A 22 month study of patient complaints at a National Health Service hospital

Siyambalapitiya, Sajith; Caunt, J. A.; Harrison, Natalie; White, Lesley; Weremczuk, D; Fernando, Devaka J.S.

doi:10.1111/j.1440-172x.2007.00613.x

Cited by 32 publications

(26 citation statements)

References 9 publications

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“…It is also encouraging that the vast majority of complaints were resolved at the local level; consistent with other studies within the NHS and other countries which have shown that very few complaints proceed to litigation and over 95% are resolved by apology and explanation alone (Taylor et al, 2002;Siyambalapitiya et al, 2007;Anderson et al, 2001). Of those complaints referred to the PHSO, poor explanation and incomplete response were the most common reasons dissatisfaction with NHS complaint handling.…”

Section: Discussionsupporting

confidence: 74%

A 36-month study of patient complaints at a tertiary fertility centre

et al. 2013

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Patient satisfaction is an integral component of measuring health care quality. Attention to patient complaints is part of a strategy to resolve dissatisfaction and improve care. Our aim was to review patient complaints in a UK fertility centre, and their outcome. Data regarding all complaints made to the fertility services over 3 years, the outcome and actions implemented were collected retrospectively. Between 2008 and 2011, the fertility unit received 27 (6%) complaints from a total of 450 complaints for the entire Trust (NHS hospital). Complaints could be categorised as Primary Care Trust (funding body) (PCT) (n = 7) and non PCT related (n = 20). Most PCT complaints related to funding restrictions imposed by the PCT. The majority of complaints (n = 20) related to the fertility services and most complaints were multifactorial. Of the total, communication errors and administrative delays accounted for 19 out of 27 complaints, the remainder being due to staff attitude and direct clinical care issues. Of the 27, 25 (93%) were satisfied with a written response and only 2 required a further meeting; 67% of complaints were settled with an apology or explanation alone (18/27), while 30% (8/27) required a review of policy. Improved communication with patients, General Practitioners and commissioners should reduce complaints. The resolution of the majority of complaints can be achieved locally and should be used in a positive way to improve patient care.

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Section: Discussionsupporting

confidence: 74%

A 36-month study of patient complaints at a tertiary fertility centre

et al. 2013

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“…A similar study shows that most of the complaints reported to the Medical Council Organization of Tehran were against middle-aged doctors (24). Lack of experience in young staff causes communication failure, which is consistent with the results of other studies (ranging from 26 to 50%) (5)(6)(7)(8)(9)(25)(26)(27). The majority of complaints were associated with assistant doctors (middle-aged doctors) in our study.…”

