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. 2025 Jun 22;17(6):e86553.
doi: 10.7759/cureus.86553. eCollection 2025 Jun.

Patients' Views and Expectations of Consultations in Primary Care in Malaysia: A Qualitative Study

Muhammad Hanif Bin Omar  1 , Nurul'Ain Binti Hamdan  2 , Afif Bin Mohd Amirruddin  3 , Nor Nabilah Binti Azmi  4
Affiliations

Patients' Views and Expectations of Consultations in Primary Care in Malaysia: A Qualitative Study

Muhammad Hanif Bin Omar et al. Cureus. .

Abstract

Introduction: The increased prevalence of noncommunicable diseases (NCDs) in Malaysia has strained its public health services. Lifestyle changes remain a critical part of the management of NCDs. Primary care doctors are expected to provide lifestyle advice during consultations. Perception and expectations of these consultations directly affect the health-modifying behaviours of patients and the outcome. Understanding patients' expectations in various contexts helps in tailoring good and effective consultations. The Health Belief Model (HBM) is a theoretical framework widely used to predict health behaviours. The authors hypothesise that a good doctor's consultation should cover all six domains of HBM to trigger patients to change their health behaviour. Methods: This was an exploratory qualitative study using semi-structured interviews with patients recruited using purposive sampling, at three different government health clinics in the Hulu Langat district of Selangor, Malaysia. Data were analysed deductively utilising HBM as the theme for patients' views, and an inductive approach for patients' expectations. Results: Consultations positively influenced participants' health behaviour. However, the perception of their NCD severity was found to be superficial. Self-efficacy in sustaining changes was a notable barrier. Expectations included comprehensive health advice, empathy, and professionalism. There is a subset of patients who had no expectations coming into these consultations.

Conclusion: Consultations were perceived to improve health behaviour but lack depth in understanding severity and self-efficacy. Patients expect comprehensive, empathetic, and professional consultations. Some had no expectations, which may reflect passivity or trust.

Keywords: general practice; global healthcare systems; non-communicable disease; patient's expectations; patients’ perceptions; physical consultation.

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Conflict of interest statement

Human subjects: Informed consent for treatment and open access publication was obtained or waived by all participants in this study. Medical Research & Ethics Committee, Ministry of Health, Malaysia issued approval NMRR ID-23-02158-B56 (IIR) dated August 30, 2023. The study was conducted according to the guidelines of the Declaration of Helsinki. Animal subjects: All authors have confirmed that this study did not involve animal subjects or tissue. Conflicts of interest: In compliance with the ICMJE uniform disclosure form, all authors declare the following: Payment/services info: All authors have declared that no financial support was received from any organization for the submitted work. Financial relationships: All authors have declared that they have no financial relationships at present or within the previous three years with any organizations that might have an interest in the submitted work. Other relationships: All authors have declared that there are no other relationships or activities that could appear to have influenced the submitted work.

Figures

Figure 1
Figure 1. Deductive approach for views of doctors' consultations
Image Credit: Authors; created with yEd software (yWorks GmbH, Tübingen, Germany)
Figure 2
Figure 2. Inductive approach for ptients' expectations towards doctor's consultations
Image Credit: Authors; created with yEd software (yWorks GmbH, Tübingen, Germany)
See this image and copyright information in PMC

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