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When Your Patient Complains

Published online by Cambridge University Press:  21 June 2016

Ruth Davidhizar  and
Anna Vance
Ruth Davidhizar
Affiliation:
Department of Nursing, Bethel College, Mishawaka, Indiana
Anna Vance
Affiliation:
Department of Nursing, Bethel College, Mishawaka, Indiana
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Extract

Being the recipient of complaints is a common experience for healthcare workers. Complaints are often surprising for the novice caregiver who expects to be appreciated for services provided. In reality, most patients are grateful for the attention and assistance from caregivers. However, complaints, for a variety of reasons, are a frequent and regular occurrence in the healthcare arena. Whether caregivers are physicians, nurses, infection control practitioners, or support staff, few caregivers can avoid encountering the patient who complains.

Complaining is defined by Webster-l as an expression of pain, grief, or discomfort and a way to make an accusation or charge. While the definition may appear simple and straightforward, complaints from patients often are complex. A complaint may have a variety of meanings. The most significant meaning is frequently not apparent in the verbalized complaint. Furthermore, the verbalized complaint is frequently not the most significant concern of the patient.” For the caregiver to respond effectively, it is important to identify and understand the meaning behind the patient's complaint.

Type
Departments
Information
Infection Control & Hospital Epidemiology , Volume 13 , Issue 7 , July 1992 , pp. 428 - 431
Copyright
Copyright © The Society for Healthcare Epidemiology of America 1992

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