‘It’s sometimes hard to tell what patients are playing at’: How healthcare professionals make sense of why patients and families complain about care

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Adams, MaryKing’s College London, UK (författare)

‘It’s sometimes hard to tell what patients are playing at’ : How healthcare professionals make sense of why patients and families complain about care

Artikel/kapitelEngelska2018

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2017-08-22
Sage Publications,2018
printrdacarrier

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LIBRIS-ID:oai:DiVA.org:hj-38526
https://urn.kb.se/resolve?urn=urn:nbn:se:hj:diva-38526URI
https://doi.org/10.1177/1363459317724853DOI

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Språk:engelska
Sammanfattning på:engelska

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This article draws from sociological and socio-legal studies of dispute between patients and doctors to examine how healthcare professionals made sense of patients’ complaints about healthcare. We analyse 41 discursive interviews with professional healthcare staff working in eight different English National Health Service settings to explore how they made sense of events of complaint and of patients’ (including families’) motives for complaining. We find that for our interviewees, events of patients’ complaining about care were perceived as a breach in fundamental relationships involving patients’ trust or patients’ recognition of their work efforts. We find that interviewees rationalised patients’ motives for complaining in ways that marginalised the content of their concerns. Complaints were most often discussed as coming from patients who were inexpert, distressed or advantage-seeking; accordingly, care professionals hearing their concerns about care positioned themselves as informed decision-makers, empathic listeners or service gate-keepers. We find differences in our interviewees’ rationalisation of patients’ complaining about care to be related to local service contingences rather than to fixed professional differences. We note that it was rare for interviewees to describe complaints raised by patients as grounds for improving the quality of care. Our findings indicate that recent health policy directives promoting a view of complaints as learning opportunities from critical patient/consumers must account for sociological factors that inform both how the agency of patients is envisaged and how professionalism exercised contemporary healthcare work.

Ämnesord och genrebeteckningar

MEDICIN OCH HÄLSOVETENSKAP Hälsovetenskap Hälso- och sjukvårdsorganisation, hälsopolitik och hälsoekonomi hsv//swe
MEDICAL AND HEALTH SCIENCES Health Sciences Health Care Service and Management, Health Policy and Services and Health Economy hsv//eng
experiencing illness and narratives
organisation of health services
patient–physician relationship
profession and professionalisation
theory

Biuppslag (personer, institutioner, konferenser, titlar ...)

Maben, JillKing’s College London, UK (författare)
Robert, GlennJönköping University,The Jönköping Academy for Improvement of Health and Welfare,HHJ. IMPROVE (Improvement, innovation, and leadership in health and welfare),King’s College London, UK(Swepub:hj)improverobert (författare)
King’s College London, UKThe Jönköping Academy for Improvement of Health and Welfare (creator_code:org_t)

Sammanhörande titlar

Ingår i:Health: Sage Publications22:6, s. 603-6231363-45931461-7196

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Av författaren/redakt...: Adams, Mary; Maben, Jill; Robert, Glenn

Om ämnet

MEDICIN OCH HÄLSOVETENSKAP: MEDICIN OCH HÄLS ...; och Hälsovetenskap; och Hälso och sjukvå ...

Artiklar i publikationen: Health

Av lärosätet: Jönköping University

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