Frequent attenders' experiences of encounters with healthcare personnel: A systematic review of qualitative studies

Abstract

Rather than measure demographic factors such as socioeconomics, the aim of this study was to examine the lived experience of frequent attenders by synthesizing findings on their encounters with healthcare personnel. The Scopus, CINAHL, Psy-cARTICLES, and PubMed (Medline) databases were searched in May 2020 in order to screen studies by title and abstract (n = 1794) and full-text (n = 20). Findings from the included studies (n = 6) were then pooled using meta-aggregation, yielding the following results: difficulties in resolving frequent attenders' situations may create "service circles," frustrating patients with their situation; frequent attenders' own expertise regarding their condition should be recognized and valued alongside that of healthcare professionals when performing collaborative care; a lack of empathy and disparagement may make frequent attenders feel misunderstood and unappreciated; frequent attenders should be recognized as individuals by taking their circumstances into account and providing support accordingly. Frequent attenders' experiences demonstrate the importance of shared decision-making, continuity of care, and acknowledging these patients' individual circumstances. Identifying the variety of frequent attenders' service needs by synthesizing their experiences is a practical way of organizing patient-centered healthcare services.

What are the experiences and the perceptions of service users attending Emergency Department for a mental health crisis? A systematic review

“…This lack of person‐centred care is highlighted in other research (Huhtakangas et al . 2020; Quinlivan et al . 2021).…”

“…Our findings identify a need for improvement around communication and inclusion in decision‐making which is reflected in other research specifically around experiences of frequent attenders (Huhtakangas et al . 2020). There was acknowledgement of the complex nature of supported decision‐making in a crisis at times when the person may lack capacity to make decisions.…”

“…Further emphasis on communication and supported decision‐making in crisis care will support a move away from the traditionally paternalistic attitude towards the use of restrictive practice (Huhtakangas et al . 2020; Moore et al . 2016).…”

“…The review describes staff attitudes and lack of understanding, compassion, and flexibility as a key factor which impacts on service user experience. This lack of person-centred care is highlighted in other research (Huhtakangas et al 2020;Quinlivan et al 2021). Psychosocial assessment in ED can be supportive or harmful dependent on the attitude and approach of the healthcare worker in ED (Quinlivan et al 2021).…”

“…Yet, service users appreciated attempts at supported decision-making and involving family, and chosen next of kin, or previously agreed care plans. Further emphasis on communication and supported decision-making in crisis care will support a move away from the traditionally paternalistic attitude towards the use of restrictive practice (Huhtakangas et al 2020;Moore et al 2016).…”