A consultation framework is a clear, repeatable structure a doctor follows in every new patient consultation, from understanding the concern to recommending a plan and next step.
What it means
A consultation framework gives every new patient consultation the same strong shape. It does not script the clinical content. It sets the order of the conversation: welcome, understand the concern in the patient's words, examine, explain what is happening, recommend one plan, discuss the investment, and agree a clear next step.
Most doctors were never taught this. They are excellent clinicians who explain well, but the conversation drifts, the plan is buried in detail and the patient leaves without a decision. A framework makes good consultations consistent, across every doctor and every day.
How to calculate it
Framework adherence = framework steps followed ÷ total steps in the framework × 100
Score a sample of consultations each week, with the patient's consent where you record them, and compare adherence with consult conversion for the same doctor.
For example, a framework has 8 steps. In an observed consultation, the doctor follows 6 of them. Adherence = 6 ÷ 8 × 100 = 75%.
What good looks like
The result a framework is meant to move is consult conversion, where HBA's benchmark for elective care is 30 to 50%. For adherence itself, higher is better, and HBA reviews it weekly during training.
How to improve it
- Start every consultation by asking what brought the patient in and why now, then listen without interrupting.
- Explain the diagnosis in plain words before discussing treatment.
- Recommend one plan you believe in, with a timeline and total, rather than listing every option.
- Close with a clear next step, such as meeting the coordinator or booking the first session.
- Practise with structured doctor consultation training and review one consultation a week.
Related terms
Frequently asked questions
Will a consultation framework make me sound scripted?
No. A framework sets the order of the conversation, not the words. You still speak naturally and make every clinical decision yourself. Patients notice that the consultation feels clearer and more caring, because their concern is heard first and the plan is explained before any talk of cost.
How long should a new patient consultation take with a framework?
Long enough to understand the concern, examine properly and explain one clear plan. A framework often saves time, because the conversation stays on track. Many clinics also move cost and scheduling questions to a coordinator, which frees the doctor while giving the patient more time.
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