Healthcare Professionals' Responses to Complaints: A Qualitative Interview Study With Patients, Carers and Healthcare Professionals Using the Theoretical Domains Framework and COM‐B Model
ABSTRACT Background Patient complaints in healthcare settings can provide feedback for monitoring and improving healthcare services. Behavioural responses to complaints (e.g., talking or apologising to a patient) can influence the trajectory of a complaint for instance, whether a complaint is escala...
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| Vydáno v: | Health expectations : an international journal of public participation in health care and health policy Ročník 27; číslo 6; s. e70118 - n/a |
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| Hlavní autoři: | , , , , , , , , , |
| Médium: | Journal Article |
| Jazyk: | angličtina |
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England
John Wiley & Sons, Inc
01.12.2024
John Wiley and Sons Inc Wiley |
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| ISSN: | 1369-6513, 1369-7625, 1369-7625 |
| On-line přístup: | Získat plný text |
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| Abstract | ABSTRACT
Background
Patient complaints in healthcare settings can provide feedback for monitoring and improving healthcare services. Behavioural responses to complaints (e.g., talking or apologising to a patient) can influence the trajectory of a complaint for instance, whether a complaint is escalated or not. We aimed to explore healthcare professional (HCP) and service user (patient and carer) views on complaints' management and the perceived factors influencing responses to complaints within a healthcare setting by applying behavioural frameworks.
Method
A qualitative study was conducted using online or phone‐based interviews with eleven HCPs and seven patients or carers. All participants (N = 18) had experience responding to or submitting a formal complaint in secondary and tertiary public healthcare settings in the United Kingdom. The interviews were structured using the Capability‐Opportunity‐Motivation‐Behaviour (COM‐B) Model. We analysed the transcripts using inductive thematic analysis. Then, themes were deductively mapped onto the COM‐B Model and the more granular Theoretical Domains Framework (TDF).
Results
Ten themes were generated from the analysis representing the influences on HCPs' responses to complaints from HCP and patient/carer perspectives. This included (with TDF/COM‐B in brackets): ‘Knowledge of complaint procedure’ (Knowledge/Capability), ‘Training and level of skill in complaints handling’ (Skills/Capability), ‘Regulation of emotions associated with complaints’ (Behavioural regulation/Capability), ‘Confidence in handling complaints’ (Beliefs about capabilities/Motivation), ‘Beliefs about the value of complaints’ (Beliefs about consequences/Motivation) and ‘Organisational culture regarding complaints’ (Social influences/Opportunity). Staff highlighted strong support systems and open discussions as part of positive organisational cultures regarding complaints (Social influences/Opportunity), and a lack of certainty around when to treat issues raised by patients as a formal complaint or informal feedback (Knowledge/Capability).
Conclusion
Our study findings highlight the importance of strong support systems and organisational openness to patient feedback. These findings can be used to design targeted interventions to support more effective responses and enhance patient‐centred approaches to complaints management in healthcare settings.
Patient and Public Contribution
Patient and public involvement (PPI) was integral in this research. The NIHR PRU in Behavioural and Social Sciences had a dedicated PPI strategy group consisting of six external representatives from the patient and public community (Newcastle University, 2024). These six PPI members actively participated in shaping the research by reviewing and providing feedback on all questionnaire items before the data collection. They were actively involved in supporting participant recruitment by advertising this study on their PPI platform, The VoiceR,1 and through their online social networks. During the analysis stages of the research, preliminary findings were discussed with the PPI group to support ‘sense checking’ and interpretation of the results. |
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| AbstractList | ABSTRACT Background Patient complaints in healthcare settings can provide feedback for monitoring and improving healthcare services. Behavioural responses to complaints (e.g., talking or apologising to a patient) can influence the trajectory of a complaint for instance, whether a complaint is escalated or not. We aimed to explore healthcare professional (HCP) and service user (patient and carer) views on complaints' management and the perceived factors influencing responses to complaints within a healthcare setting by applying behavioural frameworks. Method A qualitative study was conducted using online or phone‐based interviews with eleven HCPs and seven patients or carers. All participants (N = 18) had experience responding to or submitting a formal complaint in secondary