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Patients' complaints regarding healthcare encounters and communication
Blekinge Tekniska Högskola, Fakulteten för teknikvetenskaper, Institutionen för hälsa. Blekinge Inst Technol, Dept Hlth, Karlskrona, Sweden..
Mid Sweden Univ, SWE.
2018 (Engelska)Ingår i: Nursing Open, E-ISSN 2054-1058, Vol. 5, nr 2, s. 224-232Artikel i tidskrift (Refereegranskat) Published
Abstract [en]

Aim: To explore patient-reported complaints regarding communication and healthcare encounters and how these were responded to by healthcare professionals. Design: A retrospective and descriptive design was used in a County Council in northern part of Sweden. Both quantitative and qualitative methods were used. Methods: The content of 587 patient-reported complaints was included in the study. Descriptive statistical analysis and a deductive content analysis were used to investigate the content in the patient-reported complaints. Results: The results show that patients' dissatisfaction with encounters and communication concerned all departments in the healthcare organization. Patients were most dissatisfied when they were not met in a professional manner. There were differences between genders, where women reported more complaints regarding their dissatisfaction with encounters and communication compared with men. Many of the answers on the patient-reported complaints lack a personal apology and some of the patients failed to receive an answer to their complaints.

Ort, förlag, år, upplaga, sidor
WILEY , 2018. Vol. 5, nr 2, s. 224-232
Nyckelord [en]
communication, nurse-patient relationship, patient advisory committee, patient complaints, quality of health care
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Identifikatorer
URN: urn:nbn:se:bth-16105DOI: 10.1002/nop2.132ISI: 000428455600014PubMedID: 29599998OAI: oai:DiVA.org:bth-16105DiVA, id: diva2:1198851
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Tillgänglig från: 2018-04-19 Skapad: 2018-04-19 Senast uppdaterad: 2018-04-19

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