Supporting staff to respond effectively to informal complaints: findings from an action research study
Supporting staff to respond effectively to informal complaints: findings from an action research study
复制标题
DOI：
10.1111/jocn.12770
复制
发表时间：
2015-08-01
影响因子：
4.2
通讯作者：
Gallagher, Ann
中科院分区：
文献类型：
--
作者：
Allan, Helen T.;Odelius, Ann Christine;Gallagher, Ann
目的和目标。了解护士和助产士如何处理病房层面的非正式投诉。提供高质量、富有同情心的临床护理和助产服务是全球优先事项。投诉管理系统已建立在英国的国家卫生服务，以改善病人的经验，但很少有人知道有效的反应，在临床实践中的非正式投诉的护士和助产士。合作行动研究. 2011-2014年期间，主要与一个国家卫生服务信托基金有关的四个阶段的数据收集和分析，包括：在九个月的时间里，对投诉数据进行了范围界定，与五名服务使用者和六名主要利益攸关方进行了访谈，并与六名助产士进行了八次反思性讨论，两次沟通培训，与不同的助产士组和一个焦点小组，与四名护士在合作的信任。从这些数据中出现了三个关键主题：多个和多米诺骨牌投诉;病房工作人员需要支持;和不明确的投诉系统。目前的研究没有捕捉投诉的复杂性和护理和助产对非正式投诉的反应。与临床实践相关。需要强大的系统来支持临床工作人员改善对非正式投诉的响应，从而改善患者体验。
Aim and objective. To understand how nurses and midwives manage informal complaints at ward level.Background. The provision of high quality, compassionate clinical nursing and midwifery is a global priority. Complaints management systems have been established within the National Health Service in the UK to improve patient experience yet little is known about effective responses to informal complaints in clinical practice by nurses and midwives.Design. Collaborative action research.Methods. Four phases of data collection and analysis relating to primarily one National Health Service trust during 2011-2014 including: scoping of complaints data, interviews with five service users and six key stakeholders and eight reflective discussion groups with six midwives over a period of nine months, two sessions of communications training with separate groups of midwives and one focus group with four nurses in the collaborating trust.Results. Three key themes emerged from these data: multiple and domino complaints; ward staff need support; and unclear complaints systems.Conclusions. Current research does not capture the complexities of complaints and the nursing and midwifery response to informal complaints. Relevance to clinical practice. Robust systems are required to support clinical staff to improve their response to informal complaints and thereby improve the patient experience.