Section: Discussionsupporting

confidence: 91%

The Complaints of Patients and Their Relatives About Emergency Service

Al¹,

Yıldırım²,

Yarbil³

et al. 2012

JAEM

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ÖzetAmaç: Bu çalışmada hasta ve yakınlarının acil servis çalışanları hakkındaki şikâyetlerini değerlendirmeyi amaçladık. Gereç ve Yöntemler: Ekim 2009 ve Ocak 2011 tarihleri arasında Gaziantep Üniversitesi Tıp Fakültesi, Acil Tıp Anabilim Dalı'na resmi olarak bildirilen şikâyet dilekçeleri prospektif olarak incelendi. Müştekilerin cinsi, meslekleri, acile başvuru zamanı ve başvurma nedenleri, memnuniyetsizlikleri, şikâyetçi olduğu kişiler, yapılan tedaviler, şikâyetin nereye yapıldığı, hastanın akıbeti, açılan soruşturmalar ve alınan cezalar değerlendirmeye alındı. Bulgular: Müştekilerin %47.6'sı (n=10) erkek, %52.4'ü (n=11) kadın idi. En çok şikâyetçi olanlar (%28.6) ev hanımları idi. Hastaların %23.8'i aynı gün içinde ikinci kez acile başvurmuştu. En çok şikâyete neden olan hasta grubu karın ağrısı (%23.8) ile gelenler oluşturmuştur. Memnuniyetsizliklerin en önemli nedeni bakım yetersizliği (%23.8) idi. Müştekiler şikâyet dilekçelerinde %47.6 oranında şikâyetçi oldukları kişinin adını belirtmişlerdi. Şikâyet mercilerinin çoğunluğu (%62) başhekimlik makamına yapılmıştı ve en çok (%47.6) asistanlardan şikâyetçi olmuşlardı. İki soruşturma açılmış, sadece bir şikâyetten dolayı acil servis çalışanları "dikkat çekildi" cezasını almışlardır. Sonuç: Acil servis çalışanları en çok "basit denilip muayenesi ve tedavileri geciktirilen hastalar ve yakınları" tarafından şikâyet edilmektedir. AbstractObjective: We aimed to evaluate the complaints of patients and their relatives concerning emergency service staff in the present study. were studied prospectively. In the present study, the gender and jobs of complainants, admission time and reason for admission to the emergency department, the complainants' dissatisfactions, the staff who were complained of, treatments, and the office where the complaints were applied to, the result of complaints, and the punishment that was approved were evaluated. Results: Of the complainants, 47.6% were male (n=10), and 52.4% (n=11) were female. Housewives complained most (28.6%). Of the patients, 23.8% applied a second time to the emergency department in the same day. The patient group that complained most (23.8%) had stomach trouble. Insufficient care was the major (23.8%) cause of dissatisfaction. The complainants gave the name of staff in 47% of cases that they complained of in their complaint application. The majority of (62%) complaints were delivered to the complained department dependent on the chief of staff and the assistants were complained of most (47.6%). Two investigations were opened on all doctors, and a "warning punishment" was given to them for just r one complaint. Conclusion: The emergency staffs are complained about by the patients and their relatives whose examinations and treatments were delayed due to the condition being considered simple. (JAEM 2012; 11: 141-5)

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“…Complaint responder would give necessary explanations or comments to the complainant. 4. If the complaint is not resolved, then the medical, nursing or a special team (depending on the complaint issue), will investigate it further.…”

Section: Methodsmentioning

confidence: 99%

“…Because of the availability of modern information systems and better public education, there is an increase in patients and their families' awareness on their own rights about health and the choice of treatment available. Consequently, complaints regarding the quality of healthcare have been increased significantly (4).…”

Section: Introductionmentioning

confidence: 99%

Customers’ Complaints and its Determinants: The Case of a Training Educational Hospital in Iran

Ebrahimipour

Najar

Khanijahani

et al. 2013

Int J Health Policy Manag

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Background: Today, despite the efforts of the medical community and healthcare staff along with the advancements in medical technology, patients' dissatisfaction and complaints have been increased. The present study aimed at making a survey on the patients' complaints in a large training hospital affiliated to Mashhad University of Medical Sciences (MUMS). Methods: This descriptive, cross-sectional study was conducted on written and verbal complaints of patients and their relatives in a tertiary (specialty and sub-specialty) training hospital. All the recorded patients' complaints, from March to December 2012, were reviewed. Data were categorized and analyzed using descriptive statistics by Microsoft Excel 2007. Results: A total of 233 complaints were reviewed, of which 46.35%, 31.34% and 22.31%, respectively, were verbal, written and made on the phone. The main reasons for complaints were accessibility to medical staff (21.46%), communication failures (20.17%) and dissatisfaction with the provided care (14.59%). Thirty one (13.31%) cases were solved at first place, 194 (83.26%) referred to the complaints from the committee and 3.43% referred to the legal authorities. The average response time was about six to seven days. Conclusion:The findings of the study suggest that sufficient availability of medical staff, improvement in communication skills and paying attention to the patients' needs and expectations may reduce complaints from public health facilities.

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A 22 month study of patient complaints at a National Health Service hospital

Cited by 32 publications

References 9 publications

A 36-month study of patient complaints at a tertiary fertility centre

A 36-month study of patient complaints at a tertiary fertility centre

The Complaints of Patients and Their Relatives About Emergency Service

Customers’ Complaints and its Determinants: The Case of a Training Educational Hospital in Iran

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