Understanding complaints about paramedics: a qualitative exploration in a UK context

Lucas, G.; Zasada, M.; Gallagher, A.; Jago, R.; Banks, S.; Zubin, A.; van der Gaag, A.

Abstract

Introduction: This research set out to understand the context and explore the reasons for the disproportionate number of complaints raised against paramedics to the United Kingdom professional regulator – the Health and Care Professions Council – relative to other health professions. Methods: This paper reports on qualitative findings from one aspect of a mixed-methods study which included a case analysis, Delphi study and literature review. One-to-one semi-structured interviews conducted with 15 stakeholders drawn from practitioners, educators, representatives and regulators, and three focus groups held with 16 practitioners and service users were used to gain an in-depth understanding of the possible reasons for complaints about paramedic practice. Results: Five themes were generated from a thematic analysis of the data: the impact of public perceptions and expectations; the challenges of day-to-day practice; the effect of increasingly pressurised services; the organisational and cultural climate which impacts paramedics’ work; and the evolving nature of the profession. Conclusion: This study highlights the complex and changing nature of paramedic practice. It provides an insight into the ways in which the character, practice and environment of the profession contribute to a disproportionate number of complaints.

Citation

Lucas, G., Zasada, M., Gallagher, A., Jago, R., Banks, S., Zubin, A., & van der Gaag, A. (2019). Understanding complaints about paramedics: a qualitative exploration in a UK context. Australasian journal of paramedicine, 16, 1-7. https://doi.org/10.33151/ajp.16.616

• Journal Article Type: Article
• Publication Date: Jan 1, 2019
• Deposit Date: Nov 5, 2019
• Publicly Available Date: Jul 3, 2020
• Journal: Australasian Journal of Paramedicine
• Publisher: Paramedics Australasia
• Peer Reviewed: Peer Reviewed
• Volume: 16
• Pages: 1-7
• DOI: https://doi.org/10.33151/ajp.16.616