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Master Thesis

L'insatisfaction dans la relation médecin-malade : le point de vue du malade

Abstract : The purpose of this thesis is to describe the patient's point of view on the dissatisfaction with his doctor. We have opted for qualitative research using the grounding theory. The survey was carried out using semi-structured interviews with people dissatisfied with their general practitioner. Dissatisfaction results from perceived quality below the expected quality. Our results show that in the patients it presents a triple contingency. First, it can be seen as the lack of fulfillment of the needs of individuals. The sick person experiences a physical, psychological and social breakdown and expects the physician to act for a rapid restoration of the state of equilibrium. Secondly, dissatisfaction is sometimes linked to the conflicts of interest and power of the actors within an asymmetric relationship oscillating between complementarity and hierarchical relationships. Finally, due to health democratization and legislative and economic remodeling of the last two decades, dissatisfaction can also be partly understood in the same way as in the market relationship. The expectations of users of the health system are linked to their representations of the services that it can offer. This latter component lends itself well to the Kano model, which accounts for the absence of symmetrical opposition between satisfaction and dissatisfaction. Moreover, this work brings the idea that if care is sometimes thought of in terms of performance, although it can not be reduced to it, certain marketing techniques deserve to be studied as an approach to satisfaction and quality care.
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Master Thesis
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Submitted on : Monday, October 5, 2020 - 4:07:21 PM
Last modification on : Monday, October 11, 2021 - 1:25:03 PM


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  • HAL Id : dumas-02958129, version 1




Damien Daussy. L'insatisfaction dans la relation médecin-malade : le point de vue du malade. Médecine humaine et pathologie. 2018. ⟨dumas-02958129⟩



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