{
  "abstract": "Objectives To capture experiences of people self-reporting harm and contrast responses and actions between those who do or do not take formal action.Design Semi-structured qualitative interview study.Setting People self-reporting harm experienced in the National Health Service (NHS) or their family/friends identified from a general Great British population survey.Participants 49 participants.Results There were commonalities in experiences after harm whether formal action (including making a formal complaint or litigation) was taken or not. Many participants reported raising concerns informally with NHS staff, trying to access explanations or support, but were usually unsuccessful. Decision-making on action was complex. There were multiple reasons for not pursuing formal action, including fears of damaging relationships with clinicians, being occupied coping with the consequences of the harm or not wanting to take action against the NHS. NHS advocacy services were not regarded as helpful. Knowledge of how to proceed and feeling entitled to do so, along with proactive social networks, could facilitate action, but often only after people were spurred on by anger and frustration about not receiving an explanation, apology or support for recovery from the NHS. Those from marginalised groups were more likely to feel disempowered to act or be discouraged by family or social contacts, which could lead to self-distancing and reduced trust in services.Conclusions People actively seek resolution and recovery after harm but often face multiple barriers in having their needs for explanations, apologies and support addressed. Open and compassionate engagement, especially with those from more marginalised communities, plus tailored support to address needs, could promote recovery, decrease compounded harm and reduce use of grievance services where other provision may be more helpful.",
  "authors": [
    {
      "affiliations": [
        "London School of Hygiene & Tropical Medicine, London, UK"
      ],
      "name": "Lavanya Thana"
    },
    {
      "affiliations": [
        "Nuffield Department of Population Health, University of Oxford, Oxford, UK"
      ],
      "name": "Helen Crocker"
    },
    {
      "affiliations": [
        "Patient and Public Involvement and Experience Representative, London School of Hygiene & Tropical Medicine, London, UK"
      ],
      "name": "Shivali Modha"
    },
    {
      "affiliations": [
        "Centre for Socio-Legal Studies, University of Oxford, Oxford, UK"
      ],
      "name": "Linda Mulcahy"
    },
    {
      "affiliations": [
        "Nuffield Department of Primary Care Health Sciences, Oxford University, Oxford, UK"
      ],
      "name": "Catherine Pope"
    },
    {
      "affiliations": [
        "Experimental Psychology, University of Oxford, London, UK"
      ],
      "name": "Charles Vincent"
    },
    {
      "affiliations": [
        "Department of Health Service Research and Policy, London School of Hygiene and Tropical Medicine, London, UK"
      ],
      "name": "Helen Hogan"
    },
    {
      "affiliations": [
        "Nuffield Department of Population Health, University of Oxford, Oxford, UK"
      ],
      "name": "Michele Peters"
    }
  ],
  "title": "What do people do in the aftermath of healthcare-related harm? A qualitative study on experiences and factors influencing decision-making",
  "uid": "72fb1999-2224-5861-814a-b03dc7f80717"
}