and tertiary public healthcare settings in the United Kingdom. The interviews were structured using the Capability‐Opportunity‐Motivation‐Behaviour (COM‐B) Model. We analysed the transcripts using inductive thematic analysis. Then, themes were deductively mapped onto the COM‐B Model and the more granular Theoretical Domains Framework (TDF). Results Ten themes were generated from the analysis representing the influences on HCPs' responses to complaints from HCP and patient/carer perspectives. This included (with TDF/COM‐B in brackets): ‘Knowledge of complaint procedure’ (Knowledge/Capability), ‘Training and level of skill in complaints handling’ (Skills/Capability), ‘Regulation of emotions associated with complaints’ (Behavioural regulation/Capability), ‘Confidence in handling complaints’ (Beliefs about capabilities/Motivation), ‘Beliefs about the value of complaints’ (Beliefs about consequences/Motivation) and ‘Organisational culture regarding complaints’ (Social influences/Opportunity). Staff highlighted strong support systems and open discussions as part of positive organisational cultures regarding complaints (Social influences/Opportunity), and a lack of certainty around when to treat issues raised by patients as a formal complaint or informal feedback (Knowledge/Capability). Conclusion Our study findings highlight the importance of strong support systems and organisational openness to patient feedback. These findings can be used to design targeted interventions to support more effective responses and enhance patient‐centred approaches to complaints management in healthcare settings. Patient and Public Contribution Patient and public involvement (PPI) was integral in this research. The NIHR PRU in Behavioural and Social Sciences had a dedicated PPI strategy group consisting of six external representatives from the patient and public community (Newcastle University, 2024). These six PPI members actively participated in shaping the research by reviewing and providing feedback on all questionnaire items before the data collection. They were actively involved in supporting participant recruitment by advertising this study on their PPI platform, The VoiceR,1 and through their online social networks. During the analysis stages of the research, preliminary findings were discussed with the PPI group to support ‘sense checking’ and interpretation of the results. Patient complaints in healthcare settings can provide feedback for monitoring and improving healthcare services. Behavioural responses to complaints (e.g., talking or apologising to a patient) can influence the trajectory of a complaint for instance, whether a complaint is escalated or not. We aimed to explore healthcare professional (HCP) and service user (patient and carer) views on complaints' management and the perceived factors influencing responses to complaints within a healthcare setting by applying behavioural frameworks. A qualitative study was conducted using online or phone-based interviews with eleven HCPs and seven patients or carers. All participants (N = 18) had experience responding to or submitting a formal complaint in secondary and tertiary public healthcare settings in the United Kingdom. The interviews were structured using the Capability-Opportunity-Motivation-Behaviour (COM-B) Model. We analysed the transcripts using inductive thematic analysis. Then, themes were deductively mapped onto the COM-B Model and the more granular Theoretical Domains Framework (TDF). Ten themes were generated from the analysis representing the influences on HCPs' responses to complaints from HCP and patient/carer perspectives. This included (with TDF/COM-B in brackets): 'Knowledge of complaint procedure' (Knowledge/Capability), 'Training and level of skill in complaints handling' (Skills/Capability), 'Regulation of emotions associated with complaints' (Behavioural regulation/Capability), 'Confidence in handling complaints' (Beliefs about capabilities/Motivation), 'Beliefs about the value of complaints' (Beliefs about consequences/Motivation) and 'Organisational culture regarding complaints' (Social influences/Opportunity). Staff highlighted strong support systems and open discussions as part of positive organisational cultures regarding complaints (Social influences/Opportunity), and a lack of certainty around when to treat issues raised by patients as a formal complaint or informal feedback (Knowledge/Capability). Our study findings highlight the importance of strong support systems and organisational openness to patient feedback. These findings can be used to design targeted interventions to support more effective responses and enhance patient-centred approaches to complaints management in healthcare settings. Patient and public involvement (PPI) was integral in this research. The NIHR PRU in Behavioural and Social Sciences had a dedicated PPI strategy group consisting of six external representatives from the patient and public community (Newcastle University, 2024). These six PPI members actively participated in shaping the research by reviewing and providing feedback on all questionnaire items before the data collection. They were actively involved in supporting participant recruitment by advertising this study on their PPI platform, The Voice and through their online social networks. During the analysis stages of the research, preliminary findings were discussed with the PPI group to support 'sense checking' and interpretation of the results. ABSTRACT Background Patient complaints in healthcare settings can provide feedback for monitoring and improving healthcare services. Behavioural responses to complaints (e.g., talking or apologising to a patient) can influence the trajectory of a complaint for instance, whether a complaint is escalated or not. We aimed to explore healthcare professional (HCP) and service user (patient and carer) views on complaints' management and the perceived factors influencing responses to complaints within a healthcare setting by applying behavioural frameworks. Method A qualitative study was conducted using online or phone‐based interviews with eleven HCPs and seven patients or carers. All participants (N = 18) had experience responding to or submitting a formal complaint in secondary and tertiary public healthcare settings in the United Kingdom. The interviews were structured using the Capability‐Opportunity‐Motivation‐Behaviour (COM‐B) Model. We analysed the transcripts using inductive thematic analysis. Then, themes were deductively mapped onto the COM‐B Model and the more granular Theoretical Domains Framework (TDF). Results Ten themes were generated from the analysis representing the influences on HCPs' responses to complaints from HCP and patient/carer perspectives. This included (with TDF/COM‐B in brackets): ‘Knowledge of complaint procedure’ (Knowledge/Capability), ‘Training and level of skill in complaints handling’ (Skills/Capability), ‘Regulation of emotions associated with complaints’ (Behavioural regulation/Capability), ‘Confidence in handling complaints’ (Beliefs about capabilities/Motivation), ‘Beliefs about the value of complaints’ (Beliefs about consequences/Motivation) and ‘Organisational culture regarding complaints’ (Social influences/Opportunity). Staff highlighted strong support systems and open discussions as part of positive organisational cultures regarding complaints (Social influences/Opportunity), and a lack of certainty around when to treat issues raised by patients as a formal complaint or informal feedback (Knowledge/Capability). Conclusion Our study findings highlight the importance of strong support systems and organisational openness to patient feedback. These findings can be used to design targeted interventions to support more effective responses and enhance patient‐centred approaches to complaints management in healthcare settings. Patient and Public Contribution Patient and public involvement (PPI) was integral in this research. The NIHR PRU in Behavioural and Social Sciences had a dedicated PPI strategy group consisting of six external representatives from the patient and public community (Newcastle University, 2024). These six PPI members actively participated in shaping the research by reviewing and providing feedback on all questionnaire items before the data collection. They were actively involved in supporting participant recruitment by advertising this study on their PPI platform, The VoiceR,1 and through their online social networks. During the analysis stages of the research, preliminary findings were discussed with the PPI group to support ‘sense checking’ and interpretation of the results. Patient complaints in healthcare settings can provide feedback for monitoring and improving healthcare services. Behavioural responses to complaints (e.g., talking or apologising to a patient) can influence the trajectory of a complaint for instance, whether a complaint is escalated or not. We aimed to explore healthcare professional (HCP) and service user (patient and carer) views on complaints' management and the perceived factors influencing responses to complaints within a healthcare setting by applying behavioural frameworks.BACKGROUNDPatient complaints in healthcare settings can provide feedback for monitoring and improving healthcare services. Behavioural responses to complaints (e.g., talking or apologising to a patient) can influence the trajectory of a complaint for instance, whether a complaint is escalated or not. We aimed to explore healthcare professional (HCP) and service user (patient and carer) views on complaints' management and the perceived factors influencing responses to complaints within a healthcare setting by applying behavioural frameworks.A qualitative study was conducted using online or phone-based interviews with eleven HCPs and seven patients or carers. All participants (N = 18) had experience responding to or submitting a formal complaint in secondary and tertiary public healthcare settings in the United Kingdom. The interviews were structured using the Capability-Opportunity-Motivation-Behaviour (COM-B) Model. We analysed the transcripts using inductive thematic analysis. Then, themes were deductively mapped onto the COM-B Model and the more granular Theoretical Domains Framework (TDF).METHODA qualitative study was conducted using online or phone-based interviews with eleven HCPs and