to resource limitations and growing patient demand as ongoing challenges.
The study also revealed culturally specific communication barriers shaped by Qatar’s diverse population and varying patient expectations.
Patient Engagement in Action
To ensure patient voices shape service improvements, PHCC has implemented several initiatives:
Patient and Family Advisory Group (PFAG): A formal body of patients who work closely with PHCC leadership to integrate patient perspectives into organizational decision-making. PFAG members actively contributed to the study’s focus groups and review process.
Patient Friends Programme: Engaging patients from all 31 centers in ongoing community outreach and service enhancement activities. These participants helped surface real-world concerns and co-developed solutions with PHCC staff.
Notably, Patient Friends members from across the country attended a national conference where the focus group findings were shared. Together with healthcare professionals, they helped define communication priorities and participated in collaborative improvement projects—ensuring that solutions reflect real patient experiences.
This initiative marks an important step forward in Qatar’s journey toward more empathetic, inclusive, and effective healthcare communication.
Source: The Peninsula
