Kirkcaldy Hanlé, van Rensburg Esmé, du Plooy Kobus
School of Psychosocial and Behavioural Sciences, North-West University, Potchefstroom, South Africa.
Health SA. 2020 Oct 12;25:1384. doi: 10.4102/hsag.v25i0.1384. eCollection 2020.
Professional malpractice complaints in the South African health arena have increased over the last decade. There is a lack of research on how South African health practitioners experience professional malpractice complaints and complaint processes.
This article reports on one aspect of the findings in a more extensive study relating to the complaint experience of psychology practitioners, namely how a group of psychology practitioners experienced their relationship with and the processes at the regulator during a malpractice complaint. The regulator refers to the professional registration body which manages complaints against practitioners.
The study included 10 registered South African psychologists who experienced a malpractice complaint.
After sampling, semi-structured interviews were conducted, audio-recorded and transcribed. The data were managed using interpretative phenomenological analysis (IPA) to elicit the personal, subjective experience of the individual participants.
Two superordinate themes and related subthemes emerged from the analysis. First, relating to the experience of the complaint procedures and processes, participants experienced an extended timeframe for complaint management, a lack of communication during complaint management, legal challenges during some disciplinary proceedings and some complaints as unjustified and frivolous. Second, participants were unsure of their relationship with the regulator. Their responses denoted instances of vulnerability and inequality during proceedings.
The findings call for closer collaboration between the registration body and practitioners during complaints management, to eliminate vexatious complaints, to streamline processes and to encourage guidance of and support for the professional.
在过去十年中，南非医疗领域的专业医疗事故投诉有所增加。对于南非医疗从业者如何经历专业医疗事故投诉及投诉流程，缺乏相关研究。
本文报告了一项更广泛研究中与心理学从业者投诉经历相关的一个方面的研究结果，即一群心理学从业者在医疗事故投诉期间如何看待他们与监管机构的关系以及投诉流程。监管机构指的是管理针对从业者投诉的专业注册机构。
该研究纳入了10名经历过医疗事故投诉的南非注册心理学家。
抽样后，进行了半结构化访谈，进行了录音和转录。使用解释性现象学分析（IPA）来处理数据，以引出个体参与者的个人主观体验。
分析得出了两个上位主题及相关子主题。第一，关于投诉程序和流程的体验，参与者经历了投诉管理时间延长、投诉管理期间缺乏沟通、一些纪律处分程序中的法律挑战以及一些被认为不合理和琐碎的投诉。第二，参与者不确定他们与监管机构的关系。他们的回答表明在程序中存在脆弱性和不平等的情况。
研究结果呼吁注册机构与从业者在投诉管理期间加强合作，以消除无理投诉，简化流程，并鼓励对专业人员的指导和支持。