seven patients or carers. All participants (N = 18) had experience responding to or submitting a formal complaint in secondary and tertiary public healthcare settings in the United Kingdom. The interviews were structured using the Capability-Opportunity-Motivation-Behaviour (COM-B) Model. We analysed the transcripts using inductive thematic analysis. Then, themes were deductively mapped onto the COM-B Model and the more granular Theoretical Domains Framework (TDF).Ten themes were generated from the analysis representing the influences on HCPs' responses to complaints from HCP and patient/carer perspectives. This included (with TDF/COM-B in brackets): 'Knowledge of complaint procedure' (Knowledge/Capability), 'Training and level of skill in complaints handling' (Skills/Capability), 'Regulation of emotions associated with complaints' (Behavioural regulation/Capability), 'Confidence in handling complaints' (Beliefs about capabilities/Motivation), 'Beliefs about the value of complaints' (Beliefs about consequences/Motivation) and 'Organisational culture regarding complaints' (Social influences/Opportunity). Staff highlighted strong support systems and open discussions as part of positive organisational cultures regarding complaints (Social influences/Opportunity), and a lack of certainty around when to treat issues raised by patients as a formal complaint or informal feedback (Knowledge/Capability).RESULTSTen themes were generated from the analysis representing the influences on HCPs' responses to complaints from HCP and patient/carer perspectives. This included (with TDF/COM-B in brackets): 'Knowledge of complaint procedure' (Knowledge/Capability), 'Training and level of skill in complaints handling' (Skills/Capability), 'Regulation of emotions associated with complaints' (Behavioural regulation/Capability), 'Confidence in handling complaints' (Beliefs about capabilities/Motivation), 'Beliefs about the value of complaints' (Beliefs about consequences/Motivation) and 'Organisational culture regarding complaints' (Social influences/Opportunity). Staff highlighted strong support systems and open discussions as part of positive organisational cultures regarding complaints (Social influences/Opportunity), and a lack of certainty around when to treat issues raised by patients as a formal complaint or informal feedback (Knowledge/Capability).Our study findings highlight the importance of strong support systems and organisational openness to patient feedback. These findings can be used to design targeted interventions to support more effective responses and enhance patient-centred approaches to complaints management in healthcare settings.CONCLUSIONOur study findings highlight the importance of strong support systems and organisational openness to patient feedback. These findings can be used to design targeted interventions to support more effective responses and enhance patient-centred approaches to complaints management in healthcare settings.Patient and public involvement (PPI) was integral in this research. The NIHR PRU in Behavioural and Social Sciences had a dedicated PPI strategy group consisting of six external representatives from the patient and public community (Newcastle University, 2024). These six PPI members actively participated in shaping the research by reviewing and providing feedback on all questionnaire items before the data collection. They were actively involved in supporting participant recruitment by advertising this study on their PPI platform, The VoiceR,1 and through their online social networks. During the analysis stages of the research, preliminary findings were discussed with the PPI group to support 'sense checking' and interpretation of the results.PATIENT AND PUBLIC CONTRIBUTIONPatient and public involvement (PPI) was integral in this research. The NIHR PRU in Behavioural and Social Sciences had a dedicated PPI strategy group consisting of six external representatives from the patient and public community (Newcastle University, 2024). These six PPI members actively participated in shaping the research by reviewing and providing feedback on all questionnaire items before the data collection. They were actively involved in supporting participant recruitment by advertising this study on their PPI platform, The VoiceR,1 and through their online social networks. During the analysis stages of the research, preliminary findings were discussed with the PPI group to support 'sense checking' and interpretation of the results. |
| Author | Chadwick, Paul Antonopoulou, Vivi McKinlay, Alison R. Chater, Angel M. Schenk, Paulina M. Gibson, Beckie Vlaev, Ivo Sniehotta, Falko F. Meyer, Carly Lorencatto, Fabiana |
| AuthorAffiliation | 2 NIHR Policy Research Unit in Behavioural and Social Sciences, Population Health Sciences Institute, Faculty of Medical Sciences Newcastle University Newcastle upon Tyne UK 4 NIHR Policy Research Unit in Behavioural and Social Sciences, Behavioural Science Group, Warwick Business School University of Warwick Coventry UK 1 NIHR Policy Research Unit in Behavioural and Social Sciences, Department of Clinical, Education and Health Psychology, Centre for Behaviour Change University College London London UK 3 Public Health, Social and Preventive Medicine, Centre of Preventive Medicine and Digital Health, Medical Faculty Mannheim Heidelberg University Mannheim Germany 5 NIHR Policy Research Unit in Behavioural and Social Sciences, Centre for Health, Wellbeing and Behaviour Change University of Bedfordshire Bedford UK |
