Patient Complaints: Patients’ and Physicians’ Interaction in Handling Complex Requests of Care

Patient Complaints: Patients’ and Physicians’ Interaction in Handling Complex Requests of Care

Objective: The study report focuses on the interaction of patients’ complaint cases and their related physicians’ responses in handling patients’ complex requests based on the dynamics of power and ideology. Method: Data consist of 3 selected patients’ complaints and 7 physicians’ responses in a spe...

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Bibliographic Details
Main Author: Sanna Ryynänen
Format: Article
Language:English
Published: SAGE Publishing 2020-08-01
Series:Journal of Patient Experience
Online Access:https://doi.org/10.1177/2374373519865132
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spelling doaj-a5c4915f5e9e46d1a870a691a551caff2020-11-25T02:58:18ZengSAGE PublishingJournal of Patient Experience2374-37352374-37432020-08-01710.1177/2374373519865132Patient Complaints: Patients’ and Physicians’ Interaction in Handling Complex Requests of CareSanna Ryynänen0 Faculty of Social Sciences, University of Lapland, Rovaniemi, FinlandObjective: The study report focuses on the interaction of patients’ complaint cases and their related physicians’ responses in handling patients’ complex requests based on the dynamics of power and ideology. Method: Data consist of 3 selected patients’ complaints and 7 physicians’ responses in a specialized medical care organization in December 2016. Data of the qualitative case study were used in narrative analysis. Results: The study revealed storylines of narratives ending in physicians’ collective ideology of encounters with dissatisfied patients. Conclusion: The interaction between patients’ complaints and physicians’ responses showed emergent patterns of conflicts, which were both constraining and enabling.https://doi.org/10.1177/2374373519865132
collection DOAJ
language English
format Article
sources DOAJ
author Sanna Ryynänen
spellingShingle Sanna Ryynänen
Patient Complaints: Patients’ and Physicians’ Interaction in Handling Complex Requests of Care
Journal of Patient Experience
author_facet Sanna Ryynänen
author_sort Sanna Ryynänen
title Patient Complaints: Patients’ and Physicians’ Interaction in Handling Complex Requests of Care
title_short Patient Complaints: Patients’ and Physicians’ Interaction in Handling Complex Requests of Care
title_full Patient Complaints: Patients’ and Physicians’ Interaction in Handling Complex Requests of Care
title_fullStr Patient Complaints: Patients’ and Physicians’ Interaction in Handling Complex Requests of Care
title_full_unstemmed Patient Complaints: Patients’ and Physicians’ Interaction in Handling Complex Requests of Care
title_sort patient complaints: patients’ and physicians’ interaction in handling complex requests of care
publisher SAGE Publishing
series Journal of Patient Experience
issn 2374-3735
2374-3743
publishDate 2020-08-01
description Objective: The study report focuses on the interaction of patients’ complaint cases and their related physicians’ responses in handling patients’ complex requests based on the dynamics of power and ideology. Method: Data consist of 3 selected patients’ complaints and 7 physicians’ responses in a specialized medical care organization in December 2016. Data of the qualitative case study were used in narrative analysis. Results: The study revealed storylines of narratives ending in physicians’ collective ideology of encounters with dissatisfied patients. Conclusion: The interaction between patients’ complaints and physicians’ responses showed emergent patterns of conflicts, which were both constraining and enabling.
url https://doi.org/10.1177/2374373519865132
work_keys_str_mv AT sannaryynanen patientcomplaintspatientsandphysiciansinteractioninhandlingcomplexrequestsofcare
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