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The nature of patient complaints: a resource for healthcareimprovements
University of Borås, Faculty of Caring Science, Work Life and Social Welfare. (Vårdande, hälsa och lärande)
School of Health, Care and Social Welfare, Mälardalens University.
University of Borås, Faculty of Caring Science, Work Life and Social Welfare.
University of Borås, Faculty of Caring Science, Work Life and Social Welfare.ORCID iD: 0000-0002-9194-3244
2019 (English)In: International Journal for Quality in Health Care, ISSN 1353-4505, E-ISSN 1464-3677, Vol. 31, no 7, p. 556-562Article in journal (Refereed) Published
Sustainable development
According to the author(s), the content of this publication falls within the area of sustainable development.
Abstract [en]

Objective

The aim of this study was to explore the nature, potential usefulness and meaning of complaints lodged by patients and their relatives.

Design

A retrospective, descriptive design was used.

Setting

The study was based on a sample of formal patient complaints made through a patient complaint reporting system for publicly funded healthcare services in Sweden.

Participants

A systematic random sample of 170 patient complaints was yielded from a total of 5689 patient complaints made in a Swedish county in 2015.

Main outcome measure

Themes emerging from patient complaints analysed using a qualitative thematic method.

Results

The patient complaints reported patients’ or their relatives’ experiences of disadvantages and problems faced when seeking healthcare services. The meanings of the complaints reflected six themes regarding access to healthcare services, continuity and follow-up, incidents and patient harm, communication, attitudes and approaches, and healthcare options pursued against the patient’s wishes.

Conclusions

The patient complaints analysed in this study clearly indicate a number of specific areas that commonly give rise to dissatisfaction; however, the key findings point to the significance of patients’ exposure and vulnerability. The findings suggest that communication needs to be improved overall and that patient vulnerability could be successfully reduced with a strong interpersonal focus. Prerequisites for meeting patients’ needs include accounting for patients’ preferences and views both at the individual and organizational levels.

Place, publisher, year, edition, pages
2019. Vol. 31, no 7, p. 556-562
Keywords [en]
patient complaints, healthcare, dissatisfaction, qualitative approach, experiences
National Category
Nursing
Research subject
The Human Perspective in Care
Identifiers
URN: urn:nbn:se:hb:diva-15146DOI: 10.1093/intqhc/mzy215ISI: 000515087500017PubMedID: 30346537Scopus ID: 2-s2.0-85074727777OAI: oai:DiVA.org:hb-15146DiVA, id: diva2:1253216
Projects
Mänskliga rättigheter utifrån anmälningar till patientnämnden Västra Götalandsregionen
Funder
Region Västra GötalandAvailable from: 2018-10-04 Created: 2018-10-04 Last updated: 2021-10-20Bibliographically approved

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Råberus, AnnaGalvin, KathleenSundler, Annelie Johansson

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