Development of an integrated and sustainable rural service for people with diabetes in the Scottish Highlands

Cramp, Geoffrey J

doi:10.22605/rrh422

Cited by 2 publications

(3 citation statements)

References 0 publications

Supporting

Mentioning

Contrasting

Order By: Relevance

“… 25 It would be helpful for future studies to try and control for the quality of healthcare provided, as there is good evidence that people living in rural areas find it more difficult to access high-quality care, so this finding may reflect care quality rather than the underlying propensity to complain. 26 Regarding personality and complaint behaviour, evidence has been anecdotal at best. 18 27–29 Some empirical knowledge, however, exists from studies of patient satisfaction.…”

Section: Discussionmentioning

confidence: 99%

Complaint behaviour among healthcare users: self-reported complaint experience and complaint proneness in adult men

Birkeland,

Bismark,

Barry

et al. 2024

BMJ Open Qual

View full text Add to dashboard Cite

AimsWhen patients are harmed by, or dissatisfied with, healthcare, only a minority will lodge a complaint or file a claim for compensation. This survey aimed to investigate complaint behaviour and inequalities in complaints using self-reports and hypothetical case vignettes.MethodsCross-sectional, web-based survey among 6755 Danish men aged 45–70 years (response rate=30%). Participants reported their lifetime complaint experience and the likelihood that they would complain in response to hypothetical case vignettes.ResultsOverall, 4.8% of participants had complained about healthcare. Predictors were younger age (OR 2.08, 95% CI 1.32 to 3.27, p=0.002 45–50 years compared with 65–70 years), chronic illness (OR 1.49, 95% CI 1.12 to 1.98, p=0.006), rural residence (OR 2.11, 95% CI 1.20 to 3.73, p=0.010 comparing least and most populated areas), high healthcare utilisation (OR 1.55, 95% CI 1.18 to 2.03, p=0.002 primary care, and OR 1.97, 95% CI 1.52 to 2.55, p=0.000 hospital care) and decreased agreeableness on the 10-item Big Five personality inventory (OR 0.91, 95% CI 0.83 to 0.99, p=0.034). Complaint experience was associated with increased wish to complain about the treatment in the hypothetical vignettes (p=0.006).ConclusionsRoughly 1 in 20 men reported having complained about healthcare. Complaints were more common among men who were younger, living in rural areas, diagnosed with chronic illness and high users of healthcare services. Prior complaint experience may be associated with a higher proclivity for complaining about future healthcare. Findings suggest differences in the way healthcare users respond to care experiences, pointing to the importance of aligning expectations and providing clear information about treatment options.

show abstract

Section: Discussionmentioning

confidence: 99%

Complaint behaviour among healthcare users: self-reported complaint experience and complaint proneness in adult men

Birkeland,

Bismark,

Barry

et al. 2024

BMJ Open Qual

View full text Add to dashboard Cite

show abstract

“…17 Journey mapping is increasingly applied to elicit the patient experience when interacting with the health system 18 and reveal opportunities to improve health services. [19][20][21][22][23] Patient journey mapping is commonly done using individual interviews, making data collection overwhelming if multiple perspectives are desired.…”

Section: What This Study Addsmentioning

confidence: 99%

“…Journey mapping is a user-centred design technique that originated in the business sector to understand customer experiences and needs, so as to design services of greater value 17. Journey mapping is increasingly applied to elicit the patient experience when interacting with the health system18 and reveal opportunities to improve health services 19–23. Patient journey mapping is commonly done using individual interviews, making data collection overwhelming if multiple perspectives are desired.…”

Section: Introductionmentioning

confidence: 99%

Opportunities to improve asthma and COPD prevention and care: insights from the patient journey obtained through focus groups

Collins-Fairclough,

Rideout,

Joshi

et al. 2023

BMJ Open Qual

View full text Add to dashboard Cite

BackgroundThe healthcare experiences of patients hold valuable insights for improving the quality of services related to their well-being. We therefore invited and explored the perspectives of patients living with asthma and chronic obstructive pulmonary disease (COPD) on their interaction with the systems supporting health, in order to identify opportunities to improve services to prevent, treat and manage these conditions.MethodsTwo virtual focus groups were held in August 2021, one for adult asthma and one for COPD, to learn of patients’ experiences receiving care for these conditions in the Vancouver Coastal Health (VCH) region of British Columbia. Participants were recruited through online postings or their clinician. We discussed the care pathway for each condition and invited participants to share their experiences of the past 5 years, specifically their reflections on the process, including feelings, points of praise and frustration, and opportunities for improvement in this context. Composite patient journey maps were developed for each condition to reflect the experiences shared. Audio recordings of the focus groups were transcribed and used in qualitative data analysis.ResultsThematic analysis revealed the following as possible areas for improvement: low public awareness of asthma and COPD and associated risk factors, non-standardised diagnosis pathways that delay diagnosis, and inconsistency in delivering valued aspects of care such as supports for self-management, trust-inspiring acute care, empowering patient communication and timely access to care.ConclusionWe successfully used focus groups to generate composite journey maps of the experiences of patients living with asthma (n=8) and COPD (n=9) to identify features that these patients consider important for improving the healthcare system for asthma and COPD in VCH. Health professionals, decision makers and patient advocates in VCH and beyond can consider these insights when evaluating, and planning changes to, current practices and policies in service delivery.

show abstract

Development of an integrated and sustainable rural service for people with diabetes in the Scottish Highlands

Cited by 2 publications

References 0 publications

Complaint behaviour among healthcare users: self-reported complaint experience and complaint proneness in adult men

Complaint behaviour among healthcare users: self-reported complaint experience and complaint proneness in adult men

Opportunities to improve asthma and COPD prevention and care: insights from the patient journey obtained through focus groups

Contact Info

Product

Resources

About