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

Abstract

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.

What is current care for people with Long COVID in England? A qualitative interview study

“…Such negative interactions can significantly impact mental health, impeding the overall well-being and recovery of those navigating the complexities of their condition. 45 Similar issues in patient-provider interactions within the context of Long COVID care have been described in other studies globally, emphasising the pressures on healthcare systems exacerbated by the pandemic. 44 46 47 The existing backlog of waiting lists, compounded by the strains of the COVID-19 pandemic, has strained healthcare resources, possibly contributing to the reported challenges in addressing Long COVID comprehensively within primary care settings.…”

“…Such negative interactions can significantly impact mental health, impeding the overall well-being and recovery of those navigating the complexities of their condition. 45 …”

Older persons' experiences of care encounters in their home: A multiple‐case study

“…Negative patient experiences, reported in inpatient care, encompass treatment struggles, distrust in healthcare personnel, insufficient information and poor treatment. These experiences adversely affect both mental and physical health, potentially worsening medical conditions and hindering overall well-being (Eriksen et al, 2023). However, it remains unclear how older persons experience care encounters with home care nurses in a real-life context.…”

Measuring Performance of Rural Mental Healthcare Services in Saudi Arabia

“… 15 Indeed, this ineffective service hurts patient safety and healthcare quality. 16 Preventive measures allow for early intervention and increase better long-term outcomes for individuals diagnosed with mental disorders. 17 Thus, the manuscript presents opportunities for behavioral management experts to devise strategies encouraging individuals to overcome barriers and engage in appropriate mental health services.…”