Raising the voice of dissatisfaction : a qualitative study of the Queensland acute health care consumer and the experience of complaining

摘要: Research into complaints handling in the health care system has predominately focused on examining processes that underpin organisational systems. An understanding of cognitive decisions made by patients influence whether they are satisfied or dissatisfied with receiving had limited attention thus far. This study explored lived experiences Queensland acute who complained about some aspect their inpatient stay. A purposive sample sixteen participants was recruited and interviewed experience making a complaint. The qualitative data gathered through interview process subjected to an Interpretative Phenomenological Analysis (IPA) approach, guided philosophical influences Heidegger (1889-1976). As part interpretive endeavour this study, Lazarus’ emotive model situational challenge drawn provide contextual emotions experienced participants. Analysis research data, aided Leximancer™ software, revealed series relational themes supported interpretative analysis undertaken. superordinate thematic statements emerged from narratives via hermeneutic were ineffective communication, standards not consistent, being treated disrespect, information how complain clear, perceptions negligence. This study’s goal services can help them develop service improvements. articulated need for reform; want be listened to, acknowledged, believed, people take ownership if mistake, mistakes occur again, receive apology. For these initiatives fully realised, paradigm shift must go beyond regurgitating metrics percentages per patient contact, towards concerted effort evaluate what is really saying. opportunity identify more positive proactive approach encouraging our when potential