Patients' and relatives' complaints about encounters and communication in health care: Evidence for quality improvement
Patients' and relatives' complaints about encounters and communication in health care: Evidence for quality improvement
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DOI：
10.1016/j.pec.2008.10.007
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发表时间：
2009-05-01
影响因子：
3.5
通讯作者：
Carlsson, Maria
中科院分区：
文献类型：
--
作者：
Jangland, Eva;Gunningberg, Lena;Carlsson, Maria
目的：描述患者及亲属向当地患者咨询委员会投诉其在医疗保健中的接触和沟通情况。方法：收集2002年至2004年在当地患者咨询委员会登记的患者及亲属对沟通和沟通不满意的投诉(n=105)。结果：确定了三种类型：“没有收到信息或没有被给予参与的选项”、“没有得到专业的态度”和“没有得到护理或实际支持”。信息不充分、尊重不足和同理心不足是导致负面职业遭遇的最常见原因。结论：患者及其亲属在遭遇负面职业遭遇后，经历了不必要的焦虑和对医疗保健的信心下降。实践启示：向患者咨询委员会报告的投诉可以更有效地用于医疗保健，并可作为开展质量改进工作的重要依据。系统地使用患者的故事，如本报告中获得的那些，作为教育和监督中的反思工具，可能是改善沟通的一种方式，并使人们对患者在卫生保健方面的观点有新的理解。(C)2008爱思唯尔爱尔兰有限公司。保留所有权利。
Objective: The aim of this study was to describe patients' and relatives' complaints to the local Patients' Advisory Committee about their encounters and communication in health care.Methods: Complaints (n = 105) regarding patients' and relatives' dissatisfaction with communication and encounters in health care, registered at a local Patients' Advisory Committee between 2002 and 2004, were included. The texts were analysed using content analysis.Results: Three categories were identified: "Not receiving information or being given the option to participate", "Not being met in a professional manner" and "Not receiving nursing or practical support". Insufficient information, insufficient respect and insufficient empathy were described as the most common reasons for a negative professional encounter.Conclusion: Patients and relatives experienced unnecessary anxiety and reduced confidence in health care after negative professional encounters.Practice implications: The complaints reported to the Patients' Advisory Committee could be used more effectively in health care and be regarded as important evidence when working with quality improvement. To systematically use patient stories, such as those obtained in this report, as a reflective tool in education and supervision could be one way to improve communication and bring new understanding about the patient's perspective in health care. (C) 2008 Elsevier Ireland Ltd. All rights reserved.