Rhona Hogg
Learning lessons from the analysis of patient complaints relating to staff attitudes, behaviour and communication, using the concept of emotional labour
Hogg, Rhona; Hanley, Janet; Smith, Pam
Abstract
Objectives: This paper explores the content of letters of complaint by patients and carers about the behaviour, attitudes and communication of healthcare staff.
Background: The most common focus of patient complaints in the UK and other high-income countries is staff attitudes, behaviour and communication. There is a move to learn lessons from patient complaints which can be used to improve patient care and experience.
Methods: Fifty letters of complaint made by patients and carers relating to the behaviour, attitudes and communication of healthcare staff were analysed thematically.
Results: Poor attitudes, behaviours and communication have significant negative impact on the emotional wellbeing of patients and carers. Many patients and carers have heightened sensitivities due to both health related stresses and also other factors. The health care role is expected to include compassion and kindness. The concept of emotional labour is useful in explaining the skills and effort required of staff in this often invisible and undervalued aspect of health care.
Conclusions: Given the increasing focus on patient experience, it is important that the importance of good staff attitudes, behaviours and communication is understood and that the emotional labour associated with this is recognised.
Key words: emotional labour, patient experience, qualitative methods
Citation
Hogg, R., Hanley, J., & Smith, P. (2018). Learning lessons from the analysis of patient complaints relating to staff attitudes, behaviour and communication, using the concept of emotional labour. Journal of Clinical Nursing, 27(5-6), e1004-e1012. https://doi.org/10.1111/jocn.14121
Journal Article Type | Article |
---|---|
Acceptance Date | Oct 6, 2017 |
Online Publication Date | Oct 20, 2017 |
Publication Date | Mar 25, 2018 |
Deposit Date | Oct 11, 2017 |
Publicly Available Date | Oct 21, 2018 |
Journal | Journal of Clinical Nursing |
Print ISSN | 0962-1067 |
Electronic ISSN | 1365-2702 |
Publisher | Wiley |
Peer Reviewed | Peer Reviewed |
Volume | 27 |
Issue | 5-6 |
Pages | e1004-e1012 |
DOI | https://doi.org/10.1111/jocn.14121 |
Keywords | Learning lessons from the analysis of patient complaints relating to staff attitudes, behaviour and communication, using the concept of emotional labour |
Public URL | http://researchrepository.napier.ac.uk/Output/996255 |
Contract Date | Oct 11, 2017 |
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Learning lessons from the analysis of patient complaints relating to staff attitudes, behaviour and communication, using the concept of emotional labour
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Copyright Statement
This is the pre-peer reviewed version of the following article: Hogg R, Hanley J, Smith P. Learning lessons from the analysis of patient complaints relating to staff attitudes, behaviour and communication, using the concept of emotional labour. J Clin Nurs. 2018;27:e1004–e1012. https://doi.org/10.1111/jocn.14121, which has been published in final form at https://doi.org/10.1111/jocn.14121. This article may be used for non-commercial purposes in accordance with Wiley Terms and Conditions for Self-Archiving
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