患者对医疗服务体验和沟通的投诉。
Patients' complaints regarding healthcare encounters and communication.
作者信息
Skär Lisa, Söderberg Siv
机构信息
Department of Health Blekinge Institute of Technology Karlskrona Sweden.
Department of Nursing Sciences Mid Sweden University Östersund Sweden.
出版信息
Nurs Open. 2018 Feb 26;5(2):224-232. doi: 10.1002/nop2.132. eCollection 2018 Apr.
Abstract
AIM
To explore patient-reported complaints regarding communication and healthcare encounters and how these were responded to by healthcare professionals.
DESIGN
A retrospective and descriptive design was used in a County Council in northern part of Sweden. Both quantitative and qualitative methods were used.
METHODS
The content of 587 patient-reported complaints was included in the study. Descriptive statistical analysis and a deductive content analysis were used to investigate the content in the patient-reported complaints.
RESULTS
The results show that patients' dissatisfaction with encounters and communication concerned all departments in the healthcare organization. Patients were most dissatisfied when they were not met in a professional manner. There were differences between genders, where women reported more complaints regarding their dissatisfaction with encounters and communication compared with men. Many of the answers on the patient-reported complaints lack a personal apology and some of the patients failed to receive an answer to their complaints.
摘要
目的
探讨患者报告的关于沟通及医疗服务接触的投诉情况，以及医护人员对此的回应方式。
设计
瑞典北部一个郡议会采用了回顾性和描述性设计。同时运用了定量和定性方法。
方法
本研究纳入了587份患者报告的投诉内容。采用描述性统计分析和演绎性内容分析来调查患者报告投诉中的内容。
结果
结果显示，患者对医疗服务接触和沟通的不满涉及医疗组织的所有部门。当患者未得到专业对待时，他们最不满意。不同性别之间存在差异，与男性相比，女性报告的对接触和沟通不满的投诉更多。许多对患者报告投诉的回复缺乏个人道歉，一些患者的投诉未得到答复。
相似文献
1
Patients' complaints regarding healthcare encounters and communication.患者对医疗服务体验和沟通的投诉。
Nurs Open. 2018 Feb 26;5(2):224-232. doi: 10.1002/nop2.132. eCollection 2018 Apr.
2
Complaints with encounters in healthcare - men's experiences.医疗保健中的就医投诉——男性的经历。
Scand J Caring Sci. 2012 Jun;26(2):279-86. doi: 10.1111/j.1471-6712.2011.00930.x. Epub 2011 Oct 4.
3
Patients' and relatives' complaints about encounters and communication in health care: evidence for quality improvement.患者及其亲属对医疗服务中诊疗过程与沟通的投诉：质量改进的证据
Patient Educ Couns. 2009 May;75(2):199-204. doi: 10.1016/j.pec.2008.10.007. Epub 2008 Nov 26.
4
Interpersonal complaints regarding cancer care through a gender lens.从性别视角看关于癌症护理的人际投诉。
Int J Health Care Qual Assur. 2016 Jul 11;29(6):687-702. doi: 10.1108/IJHCQA-03-2014-0032.
5
The nature of patient complaints: a resource for healthcare improvements.患者投诉的本质：医疗保健改进的资源。
Int J Qual Health Care. 2019 Aug 1;31(7):556-562. doi: 10.1093/intqhc/mzy215.
6
A hidden kind of suffering: female patient's complaints to Patient's Advisory Committee.一种隐秘的痛苦：女性患者向患者咨询委员会的投诉
Scand J Caring Sci. 2012 Mar;26(1):144-50. doi: 10.1111/j.1471-6712.2011.00936.x. Epub 2011 Oct 20.
7
Exploring complaints by female and male patients at Swedish hospitals using a probabilistic graphical model.使用概率图形模型探究瑞典医院中女性和男性患者的投诉情况。
Scand J Caring Sci. 2018 Sep;32(3):1148-1156. doi: 10.1111/scs.12560. Epub 2018 Feb 20.
8
Patient complaints about health care in a Swedish County: characteristics and satisfaction after handling.瑞典某郡患者对医疗保健的投诉：处理后的特征及满意度
Nurs Open. 2016 May 10;3(4):203-211. doi: 10.1002/nop2.54. eCollection 2016 Oct.
9
Patient complaints about communication in cancer care settings: Hidden between the lines.患者对癌症护理环境中沟通的不满：字里行间的隐情。
Patient Educ Couns. 2023 Sep;114:107838. doi: 10.1016/j.pec.2023.107838. Epub 2023 Jun 3.
10
Complaints handling in hospitals: an empirical study of discrepancies between patients' expectations and their experiences.医院投诉处理：患者期望与体验差异的实证研究
BMC Health Serv Res. 2008 Sep 30;8:199. doi: 10.1186/1472-6963-8-199.
引用本文的文献
1
Disparities in Risk Perception: A Comparison Between Medical and Non-medical Professionals Using Propensity Score Matching.风险认知差异：使用倾向得分匹配法对医学与非医学专业人员的比较
Cureus. 2025 May 24;17(5):e84718. doi: 10.7759/cureus.84718. eCollection 2025 May.
2
Descriptive study of claims in primary care during the year 2022 in a health area of Spain.2022年西班牙某卫生区域初级保健索赔情况的描述性研究。
Clinics (Sao Paulo). 2024 Dec 2;80:100546. doi: 10.1016/j.clinsp.2024.100546. eCollection 2025.
