Patient complaints about communication in cancer care settings: Hidden between the lines

Abstract

ObjectivesTo investigate patient complaints in cancer care settings reported to patient advisory committees (PACs) and describe the frequency and content of communication failures across all reports. MethodsContent analysis, with a summative approach, was applied to cancer care complaints (2016–2020) by 692 patients to PACs in one Swedish healthcare region. ResultsMore than half the patients reported communication failures. Patients reported not receiving proper information, not being listened to, and being treated disrespectfully or impersonally. Communication failures occurred in different stages of the patients’ cancer care, from diagnostic workup to end-of-life. Compared with the results of the PACs, communication failures were underreported, and were often combined with complaints in other categories. ConclusionsCommunication failures are hidden “between the lines” and do not appear clearly in existing reporting systems. Healthcare must utilize the knowledge conveyed by patient complaints and create conditions and environments that support healthcare providers in delivering person-centered care. Practice ImplicationA summary picture of patients’ complaints in Swedish cancer care is provided. These results could be used to further improve the patient complaint system. Above all, the results could serve as a “wake-up call” about the importance of communication and a valuable resource in improving cancer care.