Observing interactions as an approach to understanding patients’ experiences

The chapter examines observations of interactions as a means to understanding people’s experiences of health care. Focusing on non-participant observations of naturally occurring interactions, it considers how patients’ experiences in medical consultations may be understood through observations of the ‘work’ carried out in consultations. It outlines different approaches to data analysis, and the strengths and limitations of observational research. Different approaches to data collection are considered along with associated rationales and implications for analysis. It assesses how findings from observational research can contribute to improving patients’ experiences and inform and critique public policy. It concludes by examining the ways in which links between observational research and other research approaches can be made with the aim of improving understandings of people’s experiences of health care.