Journal of Patient Experience, Ahead of Print.
Objective:The study report focuses on the interaction of patients’ complaint cases and their related physicians’ responses in handling patients’ complex requests based on the dynamics of power and ideology.Method:Data consist of 3 selected patients’ complaints and 7 physicians’ responses in a specialized medical care organization in December 2016. Data of the qualitative case study were used in narrative analysis.Results:The study revealed storylines of narratives ending in physicians’ collective ideology of encounters with dissatisfied patients.Conclusion:The interaction between patients’ complaints and physicians’ responses showed emergent patterns of conflicts, which were both constraining and enabling.