Effective ED Complaint Management

Dagher, Michel; Kelbert, Patricia; Lloyd, Robert J.

doi:10.1097/00006247-199512000-00015

Cited by 5 publications

(6 citation statements)

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“…These changes may have served to increase the number of complaints. As the complaints process is emotionally demanding for both complainants45 and personnel,46 it is very important that the increase in the number of patient complaints could be slowed down or stopped in the future. The capacity of healthcare personnel, and especially of physicians to resolve difficult situations in healthcare needs to be supported.…”

Section: Discussionmentioning

confidence: 99%

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Patient complaints in Finland 2000–2004: a retrospective register study

et al. 2008

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Today, monitoring of patient complaints in healthcare services is being used as a tool for quality assurance systems and in the future development of services. This nationwide register study describes the number of all complaints processed, number of complaints between different state provinces, healthcare services and healthcare professionals, and outcomes of complaints in Finland during the period 2000-2004. All complaints processed at the State Provincial Offices and the National Authority for Medicolegal Affairs were analysed by statistical methods. Complaints about mental healthcare were explored in greater detail. The analysis showed that the number of patient complaints increased considerably during the study period. There were changes in the number of complaints between study years in different provinces. Out of different healthcare services, an especially marked increase was seen in private healthcare. Nearly all complaints were lodged against physicians, and over half of the complaints were made because of medical error. In mental health care, patients more often complained about unsatisfactory certificates and statements and the use of compulsory hospital care. An analysis of the outcomes revealed that in mental health care complaints more seldom led to consequences. The results need to be utilised when planning interventions for advanced supervision, prevention of adverse events and patient safety in healthcare, and especially in mental health care. From the patients' perspective, it is important to create a culture where most problem situations are handled where the treatment was provided, thus avoiding a complex complaints process.

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Section: Discussionmentioning

confidence: 99%

“…Professionals need systematic education about procedures that make the processing of complaints easier and more effective 46. As in the future it is possible that patients will have access to healthcare across abroad, all development of complaints processes needs to be done in collaboration between European Union Member States 10…”

Section: Discussionmentioning

confidence: 99%

Patient complaints in Finland 2000–2004: a retrospective register study

et al. 2008

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“…The findings showed the existence of favourable conditions for implementation of a complaint handling system. 1 , 3 , 4 , 7 First, the notion of patients’ rights to complain in Vietnam, brought into the health sector since Doi Moi in 1986, was officially recognized in the Constitution in 1992. More recently, the legislation on grassroots democratization was introduced to improve transparency and prevent corruption and may have contributed to the increase in reported number of complaints.…”

Section: Discussionmentioning

confidence: 99%

“… 1 – 3 Patients often complain when they are dissatisfied with a service they have received, and specific causes of complaints typically relate to professional conduct, provider–patient communication, treatment and care of patients, medical errors, malpractice, lack of skills, waiting for care and costs. 4 – 8 Complaints may vary in severity, from patients’ concerns not being listened to, the most common complaint, to some form of loss, to death as a result of poor care. 3 , 8 …”

Section: Introductionmentioning

confidence: 99%

Patient complaints in healthcare services in Vietnam’s health system

Mirzoev

Morgan

2015

SAGE Open Medicine

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Background:There is growing recognition of patient rights in health sectors around the world. Patients’ right to complain in hospitals, often visible in legislative and regulatory protocols, can be an important information source for service quality improvement and achievement of better health outcomes. However, empirical evidence on complaint processes is scarce, particularly in the developing countries. To contribute in addressing this gap, we investigated patients’ complaint handling processes and the main influences on their implementation in public hospitals in Vietnam.Methods:The study was conducted in two provinces of Vietnam. We focused specifically on the implementation of the Law on Complaints and Denunciations and the Ministry of Health regulation on resolving complaints in the health sector. The data were collected using document review and in-depth interviews with key respondents. Framework approach was used for data analysis, guided by a conceptual framework and aided by qualitative data analysis software.Results:Five steps of complaint handling were implemented, which varied in practice between the provinces. Four groups of factors influenced the procedures: (1) insufficient investment in complaint handling procedures; (2) limited monitoring of complaint processes; (3) patients’ low awareness of, and perceived lack of power to change, complaint procedures and (4) autonomization pressures on local health facilities. While the existence of complaint handling processes is evident in the health system in Vietnam, their utilization was often limited. Different factors which constrained the implementation and use of complaint regulations included health system–related issues as well as social and cultural influences.Conclusion:The study aimed to contribute to improved understanding of complaint handling processes and the key factors influencing these processes in public hospitals in Vietnam. Specific policy implications for improving these processes were proposed, which include improving accountability of service providers and better utilization of information on complaints.

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“…It can 1 also serve as an administrative tool to improve services, by providing an evaluation of user satisfaction and discovering problems that may exist in the provision of services. The majority of complaint examination systems and ombudsman services in the health sector have these same two objectives [5,6,12]. We should note however that the objective of services improvement aims not only at responding to administrative questions, but also, as suggested by a guideline produced by the Complaints Commissioner [10], aims to promote to professionals and managers the systems of complaint examination, and to obtain the necessary collaboration from them.…”

Section: The Complaint Examination Systemmentioning

confidence: 99%

The Québec Complaint Examination System: Stakeholder Perspectives on the Purpose and Intake of Complaints

Clément

Gagnon

2006

Health Care Anal

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Québec's complaint examination system has devoted considerable effort to supporting dissatisfied users who may wish to register complaints. It is open to question, however, whether this level of effort has, in fact, aided users in filing their complaints, and whether, once filed, the intake and processing of complaints has been rigorous and fair. Has the intake and handling of complaints at least improved? This is the question we shall attempt to answer here by presenting the results of our study concerning the impact of the Complaint Assistance and Support Centers (CAAPs) on the intake of complaints. The results show that the Québec complaint examination system and its Complaint Assistance and Support Centers help make complaints more admissible and ensure that each complaint is examined. However, the system is also hindered by differences and conflicting interpretations among the various stakeholders regarding the legitimacy of complaints, respect for users' rights, and the mission of the system. Although complaint examination systems seek to encourage users to express their points of view, users' voices are still only partly audible.

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Effective ED Complaint Management

Cited by 5 publications

References 0 publications

Patient complaints in Finland 2000–2004: a retrospective register study

Patient complaints in Finland 2000–2004: a retrospective register study

Patient complaints in healthcare services in Vietnam’s health system

The Québec Complaint Examination System: Stakeholder Perspectives on the Purpose and Intake of Complaints

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