Abstract
BackgroundNegative events are abusive, potentially dangerous or life-threatening health care events, as perceived by the patient. Patients' perceptions of negative events are regarded as a potentially important source of information about the quality of health care. We explored negative events in hospital care as perceived by immigrant patients.MethodsSemi-structured individual and group interviews were conducted with respondents about negative experiences of health care. Interviews were transcribed and analyzed using a framework method. A total of 22 respondents representing 7 non-Dutch ethnic origins were interviewed; each respondent reported a negative event in hospital care or treatment.ResultsRespondents reported negative events in relation to: 1) inadequate information exchange with care providers; 2) different expectations between respondents and care providers about medical procedures; 3) experienced prejudicial behavior on the part of care providers.ConclusionsWe identified three key situations in which negative events were experienced by immigrant patients. Exploring negative events from the immigrant patient perspective offers important information to help improve health care. Our results indicate that care providers need to be trained in adequately exchanging information with the immigrant patient and finding out specific patient needs and perspectives on illness and treatment.
Highlights
Negative events are abusive, potentially dangerous or life-threatening health care events, as perceived by the patient
Patients may be capable to report on interpersonal problems, such as lack of respect or insufficient information, and on incidents related to the delivery of care
Three types of situations were identified in which respondents experienced negative events: 1) situations in which respondents felt that the exchange of information between themselves and the care provider was inadequate; 2) situations in which different expectations between respondents and care providers about medical procedures played a role; and 3) situations in which respondents felt mistreated because of the care provider’ prejudicial behavior
Summary
Potentially dangerous or life-threatening health care events, as perceived by the patient. Patients’ perceptions of negative events are regarded as a potentially important source of information about the quality of health care. We explored negative events in hospital care as perceived by immigrant patients. Patients are considered a potentially important source of information about problems or incidents within health care [1]. Their observations can be used in health care quality and safety improvement initiatives [1]. Be less likely to notice deficiencies in technical quality of health care and in the that immigrant patients in the Emergency Department experienced negative events in relation to staff neglect, communication and language issues, as well as medication and diagnostic errors [12]
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