ประสบการณ์การถูกร้องเรียนพฤติกรรมบริการของพยาบาลวิชาชีพ / บุษบา จันดาทอง = Experiences of having patient complaints on service behaviors of professional nurses / Busaba Chandatong
This study was based on the qualitative research method of phenomenology. The purpose of this study was to describe the experience of having patients complaints on service behaviors of professional nurses in a northern provincial hospital in Thailand. The participants comprised 15 patients who had filed at least one complaints on the service provision behaviors of professional nurses who had worked at the hospital for 1 year or more. In-depth interviews were applied as the data collection method and the data was analyzed by content analysis and interpretation. The research findings are as follows: The meaning of service provision behaviors as perceived by professional nurses who had had patient complaints on service behaviors included 2 aspects, i.e. friendly expression, attention and willingness to help service customer. The causes and conditions of service provision behavior complaints consisted of 6 features by using words and tone of voice expressions to patients or relatives resulting in dissatisfaction, misunderstandings for patients and relatives about nursing assistance, nurses’ excessive workload obligations, services that were inconsistent with expectations, service customer settings conducive to complaints and neglect of nursing care standards. The feelings occurring as a result of complaints about service behaviors found nurses to be suffering and doubtful when informed about the complaints. Moreover, they felt stress and discontent while in consideration of the complaints with good feelings after the issues had been resolved. The solutions for handling troubles considered a number of methods for nurses who had patient complaints about service provision behaviors, i.e. telling colleagues about the issues, accusing others of misconduct, applying religious beliefs to their lives, consulting executive nurse administrators and consulting family members. However, the findings after nurses who had had patient complaints about service behaviors revealed changes in the nurses’ service provision behavior and manner of service, e.g. timely and willing responses to patient needs, spending more time explaining information to patients, involving patients’ relatives as participants in the services, avoiding arguments with patients and/or relatives and giving importance to recording information as evidence. The findings of this study are able to clearly expand the understanding of the experience of having patients complaints on service behaviors of professional nurses. The knowledge gained from the investigation can be applied to a nurse organization to prevent the problem of alleged service provision behavior of professional nurses in the future.
