Olsson Erik Masao
Department of Technology Management and Economics, Centre for Healthcare Improvement and Division of Quality Sciences, Chalmers University of Technology, Gothenburg, Sweden and Centre for Equity in Healthcare, Gothenburg, Sweden.
Int J Health Care Qual Assur. 2016 Jul 11;29(6):687-702. doi: 10.1108/IJHCQA-03-2014-0032.
Purpose - The purpose of this paper is to investigate healthcare customer complaints concerning interpersonal matters in cancer care. Design/methodology/approach - Complaints from cancer patients and their relatives (n=116) that dealt with interpersonal matters registered between 2009 and 2011 at four local Patients' Advisory Committees in Western Sweden were sampled and analyzed using qualitative content analysis. Findings - Complaints concerned lack of information and consideration from healthcare providers. Lack of empathy and civility also caused dissatisfaction, the latter particularly for women. Relatives complained that they did not feel included in the care process or were not offered proper support. Most complaints by relatives were filed by a female relative and concerned a male patient. Research limitations/implications - Information about patient demographics other than gender could not be investigated due to database limitations. Hence, factors such as age, country of birth, and geographical residence were not included for analysis. In addition, neither the type nor stage of cancer among the sampled patients was able to be addressed. Practical implications - Patient complaints should not only be viewed as a post-consumption judgment, but also as a service interaction activity. This may require healthcare providers to enhance their interpersonal skills, allowing patients and relatives to provide feedback during service interaction to satisfactorily address dissatisfaction. Visualizing gender disparities may help healthcare providers prevent stereotypical encounters. In addition, the provider should be invited to participate in the customer's value creating network, which may also include knowledge and skills from other sources, such as relatives. Originality/value - Value co-creation offers a different view on patient complaints. Incorporating social construction into value co-creation may reveal socially constructed disparities. The paper provides aggregated information on cancer patients' and relatives' complaints concerning interpersonal issues, which can increase knowledge about patient healthcare service perceptions.
目的——本文旨在调查癌症护理中有关人际问题的医疗保健客户投诉。
设计/方法/途径——对2009年至2011年期间瑞典西部四个地方患者咨询委员会登记的涉及人际问题的癌症患者及其亲属（n = 116）的投诉进行抽样，并采用定性内容分析法进行分析。
研究结果——投诉涉及医疗保健提供者缺乏信息提供和关怀。缺乏同理心和礼貌也会导致不满，后者对女性影响尤为明显。亲属抱怨他们在护理过程中没有被纳入，或者没有得到适当的支持。亲属的大多数投诉由女性亲属提出，且涉及男性患者。
研究局限/启示——由于数据库限制，无法调查除性别以外的患者人口统计学信息。因此，年龄、出生地和居住地区等因素未纳入分析。此外，抽样患者的癌症类型和阶段均无法涉及。
实际意义——患者投诉不应仅被视为消费后的评判，还应被视为一种服务互动活动。这可能要求医疗保健提供者提高他们的人际沟通技巧，允许患者和亲属在服务互动过程中提供反馈，以令人满意地解决不满。直观呈现性别差异可能有助于医疗保健提供者避免刻板印象的接触。此外，应邀请提供者参与客户的价值创造网络，这也可能包括来自其他来源（如亲属）的知识和技能。
原创性/价值——价值共创为患者投诉提供了不同的视角。将社会建构纳入价值共创可能揭示社会建构的差异。本文提供了关于癌症患者及其亲属有关人际问题投诉的汇总信息，这可以增加对患者医疗保健服务认知的了解。
