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The nature of patient complaints: a resource for healthcareimprovements
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...
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| Published in: | International journal for quality in health care 2019, Vol.31 (7), p.556 |
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| Main Authors: | , , , |
| Format: | Article |
| Language: | English |
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| container_issue | 7 |
| container_start_page | 556 |
| container_title | International journal for quality in health care |
| container_volume | 31 |
| creator | Råberus, Anna Holmström, I K Galvin, Kathleen Sundler, Annelie Johansson |
| description | 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. |
| doi_str_mv | 10.1093/intqhc/mzy215 |
| format | article |
| fullrecord | <record><control><sourceid>swepub</sourceid><recordid>TN_cdi_swepub_primary_oai_DiVA_org_hb_15146</recordid><sourceformat>XML</sourceformat><sourcesystem>PC</sourcesystem><sourcerecordid>oai_DiVA_org_hb_15146</sourcerecordid><originalsourceid>FETCH-swepub_primary_oai_DiVA_org_hb_151463</originalsourceid><addsrcrecordid>eNqVjLtuwjAUQD0UiQAd2b0jwK7jSO2GyusDEKt1iW6wURy7104RfD0M_ADTWc45jE2lWEjxrZauy3-2Xvr77UvqD1ZIpdW81EIP2SilixCyUroq2O5gkXeQe0IeGh4hO-wyr4OPLTwn6YcDJ0yhpxp5E4hbhDbbGgidjxT-0T-DNGGDBtqEny-O2Wy7Ofzu5-mKsT-ZSM4D3UwAZ9buuDKBzsaejNSyrNR79gNxqUlz</addsrcrecordid><sourcetype>Open Access Repository</sourcetype><iscdi>true</iscdi><recordtype>article</recordtype></control><display><type>article</type><title>The nature of patient complaints: a resource for healthcareimprovements</title><source>Oxford Journals Online</source><source>Oxford University Press Open Access</source><source>JSTOR</source><creator>Råberus, Anna ; Holmström, I K ; Galvin, Kathleen ; Sundler, Annelie Johansson</creator><creatorcontrib>Råberus, Anna ; Holmström, I K ; Galvin, Kathleen ; Sundler, Annelie Johansson</creatorcontrib><description>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.</description><identifier>ISSN: 1353-4505</identifier><identifier>ISSN: 1464-3677</identifier><identifier>DOI: 10.1093/intqhc/mzy215</identifier><language>eng</language><subject>dissatisfaction ; experiences ; healthcare ; Människan i vården ; patient complaints ; qualitative approach ; The Human Perspective in Care</subject><ispartof>International journal for quality in health care, 2019, Vol.31 (7), p.556</ispartof><lds50>peer_reviewed</lds50><woscitedreferencessubscribed>false</woscitedreferencessubscribed></display><links><openurl>$$Topenurl_article</openurl><openurlfulltext>$$Topenurlfull_article</openurlfulltext><thumbnail>$$Tsyndetics_thumb_exl</thumbnail><link.rule.ids>230,314,776,780,881,4010,27902,27903,27904</link.rule.ids><backlink>$$Uhttps://urn.kb.se/resolve?urn=urn:nbn:se:hb:diva-15146$$DView record from Swedish Publication Index$$Hfree_for_read</backlink></links><search><creatorcontrib>Råberus, Anna</creatorcontrib><creatorcontrib>Holmström, I K</creatorcontrib><creatorcontrib>Galvin, Kathleen</creatorcontrib><creatorcontrib>Sundler, Annelie Johansson</creatorcontrib><title>The nature of patient complaints: a resource for healthcareimprovements</title><title>International journal for quality in health care</title><description>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.</description><subject>dissatisfaction</subject><subject>experiences</subject><subject>healthcare</subject><subject>Människan i vården</subject><subject>patient complaints</subject><subject>qualitative approach</subject><subject>The Human Perspective in Care</subject><issn>1353-4505</issn><issn>1464-3677</issn><fulltext>true</fulltext><rsrctype>article</rsrctype><creationdate>2019</creationdate><recordtype>article</recordtype><recordid>eNqVjLtuwjAUQD0UiQAd2b0jwK7jSO2GyusDEKt1iW6wURy7104RfD0M_ADTWc45jE2lWEjxrZauy3-2Xvr77UvqD1ZIpdW81EIP2SilixCyUroq2O5gkXeQe0IeGh4hO-wyr4OPLTwn6YcDJ0yhpxp5E4hbhDbbGgidjxT-0T-DNGGDBtqEny-O2Wy7Ofzu5-mKsT-ZSM4D3UwAZ9buuDKBzsaejNSyrNR79gNxqUlz</recordid><startdate>2019</startdate><enddate>2019</enddate><creator>Råberus, Anna</creator><creator>Holmström, I K</creator><creator>Galvin, Kathleen</creator><creator>Sundler, Annelie Johansson</creator><scope>ADTPV</scope><scope>AOWAS</scope><scope>DF9</scope></search><sort><creationdate>2019</creationdate><title>The nature of patient complaints: a resource for healthcareimprovements</title><author>Råberus, Anna ; Holmström, I K ; Galvin, Kathleen ; Sundler, Annelie Johansson</author></sort><facets><frbrtype>5</frbrtype><frbrgroupid>cdi_FETCH-swepub_primary_oai_DiVA_org_hb_151463</frbrgroupid><rsrctype>articles</rsrctype><prefilter>articles</prefilter><language>eng</language><creationdate>2019</creationdate><topic>dissatisfaction</topic><topic>experiences</topic><topic>healthcare</topic><topic>Människan i vården</topic><topic>patient complaints</topic><topic>qualitative approach</topic><topic>The Human Perspective in Care</topic><toplevel>peer_reviewed</toplevel><toplevel>online_resources</toplevel><creatorcontrib>Råberus, Anna</creatorcontrib><creatorcontrib>Holmström, I K</creatorcontrib><creatorcontrib>Galvin, Kathleen</creatorcontrib><creatorcontrib>Sundler, Annelie Johansson</creatorcontrib><collection>SwePub</collection><collection>SwePub Articles</collection><collection>SWEPUB Högskolan i Borås</collection><jtitle>International journal for quality in health care</jtitle></facets><delivery><delcategory>Remote Search Resource</delcategory><fulltext>fulltext</fulltext></delivery><addata><au>Råberus, Anna</au><au>Holmström, I K</au><au>Galvin, Kathleen</au><au>Sundler, Annelie Johansson</au><format>journal</format><genre>article</genre><ristype>JOUR</ristype><atitle>The nature of patient complaints: a resource for healthcareimprovements</atitle><jtitle>International journal for quality in health care</jtitle><date>2019</date><risdate>2019</risdate><volume>31</volume><issue>7</issue><spage>556</spage><pages>556-</pages><issn>1353-4505</issn><issn>1464-3677</issn><abstract>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.</abstract><doi>10.1093/intqhc/mzy215</doi></addata></record> |
| fulltext | fulltext |
| identifier | ISSN: 1353-4505 |
| ispartof | International journal for quality in health care, 2019, Vol.31 (7), p.556 |
| issn | 1353-4505 1464-3677 |
| language | eng |
| recordid | cdi_swepub_primary_oai_DiVA_org_hb_15146 |
| source | Oxford Journals Online; Oxford University Press Open Access; JSTOR |
| subjects | dissatisfaction experiences healthcare Människan i vården patient complaints qualitative approach The Human Perspective in Care |
| title | The nature of patient complaints: a resource for healthcareimprovements |
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