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Frequent attenders' experiences of encounters with healthcare personnel: A systematic review of qualitative studies
Author(s) -
Huhtakangas Moona,
Tuomikoski AnnaMaria,
Kyngäs Helvi,
Kanste Outi
Publication year - 2021
Publication title -
nursing and health sciences
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 0.563
H-Index - 47
eISSN - 1442-2018
pISSN - 1441-0745
DOI - 10.1111/nhs.12784
Subject(s) - cinahl , empathy , scopus , medline , health care , qualitative research , service (business) , psychology , nursing , variety (cybernetics) , health professionals , patient satisfaction , medicine , family medicine , social psychology , social science , economy , sociology , political science , psychological intervention , law , economics , economic growth , artificial intelligence , computer science
Rather than measure demographic factors such as socioeconomics, the aim of this study was to examine the lived experience of frequent attenders by synthesizing findings on their encounters with healthcare personnel. The Scopus, CINAHL, PsycARTICLES, and PubMed (Medline) databases were searched in May 2020 in order to screen studies by title and abstract ( n = 1794) and full‐text ( n = 20). Findings from the included studies ( n = 6) were then pooled using meta‐aggregation, yielding the following results: difficulties in resolving frequent attenders' situations may create “service circles,” frustrating patients with their situation; frequent attenders' own expertise regarding their condition should be recognized and valued alongside that of healthcare professionals when performing collaborative care; a lack of empathy and disparagement may make frequent attenders feel misunderstood and unappreciated; frequent attenders should be recognized as individuals by taking their circumstances into account and providing support accordingly. Frequent attenders' experiences demonstrate the importance of shared decision‐making, continuity of care, and acknowledging these patients' individual circumstances. Identifying the variety of frequent attenders' service needs by synthesizing their experiences is a practical way of organizing patient‐centered healthcare services.