3
It Is Time to Take Complaints Seriously? An Exploratory Analysis of Communications Sent by Users to a Public Healthcare Agency before, during and after the COVID-19 Pandemic.是时候认真对待投诉了？对公共医疗保健机构在 COVID-19 大流行前后期间收到的用户投诉进行的探索性分析。
Int J Environ Res Public Health. 2024 Sep 28;21(10):1299. doi: 10.3390/ijerph21101299.
4
Avoidable Injuries in 1,211 Patients with Dermatological Diagnoses in Claims to the Swedish National Patient Insurance Company during 2016 to 2020.2016年至2020年期间，瑞典国家患者保险公司理赔的1211例皮肤科诊断患者中的可避免伤害
Acta Derm Venereol. 2024 Sep 15;104:adv40257. doi: 10.2340/actadv.v104.40257.
5
Health-related quality of life in hemato-oncology patients: role of informativeness and doctor-patient communication.血液肿瘤患者的健康相关生活质量：信息性和医患沟通的作用。
Health Psychol Res. 2024 May 26;12:117643. doi: 10.52965/001c.117643. eCollection 2024.
6
Perceptions of Uncertainty in Medical Care Among Non-medical Professionals and Nurses in Japan: A Cross-Sectional Internet-Based Preliminary Survey.日本非医学专业人员和护士对医疗护理中不确定性的认知：基于互联网的横断面初步调查。
Cureus. 2024 Mar 2;16(3):e55418. doi: 10.7759/cureus.55418. eCollection 2024 Mar.
7
Relatives' experiences of care encounters in the general ward after ICU discharge: a qualitative study.重症监护病房（ICU）出院后亲属在普通病房护理遭遇的经历：一项定性研究
BMC Nurs. 2023 Oct 21;22(1):399. doi: 10.1186/s12912-023-01562-9.
8
Patient Experiences of Communication with Healthcare Professionals on Their Healthcare Management around Chronic Respiratory Diseases.患者在慢性呼吸道疾病医疗管理方面与医护人员沟通的经历。
Healthcare (Basel). 2023 Jul 31;11(15):2171. doi: 10.3390/healthcare11152171.
9
Analysis of patients' complaints in primary healthcare centres through the Mawid appl in Riyadh, Saudi Arabia; a cross-sectional study.通过沙特阿拉伯利雅得的Mawid应用程序对初级医疗保健中心患者投诉进行分析；一项横断面研究。
Malays Fam Physician. 2023 Feb 26;18:17. doi: 10.51866/oa.72. eCollection 2023.
10
Improving heart failure care with an Experience-Based Co-Design approach: what matters to persons with heart failure and their family members?采用基于经验的共同设计方法改善心力衰竭护理：心力衰竭患者及其家庭成员关心的是什么？
BMC Health Serv Res. 2023 Mar 28;23(1):294. doi: 10.1186/s12913-023-09306-w.
本文引用的文献
1
Patient complaints about health care in a Swedish County: characteristics and satisfaction after handling.瑞典某郡患者对医疗保健的投诉：处理后的特征及满意度
Nurs Open. 2016 May 10;3(4):203-211. doi: 10.1002/nop2.54. eCollection 2016 Oct.
2
Being in togetherness: meanings of encounters within primary healtcare setting for patients living with long-term illness.共处：初级医疗保健环境中与慢性病患者相遇的意义。
J Clin Nurs. 2016 Oct;25(19-20):2854-62. doi: 10.1111/jocn.13333. Epub 2016 Jul 7.
3
Characteristics and Correlates of Word Use in Physician-Patient Communication.医患沟通中词汇使用的特征及相关因素
Ann Behav Med. 2016 Oct;50(5):664-677. doi: 10.1007/s12160-016-9792-x.
4
Adverse events in nursing: A retrospective study of reports of patient and relative experiences.护理中的不良事件：对患者和家属体验报告的回顾性研究。
Int Nurs Rev. 2015 Sep;62(3):377-85. doi: 10.1111/inr.12192. Epub 2015 Jun 24.
5
District nurses' views on quality of primary healthcare encounters.社区护士对初级医疗保健服务质量的看法。
Scand J Caring Sci. 2015 Sep;29(3):418-25. doi: 10.1111/scs.12146. Epub 2014 May 8.
6
Communication in nursing practice.护理实践中的沟通。
Mater Sociomed. 2014 Feb;26(1):65-7. doi: 10.5455/msm.2014.26.65-67. Epub 2014 Feb 20.
7
Disclosing medical mistakes: a communication management plan for physicians.披露医疗失误：医生的沟通管理计划
Perm J. 2013 Spring;17(2):73-9. doi: 10.7812/TPP/12-106.
8
Comparing the outcome of two different procedures to handle complaints from a patient's perspective.从患者角度比较处理投诉的两种不同程序的结果。
J Forensic Leg Med. 2013 May;20(4):290-5. doi: 10.1016/j.jflm.2012.11.001. Epub 2012 Dec 13.
9
How do hospitals handle patients complaints? An overview from the Paris area.医院如何处理患者投诉？来自巴黎地区的概述。
J Forensic Leg Med. 2013 May;20(4):242-7. doi: 10.1016/j.jflm.2012.09.013. Epub 2012 Oct 3.
10
Navigating ethics of physician-patient confidentiality: a communication privacy management analysis.探讨医患保密的伦理问题：一项传播隐私管理分析。
Perm J. 2012 Fall;16(4):41-5. doi: 10.7812/TPP/12-042.
Zotero 插件