How physicians make sense of their experience of being involved in hospital users’ complaints and the associated mediation | BMC Health Services Research | Full Text
Open access. The growing interest in hospital users’ complaints appears to be consistent with recent changes in health care, which considers the patient’s voice a valuable information source to improve health care. Based on the assumption that the clinicians’ lived experience is an essential element of health care and to neglect it may have serious consequences, this study aimed to explore how physicians experience hospital users’ complaints and the associated mediation process.