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Patients' complaints regarding healthcare encounters and communication
Blekinge Institute of Technology, Karlskrona.
Mid Sweden University, Faculty of Human Sciences, Department of Nursing Sciences.ORCID iD: 0000-0003-3915-9812
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
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:miun:diva-32770DOI: 10.1002/nop2.132ISI: 000428455600014PubMedID: 29599998OAI: oai:DiVA.org:miun-32770DiVA, id: diva2:1178728
Available from: 2018-01-30 Created: 2018-01-30 Last updated: 2018-05-08Bibliographically approved

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Söderberg, Siv

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CiteExportLink to record
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Citation style
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf