Thursday, 15 February 2018

What do patients complain about?

Roger Watson, Editor

The aim of this study reported in this article from Sweden and published in Nursing Open was to: ´To explore patient-reported regarding communication and healthcare  and how these were responded to by healthcare professionals.´ The article by Skålén et al. is titled: ´Patient complaints about health care in a Swedish County: characteristics and satisfaction after handling´.

The study exmained the content of 587 patient-reported complaints in one County Council in Sweden. According to the authors 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 complaint.´ In conclusion, the authors say: ´patient-reported complaints regarding provided care stem from asymmetric communication, where the patients are not met in accordance with their individual needs. From a person-centred perspective, this can have a significant impact on patients’ satisfaction with healthcare encounters and experiences of quality of care.´

Reference
Skålén, C., Nordgren, L. and Annerbäck, E.-M. (2016), Patient complaints about health care in a Swedish County: characteristics and satisfaction after handling. Nurs Open, 3: 203–211. doi:10.1002/nop2.54

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