Objective To examine how general practitioners experience patients'complaints.
Setting General practices in Lambeth, Southwark, and Lewisham health authority.
Participants Representative sample of 30 general practitioners who had had complaints made against them under either the old or new complaints system.
Design Qualitative study with detailed interviews.
Results Participants described their experiences of patients'complaints in three stages : initial impact, conflict, and resolution.
The first stage described being out of control, feelings of shock and panic, and a sense of indignation towards patients generally.
The second stage described the many conflicts generated by the complaint : emotional conflicts such as feelings of anger, depression, and even suicide, conflicts around aspects of professional identity including doubts about clinical competence, conflicts with family and colleagues, and conflicts arising from the management of the complaint The third stage described a sense of resolution.
For many this meant practising defensively, for others it meant planning to leave general practice, and for a minority no resolution was achieved.
Not all participants, however, reported such a negative experience.
Some described how they had become immune to complaints, and a small minority described the complaint as a learning experience. (...)
Mots-clés Pascal : Relation médecin malade, Médecin généraliste, Homme, Gestion, Expérience professionnelle, Formation professionnelle, Résolution conflit, Méthodologie, Conflict
Mots-clés Pascal anglais : Physician patient relation, General practitioner, Human, Management, Professional experience, Occupational training, Conflict resolution, Methodology
Notice produite par :
Inist-CNRS - Institut de l'Information Scientifique et Technique
Cote : 99-0345341
Code Inist : 002B30A05. Création : 14/12/1999.