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Struggling for confirmation - patients' experiences of dissatisfaction with hospital care
Mid Sweden University, Faculty of Human Sciences, Department of Health Sciences.
Mid Sweden University, Faculty of Human Sciences, Department of Health Sciences.
Responsible organisation
2007 (English)In: Journal of Clinical Nursing, ISSN 0962-1067, E-ISSN 1365-2702, Vol. 16, no 3, 438-446 p.Article in journal (Refereed) Published
Abstract [en]

AIM: The aim of the study was to illuminate patients' experiences of dissatisfaction with hospital care. BACKGROUND: During the last decade, interest in measuring patient satisfaction has become an important indicator of the quality of care. Researchers have, however, criticized the concept theoretically and methodologically. Subsequently, researchers have increasingly argued that the focus of attention should shift to explore patient dissatisfaction. DESIGN: A qualitative approach. METHODS: Narrative interviews were conducted with six people who had experienced dissatisfaction during a hospital care episode. The interview text was analysed using qualitative content analysis. RESULTS: The results show the patients' struggle for confirmation, the feeling of distrust in health care and what they have been forced to sacrifice because of lack of treatment. A feeling of being a troublesome patient is also apparent. At the same time a positive encounter is described, as well as situations of confirmation from caregivers. The results also show hope and a will to get on with life. CONCLUSIONS: Dissatisfaction relating to aspects of encounter is a common problem in health care and conceivable causes and possible solutions are discussed from different perspectives. RELEVANCE TO CLINICAL: PRACTICE: Caregivers as well as patients are in need of confirmation. If management were to take notice of and confirm caregivers this could consequently help them to gain the strength and energy necessary to provide care permeated with confirmation. A veritable, trustworthy care can be established through personal presence. To take notice of, confirm and listen to patients, creates opportunities for providing them with a positive experience of human encounter, which in the long run is rewarding from all perspectives.

Place, publisher, year, edition, pages
2007. Vol. 16, no 3, 438-446 p.
Keyword [en]
Nursing, patient dissatisfaction, Content analysis, Hospital care, Patient satisfaction, Professional-patient relations, Qualitative research
National Category
Nursing
Identifiers
URN: urn:nbn:se:miun:diva-3423DOI: 10.1111/j.1365-2702.2005.01544.xISI: 000244544100003PubMedID: 17335519Scopus ID: 2-s2.0-33847390445Local ID: 3409OAI: oai:DiVA.org:miun-3423DiVA: diva2:28455
Available from: 2008-09-30 Created: 2008-09-30 Last updated: 2016-10-04Bibliographically approved

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CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • harvard1
  • 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