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Patients' complaints regarding healthcare encounters and communication
Blekinge Institute of Technology, Faculty of Engineering, Department of Health. Blekinge Inst Technol, Dept Hlth, Karlskrona, Sweden..
Mid Sweden Univ, SWE.
2018 (English)In: Nursing Open, E-ISSN 2054-1058, Vol. 5, no 2, p. 224-232Article in journal (Refereed) 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.

Place, publisher, year, edition, pages
WILEY , 2018. Vol. 5, no 2, p. 224-232
Keywords [en]
communication, nurse-patient relationship, patient advisory committee, patient complaints, quality of health care
National Category
Nursing
Identifiers
URN: urn:nbn:se:bth-16105DOI: 10.1002/nop2.132ISI: 000428455600014PubMedID: 29599998OAI: oai:DiVA.org:bth-16105DiVA, id: diva2:1198851
Note

open access

Available from: 2018-04-19 Created: 2018-04-19 Last updated: 2018-04-19

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fulltext(437 kB)44 downloads
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Publisher's full textPubMedhttps://onlinelibrary.wiley.com/doi/full/10.1002/nop2.132

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Skär, Lisa

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CiteExportLink to record
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  • apa
  • harvard1
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  • vancouver
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Language
  • de-DE
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  • en-US
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  • Other locale
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Output format
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