Stuart Tania, Cunningham Wayne
N Z Dent J. 2015 Mar;111(1):25-9.
This study aimed to investigate the impact of receiving a patient complaint on dentists in New Zealand.
A qualitative research method was chosen to investigate the experience of dentists in receipt of a complaint. Nine dentists practising in New Zealand who had received complaints from a variety of sources were interviewed. All volunteered having responded to requests and advertisements seeking participants for the study. In-depth interviews with line-by-line transcript analysis allowed the discovery of themes and subthemes related to the impact of complaints.
Receiving a complaint was a stressful experience for these dentists. Anxiety, loss of confidence, fear of loss of income and altered relationships with complainants characterised respondents' personal responses. Dentists were distracted from family time by the complaint, and their families experienced upset and anxiety. Anxiety spread within the practice to colleagues and staff. Respondents and their staff had to cope with difficult and at times abusive behaviour from complainants and their families. Dentists reported feeling helpless, struggling with lack of timeliness, the need for a satisfactory and meaningful resolution and the impact of third parties, particularly in the genesis of the complaint. They were aware of costs incurred by patients. They sought meaningful support but sometimes late in the process. For these respondents the complaint led to few changes in their practice.
Receiving a complaint is a stressful experience and dentists need appropriate emotional as well as legal support. The responsibility for this lies with the wider profession.
本研究旨在调查收到患者投诉对新西兰牙医的影响。
采用定性研究方法来调查牙医收到投诉的经历。对九位在新西兰执业且收到来自各种渠道投诉的牙医进行了访谈。他们均因回应研究的招募请求和广告而自愿参与。通过逐行转录分析的深度访谈，发现了与投诉影响相关的主题和子主题。
收到投诉对这些牙医来说是一段压力巨大的经历。焦虑、信心丧失、对收入损失的恐惧以及与投诉者关系的改变是受访者的个人反应特征。投诉使牙医无暇顾及家庭时间，其家人也感到心烦意乱和焦虑。焦虑在诊所内蔓延至同事和员工。受访者及其员工不得不应对投诉者及其家人的刁难行为，有时甚至是辱骂行为。牙医们表示感到无助，在投诉处理缺乏及时性、需要达成令人满意且有意义的解决方案以及第三方影响（尤其是在投诉起因方面）等问题上挣扎。他们意识到患者产生的费用。他们寻求有意义的支持，但有时在过程后期才寻求。对于这些受访者而言，投诉几乎未导致他们的执业方式发生改变。
收到投诉是一段压力巨大的经历，牙医需要适当的情感支持和法律支持。这一责任应由更广泛的行业承担。
