Addressing Complaints and Resolving Conflicts: A Qualitative Study of Patient Relations Strategies in Tertiary Care

Authors: Fatemah A. Alanazi, Sarah A. Alanazi, Eman H. AlAmri, Jehan H. Benhyzaam

DOI: https://doi.org/10.5281/zenodo.13853540

Short DOI: https://doi.org/g53qvs

Country: Saudi Arabia

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Abstract: Background: Managing patient complaints and resolving conflicts are critical functions of patient relations teams in tertiary hospitals. Effective communication, empathy, and structured resolution strategies are key to ensuring patient satisfaction and maintaining trust between patients and healthcare providers.

Objectives: This study explores the strategies used by patient relations staff to address complaints and resolve conflicts in a tertiary care setting, examining both staff and patient perspectives on the effectiveness of these strategies.

Methods: A qualitative study was conducted at a tertiary hospital, involving semi-structured interviews with 10 patient relations staff and 15 patients who had lodged formal complaints. Thematic analysis was used to identify key themes related to conflict resolution strategies and patient satisfaction.

Results: Four major themes emerged: (1) Communication as a Conflict Resolution Tool, (2) Balancing Patient Expectations with Hospital Policies, (3) The Role of Empathy in Complaint Handling, and (4) Escalation and Mediation Strategies. Effective communication and empathy were critical to resolving conflicts, while balancing patient expectations with hospital constraints remained a significant challenge.

Conclusion: Patient relations teams in tertiary care play a crucial role in managing complaints through effective communication, empathy, and structured resolution strategies. Addressing the balance between patient expectations and hospital policies is key to improving patient satisfaction.

Keywords: Patient relations, conflict resolution, communication, empathy, tertiary hospital, complaint management

Paper Id: 231265

Published On: 2024-08-07

Published In: Volume 12, Issue 4, July-August 2024

Cite This: Addressing Complaints and Resolving Conflicts: A Qualitative Study of Patient Relations Strategies in Tertiary Care - Fatemah A. Alanazi, Sarah A. Alanazi, Eman H. AlAmri, Jehan H. Benhyzaam - IJIRMPS Volume 12, Issue 4, July-August 2024. DOI 10.5281/zenodo.13853540

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