title: [Textual analysis of patients' complaints in the hospital milieu].
abstract: The text of patient's complaints in a parisian hospital have been examined in order to describe the recurrent types, but also the argumentation's modalities of both sides. We describe the process of answering by showing the different stages in building the answer. A process of enquiry appears, where the answer has to reconstitute the facts and to relate them with the expressed complaint. This process is especially important in the case of medical and informational complaints, domains where the asymmetry between patient and clinician is especially wide. This drives us to show the deficiencies of a purely written complaint-process. To avoid these insufficiencies, the relevant answers and questions have to be involved in a real dialogue, where both sides can equally contribute in reconstructing the information. This confirms the necessity of introducing conciliation commissions in medical structures, where patients could directly express their complaints.
authors.affiliation: Université de Lausanne & Sorbonne Nouvelle (UFR de communication) 54, rue Notre-Dame-des-Champs, 75006 Paris. florencequinche@moncourrier.com
authors.forename: F
authors.initials: F
authors.lastname: Quinche
mesh_terms: D003142:Communication; D006302:Health Services Research; D015285:Hospital-Patient Relations; D006786:Hospitals, Urban / Q000592:standards* / Q000706:statistics & numerical data / Q000639:trends; D006801:Humans; D007374:Interior Design and Furnishings / Q000592:standards; D019300:Medical Errors / Q000706:statistics & numerical data; D017063:Outcome Assessment, Health Care / Q000458:organization & administration*; D010146:Pain / Q000517:prevention & control; D010297:Paris; D010353:Patient Education as Topic / Q000592:standards; D017060:Patient Satisfaction; D011369:Professional-Patient Relations; D011787:Quality of Health Care; D011795:Surveys and Questionnaires; D013727:Terminal Care / Q000523:psychology / Q000592:standards; D014850:Waiting Lists
vernacular_title: Analyse textuelle des plaintes de patients en milieu hospitalier.