‘Are they really allowed to treat me like that?’ – A qualitative study to explore the nature of formal patient complaints about mental healthcare services in Sweden

Abstract

The improvement of mental healthcare services requires patients' experiences to identify problems and possible deficits in care. In this study, we explored the nature and meaning of formal patient complaints about mental healthcare services in one region of Sweden using a descriptive design with a qualitative approach. A systematic random sample of 106 formal patient complaints about mental healthcare services in 1 Swedish county was selected and analysed thematically, based on descriptive phenomenology. Themes identified were: lack of access to mental healthcare services and specialist treatment, problems related to unmet needs and difficulties with healthcare staff, insufficient care and treatment and lack of continuity in care, and experiences of not been taken seriously or feeling abused by staff. The vulnerability of patients already in the system is a greater issue than realized. The human right to health and the healthcare of patients with mental ill health can be strengthened by increased access to care, listening to patients properly, and delivering continuity in care.

Examining characteristics of descriptive phenomenological nursing studies: A scoping review

“…Ten studies reported being a descriptive, qualitative, or descriptive qualitative study ‘with’ or ‘grounded in’ a phenomenological approach. Although seven studies reported adopting a qualitative or descriptive qualitative approach, they proceeded to describe a descriptive phenomenological data analysis technique by Giorgi, Colaizzi or Sundler (Al Gilani et al, 2021; Macapagal et al, 2021; Nuuyoma & Makhene, 2021; Olander et al, 2021; Othman et al, 2021; Ratnawati & Rizaldi, 2021; Sundler et al, 2021). However, one study (George et al, 2021) used a ‘phenomenological approach with descriptive thematic analysis’ without providing references.…”

“…Three studies had multiple data collection methods such as a combination of individual and dyadic interviews (Olander et al, 2021), or individual interviews and focus groups (Mathews & Anderson, 2021; Othman et al, 2021). Other online data collection methods included open‐ended questionnaires (Vignato et al, 2021), written narrative reflective inquiry (Schuler et al, 2021), written complaints documented in a report (Sundler et al, 2021), written descriptions and illustrative examples (Aldiabat et al, 2021) sent through email.…”

“…Other online data collection methods included open-ended questionnaires (Vignato et al, 2021), written narrative reflective inquiry (Schuler et al, 2021), written complaints documented in a report (Sundler et al, 2021), written descriptions and illustrative examples (Aldiabat et al, 2021) sent through email.…”

Patients' negative experiences with health care settings brought to light by formal complaints: A qualitative metasynthesis

“…Sometimes, patients experienced they received contradicting information (Eriksson & Svedlund, 2007; Jangland et al, 2009; Kee et al, 2018; Olsson, 2016; Sundler et al, 2022; Wofford et al, 2004). It was especially confusing when such contradicting information came from different health care professionals (Sundler et al, 2022; Wofford et al, 2004), as one patient observed:

One doctor will come in and say they are going to do one thing and someone will come in later and say they're going to do something else […] It seems the left hand doesn't know what the right hand is doing. (Wofford et al, 2004, p. 137)

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“…TA B L E 1 (Continued) not updated about the patients' health (Jangland et al, 2009;Olsson, 2016). Patients felt lost in a system where they did not know what comes next and had no idea who was responsible for them (Hågensen et al, 2018;Olsson, 2016;Sundler et al, 2022), resulting in poor follow-up and delays (Jangland et al, 2009;Ming et al, 2019;Råberus et al, 2018;Sundler et al, 2020Sundler et al, , 2022Wofford et al, 2004). One relative could not understand why his father had to wait so long for treatment:…”