Complaints concerning communication reported by users of healthcare in a specific region in Sweden

Abstract

Introduction: Effective communication between patients and healthcare staff is important in all healthcare services. Previous studies investigating criticism and complaints concerning treatment reported by patients and relatives in a healthcare context point to the most common complaints were unsatisfactory information, unsatisfactory respect and unsatisfactory empathy, but further investigation is needed. Objective: The aim of this study was to explore complaints reported by patients and relatives in a county council area in the context of communication between patients and healthcare staff, and to investigate the impact complaints can have on the safety and quality of healthcare. Methods: An exploratory descriptive design was used with a participatory approach. 115 complaints from patients and relatives, collected from various contexts relating to healthcare, were analyzed through qualitative content analysis. Results: Four categories emerged from the analysis of complaints: 1) inadequate communication; 2) inadequate individualistic and holistic healthcare; 3) unprofessional attitude of healthcare staff; and 4) the complaints had both a negative and positive impact on the organization of healthcare. The study showed that complaints were related to a lack of adequate verbal and written communication, the patients' feelings that the healthcare staff did not taking their experiences seriously, and an unprofessional, indifferent and discriminatory attitude among the healthcare staff. The complaints had both a negative and positive impact on the organization of healthcare. Conclusions: This study highlights how it is possible to learn from complaints about healthcare, and demonstrates that this is a prerequisite for improving healthcare practice. Knowledge about where healthcare practice is failing can be increased, and this can be fed into policies for patient safety and quality healthcare.

The Danish wound‐quality of life (Wound‐QoL) questionnaire: Translation and psychometric properties

“…The reason that this may be particularly important for patients living with HTH wounds can be that they are often treated simultaneously in both primary and secondary healthcare sectors, thus encountering many different nurses and doctors. Based on this, and the findings of a Swedish study who found that most complaints from patients and their relatives are related to lack of communication, inadequate individualistic and holistic healthcare, 40 we encourage healthcare professionals treating this specific patient group to pay attention to patient involvement and communication across healthcare sectors. This is in line with the suggestions by Deufert and colleagues, stating that the Wound‐QoL may be useful for health professionals to expand the focus on patient perspectives in clinical practice 20 …”

Body image concerns in patients with an implantable cardioverter defibrillator: A scoping review

“…78 Body image concerns may not be on the patient's mind when discussing implantation and it is known that an individualistic and holistic involvement and communication with patients from the health care professionals plays a crucial role for patient's satisfaction with the healthcare system and treatment. 79 Therefore, we recommend that health providers ask patients about body image concerns before and after the ICD is implanted, regardless of patients' gender, 11 as such involvement may lead to a decision to submammary implantation and increase patient satisfaction due to reduced body image concerns. 9,10,12 However, this requires an adoption of the method by the clinicians, as this is currently not the standard implantation technique for ICDs, and perhaps not a possible solution for some patients.…”

The Subcutaneous Implantable Cardioverter-Defibrillator: A Patient Perspective

“…Body image concerns should be discussed with the patient before implantation, sharing with them the decision about which ICD is preferable. Good communication between a patient and physician plays a crucial role for the patient's satisfaction with treatment [12], particularly during the decision-making process. It is crucial to avoid a negative impact of the implant on the well-being of patients to reduce depression and anxiety that could increase the risk of ventricular arrhythmias (VAs) and mortality [13], as well as causing general noncompliance with medical treatment [14].…”