Jaycustomers in the Hungarian healthcare system

The objective of our research was to examine the jaycustomers in healthcare. Thematic qualitative interviews were conducted with frontline healthcare staff (doctors, healthcare workers - nurses, caretakers and pharmacists). The respondents were asked to recall extraordinary situations and events. Based on the events, we asked them to describe the unpleasantness of the situation and then classify the healthcare jaycustomers. Our goal with this research is to explore the most common conflict situations in healthcare, the causes, the characteristics of destructive/deviant users, in order to formulate recommendations to service providers on how to deal with these jaycustomer types. The practical applicability of the research therefore lies in its potential to help develop proactive service provider behaviour. The identification of conflict situations allows quality improvement procedures to regulate where defects arise. 46 physicians, pharmacists/pharmacy staff, nurses, nurse practitioners, medical assistants and ambulance nurses were interviewed in September-November 2022.