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.
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.
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。
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