17

Introduction: A primary care appointment is a meeting between a doctor and a patient seeking care. The patient requests the appointment by expressing a reason for consultation. However, the patient’s initial request is not necessarily their main concern. Objective: Determine the different communication techniques used in interviews to encourage the patient to disclose secondary motives and identify the point in the session when these motives are revealed. Methods: A descriptive qualitative study was carried out using a database of audio recordings of seventy-two appointments with three primary care physicians across three private practices in Gironde, France. Verbatim responses, obtained by manual transcription, were analyzed using the double coding method with data triangulation. We have established a communication score according to the Calgary–Cambridge guide. Results: Secondarily revealed motives were mainly stated during questioning. Communication techniques such as facilitation, open and closed questions, reformulation, clarification, summary, empathy, active involvement, legitimation, humor, and small talk were used. Conclusion: In order to create a climate of trust during primary care appointments, communication, as a complex skill, must be integrated into doctor training. Primary care physicians can use the Calgary–Cambridge grid to conduct their interviews effectively and to build optimal relationships with their patients.