Jangland Eva, Gunningberg Lena, Carlsson Maria
Department of Surgery, University Hospital, Uppsala, Sweden.
Patient Educ Couns. 2009 May;75(2):199-204. doi: 10.1016/j.pec.2008.10.007. Epub 2008 Nov 26.
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.
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.
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.
Patients and relatives experienced unnecessary anxiety and reduced confidence in health care after negative professional encounters.
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.
本研究旨在描述患者及其亲属向当地患者咨询委员会提出的关于他们在医疗保健中的遭遇和沟通情况的投诉。
纳入2002年至2004年间在当地患者咨询委员会登记的105例关于患者及其亲属对医疗保健中沟通和遭遇不满的投诉。采用内容分析法对文本进行分析。
确定了三类投诉：“未收到信息或未获得参与选项”、“未得到专业对待”以及“未获得护理或实际支持”。信息不足、尊重不够和同理心不足被描述为负面专业遭遇的最常见原因。
负面专业遭遇后，患者及其亲属在医疗保健中经历了不必要的焦虑并降低了信心。
向患者咨询委员会报告的投诉在医疗保健中可以得到更有效的利用，并在进行质量改进时被视为重要证据。系统地将患者故事（如本报告中获得的故事）用作教育和监督中的反思工具，可能是改善沟通并增进对患者在医疗保健中观点的新理解的一种方式。
