Traumatic journeys; understanding the rhetoric of patients’ complaints

摘要

BackgroundResearch on patients’ complaints about healthcare has tended to focus on the typology of complaints and complainants to homogenise complaints and better understand safety implications. Nonetheless, complaints speak to a broader spectrum of harm and suffering that go beyond formal adverse events. Complaints about care episodes can take considerable time and effort, generate negative energy and may leave a dogged ‘minority’ embittered.