Table 5 Categorisation of condensed comments for and against doing something extra or following routine. Some of the original comments address only encounters, others only treatment and some both encounters and treatment
For doing something extra and against following routine | For following routine and against doing something extra |
|---|---|
Improvement potential | Moral courage |
Improving encounters is always desirable, particularly if the patient’s criticism is warranted. | Improving encounters is not necessary if healthcare staff maintains a professional attitude and the moral courage to say no. |
Individualisation | Generalisation |
Encounters and treatment should be individualised according to the patient’s particular needs and in consideration of age and social situation (e.g. children). | All patients should be encountered and treated equally and according to medical needs. |
Allowing exceptions | Following rules |
It is human to make exceptions from general rules. | Follow guidelines, display moral courage and avoid reading patients’ blogs. |
Benefiting the patient | Harming |
Ten weeks might benefit the patient and even become more than ten weeks. | Risk of prolonging patient suffering. |
Negative consequences for staff | Negative consequence for the patient |
Prevent escalating negative viewpoints in the patient’s blog and avoid healthcare staff being negatively portrayed in the media. | Risk that the patient is becoming worse off/discriminated if she continues writing a negative blog. |