Patient complaints about communication in cancer care settings: Hidden between the lines

• DOI: 10.1016/j.pec.2023.107838
• Publication Date: 2023-06-03T15:19:45Z
• Authors: Anna Hult; Ewa Lundgren; Camilla Fröjd; Anna Lindam; Eva Jangland
• Keywords: Sweden; Person-centered care; Patients; Patient complaints; Omvårdnad; Communication; Health Personnel; Nursing; Folkhälsovetenskap, global hälsa och socialmedicin; Public Health, Global Health and Social Medicine; 3. Good health; Patient Satisfaction; Qualitative research; Neoplasms; Humans

To investigate patient complaints in cancer care settings reported to advisory committees (PACs) and describe the frequency content of communication failures across all reports. Content analysis, with a summative approach, was applied (2016-2020) by 692 patients PACs one Swedish healthcare region. More than half failures. Patients not receiving proper information, being listened to, treated disrespectfully or impersonally. Communication occurred different stages patients' care, from diagnostic workup end-of-life. Compared results PACs, were underreported, often combined other categories. are hidden "between lines" do appear clearly existing reporting systems. Healthcare must utilize knowledge conveyed create conditions environments that support providers delivering person-centered care. Practice Implications A summary picture is provided. These could be used further improve complaint system. Above all, serve as "wake-up call" about importance valuable resource improving