Patients at the centre after a health care incident: A scoping review of hospital strategies targeting communication and nonmaterial restoration

Dijkstra, Rachel; Roodbeen, Ruud; Bouwman, Renée; Pemberton, Antony; Friele, R.D.

doi:10.1111/hex.13376

Cited by 4 publications

(1 citation statement)

References 42 publications

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“…In our study, we focused on IMS, which has been actively promoted by MHW of Taiwan from 2013 as a more recommended ADR approach. It involves mediations through communication, apology, and commitment to learning from past incidents to enhance patient safety in the future [33][34][35][36]. Similar IMS entities have been widely implemented in countries other than Taiwan.…”

Section: Discussionmentioning

confidence: 99%

The Intra-Hospital Medical Dispute Burden and Capacities: A Nationwide Survey in Taiwan

2023

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(1) Background: Medical disputes have long been resolved via lawsuits. Alternative dispute resolutions have been promoted for their benefits and win–win results. This study aims to investigate Taiwanese hospital medical dispute capacities and burdens. (2) Methods: This study used 2015 nationwide questionnaire data. The number and value of medical disputes that occurred in 2014 was examined to evaluate hospitals’ capabilities. Poisson regressions were used to determine the impact of coping abilities on the incidence of disputes and the associated compensation. (3) Results: The response rate of the questionnaire was 90%. Hospital features associated with higher medical disputes incidence included those of a scale ≤ 100 or 200–499 and having a dispute–inform process of over 4 h. In contrast, hospitals whose compensation fund was solely based on medical liability insurance reported less medical dispute incidence. The features associated with higher compensation were lack of continuing training and having a dispute–inform process over 4 h. In contrast, hospitals with standard operating procedures for in-hospital mediation and solicitude paid lower compensation. (4) Conclusions: Hospitals with quicker response times experienced fewer medical disputes and paid lower compensation. Dispute coping skills, other than reaction time, were more visible in compensation bargaining, but were not significantly correlated with incidence.

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Section: Discussionmentioning

confidence: 99%

The Intra-Hospital Medical Dispute Burden and Capacities: A Nationwide Survey in Taiwan

2023

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Patients at the centre after a health care incident: A scoping review of hospital strategies targeting communication and nonmaterial restoration

Dijkstra

Roodbeen

Bouwman

et al. 2021

Health Expectations

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Objective: This study aimed to provide an overview of the strategies adopted by hospitals that target effective communication and nonmaterial restoration (i.e., without a financial or material focus) after health care incidents, and to formulate elements in hospital strategies that patients consider essential by analysing how patients have evaluated these strategies.Background: In the aftermath of a health care incident, hospitals are tasked with responding to the patients' material and nonmaterial needs, mainly restoration and communication. Currently, an overview of these strategies is lacking. In particular, a gap exists concerning how patients evaluate these strategies. Search Strategy and InclusionCriteria: To identify studies in this scoping review, and following the methodological framework set out by Arksey and O'Malley, seven subject-relevant electronic databases were used (PubMed, Medline, Embase, CINAHL, PsycARTICLES, PsycINFO and Psychology & Behavioral Sciences Collection).Reference lists of included studies were also checked for relevant studies. Studies were included if published in English, after 2000 and as peer-reviewed articles.Main Results and Synthesis: The search yielded 13,989 hits. The review has a final inclusion of 16 studies. The inclusion led to an analysis of five different hospital strategies: open disclosure processes, communication-and-resolution programmes, complaints procedures, patients-as-partners in learning from health care incidents and subsequent disclosure, and mediation. The analysis showed three main domains that patients considered essential: interpersonal communication, organisation around disclosure and support, and desired outcomes.

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Medical Dispute Committees in the Netherlands: a qualitative study of patient expectations and experiences

Dijkstra

Elbers

Friele

et al. 2022

BMC Health Serv Res

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Background Health care incidents, such as medical errors, cause tragedies all over the world. Recent legislation in the Netherlands has established medical dispute committees to provide for an appeals procedure offering an alternative to civil litigation and to meet the needs of clients. Dispute committees incorporate a hybrid procedure where one can file a complaint and a claim for damages resulting in a verdict without going to court. The procedure is at the crossroads of complaints law and civil litigation. This study seeks to analyze to what extent patients and family members’ expectations and experiences with dispute committees match the goals of the new legislation. Methods This qualitative, retrospective research includes in-depth, semi-structured, face-to-face interviews with patients or family members who filed a complaint with a dispute committee in the Netherlands. The researchers conducted an inductive, thematic analysis of the qualitative data. Results A total of 26 interviews were held with 30 patients and family members. The results showed that participants particularly felt the need to be heard and to make a positive impact on health care. Some wished to be financially compensated, for others money was the last thing on their mind. The results demonstrated the existence of unequal power relationships between participants and both the defendant and dispute committee members. Participants reported the added value of (legal) support and expressed the need for dialogue at the hearing. Participants sometimes experienced closure after the proceedings, but often did not feel heard or felt a lack of a practical outcome and a tangible improvement. Conclusions This study shows that participants’ expectations and experiences were not always met by the current set up of the dispute committee proceedings. Participants did not feel heard, while they did value the potential for monetary compensation. In addition, some participants did not experience an empowered position but rather a feeling of a power misbalance. The feeling of a power misbalance and not being heard might be explained by existing epistemic injustice, which is a concept that should be carefully considered in processes after health care incidents.

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Patients at the centre after a health care incident: A scoping review of hospital strategies targeting communication and nonmaterial restoration

Cited by 4 publications

References 42 publications

The Intra-Hospital Medical Dispute Burden and Capacities: A Nationwide Survey in Taiwan

The Intra-Hospital Medical Dispute Burden and Capacities: A Nationwide Survey in Taiwan

Patients at the centre after a health care incident: A scoping review of hospital strategies targeting communication and nonmaterial restoration

Medical Dispute Committees in the Netherlands: a qualitative study of patient expectations and experiences

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