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Understanding healthcare professionals’ responses to patient complaints in secondary and tertiary care in the UK: a systematic review and behavioural analysis using the Theoretical Domains Framework

The path of a complaint and patient satisfaction with complaint resolution is often dependent on the responses of healthcare professionals (HCPs). It is therefore important to understand the influences shaping HCP behaviour. This systematic review aimed to (1) identify the key actors, behaviours and...

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Main Authors: Antonopoulou, Vivi (Author) , Meyer, Carly (Author) , Chadwick, Paul (Author) , Gibson, Beckie (Author) , Sniehotta, Falko F. (Author) , Vlaev, Ivo (Author) , Vassova, Anna (Author) , Goffe, Louis (Author) , Lorencatto, Fabiana (Author) , McKinlay, Alison (Author) , Chater, Angel Marie (Author)
Format: Article (Journal)
Language:English
Published: 2024
In: Health research policy and systems
Year: 2024, Volume: 22, Pages: [1]-30
ISSN:1478-4505
DOI:10.1186/s12961-024-01209-4
Online Access:Verlag, kostenfrei, Volltext: https://doi.org/10.1186/s12961-024-01209-4
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Author Notes:Vivi Antonopoulou, Carly Meyer, Paul Chadwick, Beckie Gibson, Falko F. Sniehotta, Ivo Vlaev, Anna Vassova, Louis Goffe, Fabiana Lorencatto, Alison McKinlay and Angel Marie Chater
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Summary:The path of a complaint and patient satisfaction with complaint resolution is often dependent on the responses of healthcare professionals (HCPs). It is therefore important to understand the influences shaping HCP behaviour. This systematic review aimed to (1) identify the key actors, behaviours and factors influencing HCPs’ responses to complaints, and (2) apply behavioural science frameworks to classify these influences and provide recommendations for more effective complaints handling behaviours.
Item Description:Online veröffentlicht: 1. Oktober 2024
Gesehen am 15.04.2025
Physical Description:Online Resource
ISSN:1478-4505
DOI:10.1186/s12961-024-01209-4

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