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

Abstract

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.

Key strategies to improve systems for managing patient complaints within health facilities – what can we learn from the existing literature?

“…Evidence from the Netherlands shows that for complainants, an assurance that their complaint will lead to improvements and change is as important as personal redressal [87]; and that an honest commitment to learning from mistakes, at provider, organisational, and policy levels, is appreciated by patients, and will enhance accountability and improve the care experience [88]. Meanwhile, studies in the UK showed that over half of complaints can be effectively and quickly settled with an apology or an explanation [89] or by a single telephone call or letter-based response [40]. In Vietnam, public hospitals also quickly resolve complaints.…”

“…Ensure adequate and timely response to each complaint [3,7,86], even if a simple apology or an explanation [40,89]…”

Patient complaints about health care in a Swedish County: characteristics and satisfaction after handling

“…To receive a complaint is often distressing and the criticism can fill the person, the healthcare provider, with strong emotions (Robinson et al . ). Previously, it has been described that a majority of physicians who receive a patient complaint react negatively, which can make it more difficult to admit mistakes (Cunningham ).…”

“…Consequently, healthcare organizations need leadership that ensures both that staff receive support and that complaints are received and handled in a constructive way that lead to quality improvement (Robinson et al . , Piper & Tallman ). It is reasonable to assume that complainants have at least two goals with their complaints: to obtain redress and to prevent that other patients experience the same flaws in health care (Jangland et al .…”

“…claim that patient satisfaction is an integral component for measures of healthcare quality (Robinson et al . ). If complaints are systematically reviewed, they provide indications of problematic trends in health care both on institutional and individual levels (Bismark et al .…”