| AuthorAffiliation_xml | – name: 3 Public Health, Social and Preventive Medicine, Centre of Preventive Medicine and Digital Health, Medical Faculty Mannheim Heidelberg University Mannheim Germany – name: 4 NIHR Policy Research Unit in Behavioural and Social Sciences, Behavioural Science Group, Warwick Business School University of Warwick Coventry UK – name: 1 NIHR Policy Research Unit in Behavioural and Social Sciences, Department of Clinical, Education and Health Psychology, Centre for Behaviour Change University College London London UK – name: 2 NIHR Policy Research Unit in Behavioural and Social Sciences, Population Health Sciences Institute, Faculty of Medical Sciences Newcastle University Newcastle upon Tyne UK – name: 5 NIHR Policy Research Unit in Behavioural and Social Sciences, Centre for Health, Wellbeing and Behaviour Change University of Bedfordshire Bedford UK |
| Author_xml | – sequence: 1 givenname: Vivi orcidid: 0000-0002-1002-4191 surname: Antonopoulou fullname: Antonopoulou, Vivi email: v.antonopoulou@ucl.ac.uk organization: University College London – sequence: 2 givenname: Paulina M. orcidid: 0000-0002-5239-1977 surname: Schenk fullname: Schenk, Paulina M. organization: University College London – sequence: 3 givenname: Alison R. orcidid: 0000-0002-3271-3502 surname: McKinlay fullname: McKinlay, Alison R. organization: University College London – sequence: 4 givenname: Paul orcidid: 0000-0002-7101-5993 surname: Chadwick fullname: Chadwick, Paul organization: University College London – sequence: 5 givenname: Carly orcidid: 0000-0002-2268-3055 surname: Meyer fullname: Meyer, Carly organization: University College London – sequence: 6 givenname: Beckie surname: Gibson fullname: Gibson, Beckie organization: Newcastle University – sequence: 7 givenname: Falko F. orcidid: 0000-0003-1738-4269 surname: Sniehotta fullname: Sniehotta, Falko F. organization: Heidelberg University – sequence: 8 givenname: Fabiana orcidid: 0000-0003-4418-7957 surname: Lorencatto fullname: Lorencatto, Fabiana organization: University College London – sequence: 9 givenname: Ivo surname: Vlaev fullname: Vlaev, Ivo organization: University of Warwick – sequence: 10 givenname: Angel M. orcidid: 0000-0002-9043-2565 surname: Chater fullname: Chater, Angel M. organization: University of Bedfordshire |
| BackLink | https://www.ncbi.nlm.nih.gov/pubmed/39648503$$D View this record in MEDLINE/PubMed |
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| CitedBy_id | crossref_primary_10_1016_j_inat_2025_102078 crossref_primary_10_1136_bmjopen_2025_099801 |
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| ContentType | Journal Article |
| Copyright | 2024 The Author(s). published by John Wiley & Sons Ltd. 2024 The Author(s). Health Expectations published by John Wiley & Sons Ltd. 2024. This work is published under http://creativecommons.org/licenses/by/4.0/ (the "License"). Notwithstanding the ProQuest Terms and Conditions, you may use this content in accordance with the terms of the License. |
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Background
Patient complaints in healthcare settings can provide feedback for monitoring and improving healthcare services. Behavioural responses to... Patient complaints in healthcare settings can provide feedback for monitoring and improving healthcare services. Behavioural responses to complaints (e.g.,... ABSTRACT Background Patient complaints in healthcare settings can provide feedback for monitoring and improving healthcare services. Behavioural responses to... |
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| SubjectTerms | Adult Advertisements Advertising Apologies Attitude of Health Personnel Behavior behavioral research Behavioral responses Beliefs Caregivers Caregivers - psychology Citizen participation Clinical outcomes Complaints Complaints management COM‐B Cultural factors Culture Data collection Emotional regulation Emotions Feedback Female Frame analysis Grievance procedures Health care Health Personnel - psychology Health services Humans Influence Interviews Interviews as Topic Knowledge Male Medical personnel Mental health care Middle Aged Motivation Openness Organizational culture Original patient feedback patient safety Patient Satisfaction Patient-centered care Patients Patients - psychology Professional-Patient Relations Professionals Public involvement Qualitative Research Recruitment Social factors Social networks Social organization Social sciences Sociocultural factors Support networks Support systems Talking TDF United Kingdom |
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| Title | Healthcare Professionals' Responses to Complaints: A Qualitative Interview Study With Patients, Carers and Healthcare Professionals Using the Theoretical Domains Framework and COM‐B Model |
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