Högskolan i Skövde

Objective: To explore patients’ expressions of emotional distress and subsequent Registered Nurses’ (RNs’) responses in primary care consultations.

Methods: This observational study included a consecutive sample of 147 audio recorded RN-led consultations with adult patients seeking primary care for a new health problem. Expressions of emotional distress were analysed using the Verona Coding Definitions of Emotional Sequences.

Results: Patients expressed emotional distress in one-third of the recorded consultations. A total of 165 expressions of emotional distress were identified, comprising 140 cues and 25 concerns. The RNs’ responses primarily provided space for further disclosure of the emotional expressions (125, 75.8%). No statistically significant differences in RNs’ response types, such as providing or reducing space, were found based on patients’ sex, age, or native language.

Conclusion: RNs demonstrated proficiency in recognising patients’ expressions of emotional distress and in facilitating further disclosure in an inclusive manner that aligns with principles of person-centred care.

Practice implications: Encouraging recognition of emotional distress through active listening and an engaged communication approach may enhance RN communication and optimise conditions for person-centred care.