Söderberg Siv, Olsson Malin, Skär Lisa
Division of Nursing, Department of Health Science, Luleå University of Technology, Luleå, Sweden.
Scand J Caring Sci. 2012 Mar;26(1):144-50. doi: 10.1111/j.1471-6712.2011.00936.x. Epub 2011 Oct 20.
The aim of this study was to describe female patients' experiences of dissatisfaction with healthcare. People who have been treated with dignity during healthcare encounters are more prone to report better adherence to treatment and higher satisfaction with their care. Good quality care is commonly described as individualized and related to individual needs. This study has a qualitative approach, as the aim was to describe female patients' experiences of dissatisfaction with healthcare from a first person perspective. A purposive sample of fourteen women was interviewed about their experiences of dissatisfaction with healthcare. The interviews were subjected to a qualitative content analysis. The findings show that the women were treated with indifference when they were being withheld information, felt distrusted, and when they were treated badly they did not receive an apology. The findings also show that the women experienced that they did not feel safe when they had no one liable to turn to within the healthcare when the encounter did not correspond to the women's needs and expectations. The women's experiences of being withheld explanations can be seen as a violation of their dignity and a hidden suffering from care. In conclusion, the study shows the importance of receiving a personal explanation after filing a complaint about healthcare and recommends that clinics that receive a complaint from a patient should contact that patient and provide an individualized explanation.
本研究的目的是描述女性患者对医疗保健不满的经历。在医疗保健过程中受到尊重对待的人更倾向于报告对治疗的更好依从性以及对护理的更高满意度。优质护理通常被描述为个性化的且与个人需求相关。本研究采用定性研究方法，因为其目的是从第一人称视角描述女性患者对医疗保健不满的经历。对14名女性进行了有目的抽样访谈，了解她们对医疗保健不满的经历。对访谈进行了定性内容分析。研究结果表明，当女性被隐瞒信息、感到被不信任，以及受到恶劣对待且未得到道歉时，她们受到了冷漠对待。研究结果还表明，当医疗保健过程不符合女性的需求和期望且她们在医疗保健机构内无人可求助时，女性会感到不安全。女性被隐瞒解释的经历可被视为对其尊严的侵犯以及护理带来的隐性痛苦。总之，该研究表明在对医疗保健提出投诉后获得个人解释的重要性，并建议收到患者投诉的诊所应与该患者联系并提供个性化解释。
