A mixed method analysis of patients' complaints: Underpinnings of theory-guided strategies to improve quality of care
作者机构：East Carolina University College of NursingGreenvilleNCUSA The Affiliated Hospital of Qingdao UniversityQingdaoChina East Carolina UniversityGreenvilleNCUSA Duke University Medical CenterDurhamNCUSA
出 版 物：《International Journal of Nursing Sciences》 (国际护理科学（英文）)
年 卷 期：2018年第5卷第4期
页 面：377-382页
主 题：Patient complaints Patient safety Quality improvements Quality of health care
摘 要：Purpose:Patients complaints can be predictors of patient care quality and *** patients complaints could help healthcare organizations target the areas for *** purpose of this study is to use a mixed method analysis to a)examine the characteristics and categories of patients complaints,b)explore the relationships of patients complaints with professions and units,and c)propose theory-based strategies to improve care ***:This is a descriptive mixed method *** examined are patients complaints filed at a university-affiliated hospital in China from January 2016 to December 2017.A qualitative content analysis was conducted to categorize complaints.A TwoStep cluster analysis was performed to provide an overall profile of patients ***-Square tests were conducted to investigate the relationships among complaints,professions,and ***:838 complaints were filed,with 821 valid cases for *** categories surfaced from the qualitative analysis:uncaring attitudes,unsatisfactory quality of treatment or competence,communication problems,the process of care,fees and billing issues,and other miscellaneous *** received most of the complaints(56.6%).The unit receiving the most complaints were outpatient clinics and medical support units(52.7%).The cluster analysis indicated four distinct *** relationships existed between complaints and professions(x2(20)=178.82,P0.01),and between complaints and units(x2(15)=42.72,P0.01).Conclusions:Patients complaints are valuable sources for quality *** providers should be not only scientifically knowledgeable,but also humanistic ***-based theories may provide guidance in clinical practice.
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