ArticleBMC health services research2019
How physicians make sense of their experience of being involved in hospital users' complaints and the associated mediation.
Article in BMC health services research, 2019. The graph could read no effect estimate from its abstract, so it casts no vote on the map. Cited by 10 papers, 2 of them syntheses that pooled it.
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Who cites it
10 citing papers in PubMed, 2 syntheses or guidelines pooled it.
- Communication and support of patients and caregivers in chronic cancer care: ESMO Clinical Practice Guideline.ESMO open · 2024Guideline
- Health system responsiveness: a systematic evidence mapping review of the global literature.International journal for equity in health · 2021Pooled it
- Discrimination Against Healthcare Workers by Patients and Colleagues, Affective Injustice and the Impact on Well-Being and Practice.Bioethics · 2026Article
- Beyond gratitude: a qualitative investigation of compliment letters received by a neonatology service.BMC health services research · 2026Article
- "With compliment from...": A critical reflection on the function and use of compliment letters addressed to hospital staff.Palliative & supportive care · 2025Article
- Towards a New Integrated Model for Taking Into Account the Experiential Knowledge of People With Chronic Diseases, Integrating Mediation, Therapeutic Education and Partnership: The Expanded Chronic Care Patient-Professional Partnership Model.Health expectations : an international journal of public participation in health care and health policy · 2024Review
- The Intra-Hospital Medical Dispute Burden and Capacities: A Nationwide Survey in Taiwan.Healthcare (Basel, Switzerland) · 2023Article
- The Personal and Professional Impact of Patients' Complaints on Doctors-A Qualitative Approach.International journal of environmental research and public health · 2022Article
- Living life in limbo: experiences of healthcare professionals during the HCPC fitness to practice investigation process in the UK.BMC health services research · 2021Article
- Working With Infertile Couples Seeking Assisted Reproduction: An Interpretative Phenomenological Study With Infertility Care Providers.Frontiers in psychology · 2020Article
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Authors and funding
4 authors.
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No grant is acknowledged in the PubMed record.
Abstract
backgroundThe growing interest in hospital users' complaints appears to be consistent with recent changes in health care, which considers the patient's voice a valuable information source to improve health care. Based on the assumption that the clinicians' lived experience is an essential element of health care and to neglect it may have serious consequences, this study aimed to explore how physicians experience hospital users' complaints and the associated mediation process.
methodsA qualitative analysis of experience narrative interviews. Fourteen physicians concerned by complaints which resulted in a mediation provided a comprehensive narrative of their experience with the complaints center. Data were analyzed with Interpretative Phenomenological Analysis (IPA). Interviews were analyzed inductively and iteratively to explore how physicians make sense of their experience.
resultsThe analysis of the physicians' narratives revealed that being the object of a complaint and to enter a process of mediation is a specific experience of which some physicians benefited and others felt psychologically weakened. The causes of the complaints were at times considered by physicians to be related to medical malpractice, but more often to communicational and relational difficulties, unrealistic expectations of patients, physicians' attitudes, or the lack of a coherent care plan. The analysis of their narratives revealed that physicians showed a need for reconsidering and elaborating on the reason(s) leading to the complaint, and on the expectations patients/relatives may have had towards medicine and health care professionals. This may be interpreted as an attempt to assign their meaning, such meaning having the potential to ease the distress associated with the experience of complaints.
conclusionMost physicians appeared more aware of the communicational and relational aspects of care after experiencing a complaint situation; however, prior to the complaint, physicians seem to have underestimate these issues, and when they acknowledge that the complaint originated in psychological aspects of care, they still consider it not relevant, since not related to clinical decision-making and management. Mediation as providing the opportunity to restore the clinical relationship should be encouraged at an institutional level as well as support of health care professionals by means of individual or group supervision.
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