Not another Complaint!

Megson, Matthew; Macano, Christina A.W.; Davies, Sian; Zafar, Zainab; Nyasavajjala, Sitaramachandra M.; Rao, Vittal

doi:10.4172/2161-069x.1000491

Cited by 1 publication

(1 citation statement)

References 12 publications

Supporting

Mentioning

Contrasting

Order By: Relevance

“…However, nurses reported that complaints pinpoint specific problems that can be dealt with, and thus this kind of feedback is useful (Sheard et al, 2019). Knowledge from patient complaints is, therefore, valuable even though there are few documented complaints compared to the number of actual patients who are dissatisfied with health care services (Megson et al, 2017).…”

Section: Introductionmentioning

confidence: 99%

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

Eriksen

Fegran

Fredwall

et al. 2023

Journal of Clinical Nursing

View full text Add to dashboard Cite

IntroductionNarratives of negative patient experiences expressed in complaints can help health care professionals reflect on their practices.AimsTo synthesise evidence from qualitative primary studies on patients' negative experiences with different health care settings and to obtain a detailed picture of what patients find problematic while receiving health care.DesignMetasynthesis inspired by Sandelowski and Barroso.MethodsA protocol was published in the International Prospective Register of Systematic Reviews (PROSPERO). A systematic search was conducted in CINAHL (EBSCOhost), MEDLINE (EBSCOhost), PsycInfo (Ovid) and Scopus, on 20.04.2021. Backward and forward citations of included reports were searched for relevant studies and the search was completed in March 2022. Two researchers independently screened and appraised the included reports. A metasynthesis using reflexive thematic analysis and a metasummary were conducted.ResultsTwenty‐four reports were included, and four main themes were extracted from the metasynthesis: (1) problems with access to health care services; (2) failure to acquire information about diagnosis, treatment and the expected patient role; (3) experiencing inappropriate care and bad treatment; (4) problems with trusting health care service providers.ConclusionsNegative patient experiences impact patients' physical and psychological health, leading to suffering and hampering patients from involving themselves in their health care.Relevance to clinical practiceNarratives of negative patient experiences aggregated from the findings provide knowledge about what patients need and expect from health care providers. These narratives can help health care professionals reflect on the way they interact with patients and improve their practice. Health care organisations need to prioritise patient participation.Reporting methodPreferred Reporting Items for Systematic Reviews and Meta‐Analyses (PRISMA) guidelines were followed.Patient or public contributionFindings were presented and discussed in a meeting with a reference group representing patients, health care professionals and the public.

show abstract

Section: Introductionmentioning

confidence: 99%