Emergency department complaints: A one-year analysis

Schwartz, Lawrence R; Overton, David

doi:10.1016/s0196-0644(87)80522-x

Cited by 62 publications

(50 citation statements)

References 4 publications

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“…[2,[4][5][6][7] For example, while Ooi et al found this ratio 0.26 per 1.000, Schwartz et al found 3.8 per 1.000. The complaint case rate found in this study (0.18 per 1.000) is comparable with rates reported by others.…”

Section: Discussionmentioning

confidence: 99%

“…In contrast to other studies, the men in our study complained significantly more frequently than women. [2,[4][5][6][7] The reasons for this apparent gender difference are not clearly known and, as the data were only available in summary form, it precludes further analysis. However we think it may Table 4.…”

Section: Discussionmentioning

confidence: 99%

“…In addition, the finding that close relatives and friends were the complainants in half of the cases was surprising, and is not consistent with the findings of others. [2,[4][5][6][7] While complaints over the last 4 years show a rise to 18 between June 2010 and June 2011, the numbers of complaints between June 2011 and June 2012 has declined. While there were 10 physicians working between June 2010 and June 2011 in the ED, there were 17 physicians working between June 2011 and June 2012.…”

Section: Discussionmentioning

confidence: 99%

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Patient and relative complaints in a hospital emergency department: a 4-year analysis

Zengin

Yavuz

et al. 2012

Tr J Emerg Med

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ÖZET Amaç Hasta ve yakınlarının şikâyetleri, hizmet iyileştirmeleri için önemli bir bilgi kaynağıdır. Bu çalışmada; düzeltici önlemler almak amacıyla, hasta ve yakınlarının acil servis hakkında şikâyetleri değerlendirildi. Gereç ve Yöntem SUMMARY ObjectivesComplaints by patients and their relatives are an important source of information for service improvement. In order to take remedial measures, the present study evaluated the complaints of patients and their relatives about our emergency department (ED). MethodsRecords of all patient complaints, from June 2008 to June 2012, were retrieved from the Quality Improvement Unit (QIU) archives. All complainants were contacted by phone. The socio-demographic profiles of complainants, their reasons for complaints, and the outcomes were analyzed using the SPSS statistical package. ResultsThe results revealed that 54 complaints have been made against our ED over four years relating to medical care, staff attitudes, waiting time, and financial reasons. Of the complainants, 75.9% were male (n=41), and 24.1% (n=13) were female. The majority (29.7%, 20.4%) of the complaints were due to medical care and attitude problems. Most complaints were made for green code patients (55.6%). The majority of complaints were about emergency physicians (38.9%). Complaint frequency was 0.18 per 1.000 visits. ConclusionsComplaints are potentially useful quality assurance tools, and can identify remediable system flaws. The main causes of complaints are medical care, staff attitude, and waiting time, and many of these causes are remediable.

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Section: Discussionmentioning

confidence: 99%

Section: Discussionmentioning

confidence: 99%

Section: Discussionmentioning

confidence: 99%

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Patient and relative complaints in a hospital emergency department: a 4-year analysis

Zengin

Yavuz

et al. 2012

Tr J Emerg Med

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“…A review of complaints and their resolution allows assessment of both the quality of medical care and patient satisfaction with it (Thompson & Rodrick, 1982;Schwartz & Overton, 1987;Burstein & Fleisher, 1991;Chande et al, 1991). Most studies that have examined complaints about medical services (Schwartz & Overton, 1987;Burstein & Fleisher, 1991;Chande et al, 1991;Curka et al, 1995) have found a strong relationship between poor doctor^patient communication and patient dissatisfaction, but few have analysed complaints about psychiatric care.…”

Section: Discussionmentioning

confidence: 99%

“…Most studies that have examined complaints about medical services (Schwartz & Overton, 1987;Burstein & Fleisher, 1991;Chande et al, 1991;Curka et al, 1995) have found a strong relationship between poor doctor^patient communication and patient dissatisfaction, but few have analysed complaints about psychiatric care. A review of the American National Association of Insurance Commissioners Claims (Slawson & Guggenheim, 1984) showed that only 0.3% of the 71 788 malpractice claims filed by American physicians between 1974 and 1978 were against psychiatrists.…”

Section: Discussionmentioning

confidence: 99%

Complaints about care in a mental health trust

Pitarka-Carcani

Szmukler

Henderson³

2000

Psychiatr. bull.

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Pitarka-Carcani et al Complaints about care in a mental health trust 372 independent review panel (IRP). If a panel is not established, the complainant has the right to contact the ombudsman. Data extractionOne hundred complainants were randomly selected from a total of 192 for 1997, using the records of the customer relations office. We limited the scope of the study to complaints that involved clinical matters, although in some cases they also included non-medical issues (administration, maintenance, etc.). We extracted the following information from the confidential complaint file:. gender;. legal status (when possible);. NHS status (in-patient or out-patient);. number of complaints made in the same year (1997);. time between the index incident and the complaint(s); . nature of the complaint(s); . person/people against whom the complaint was made;. response time;. means of resolution;. whether responses to complaints were a priori plausible (if they addressed in full the complaint and offered plausible explanation) or implausible; this distinction was made independently of the complainant's satisfaction with the resolution; . whether further action was required or taken by the trust as result of the complaint.We attempted to identify whether the complaint might have resulted directly from a patient's disturbed mental state, especially if suffering from psychosis, as indicated by the content of the complaint and/or the response to it. ResultsOut of a total of 325 complaints to the trust during 1997, 192 were against clinical aspects of services. The total represents a 15% fall from the number of complaints made in 1996, the first year of the new system. PatientsOf the 100 complaints studied, 58 concerned male patients. Twelve patients (all male) had been detained under the Mental Health Act (MHA) 1983 at the time of the incident, which gave cause for the complaints. Fiftyseven complaints were made about in-patient treatment. Who complainedJust over half of the complaints (54) were initiated by patients themselves and over one-quarter (29) were made by relatives. Other complainants included representatives of an advocacy or users' group (6) and other agencies unrelated to the trust (5), such as the patient's solicitor or neighbours.Service source of complaint Table 1 shows the number of complaints against each service and the estimated rates of complaints by patient and by episode of in-patient care. Complaints were far higher from in-patient than from out-patient settings (difference=2.6%, 95% CI 2.2^2.9; P50.0001). Table 2 shows that one-third of complaints were made against a team, as opposed to an individual professional. Most complaints against consultants concerned out-patient care, whereas in-patients' complaints more frequently concerned nurses (15). Number of complaints per complainantThe majority (89) made only one complaint, although the possibility of incomplete cross-referencing of complaints means this may be an overestimate. Seven patients made a second complaint that year; four made three or mor...

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Gender differences in German consumer decision‐making styles

Mitchell

Walsh

2004

J of Consumer Behaviour

293

182

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is Professor of Marketing at Cass Business School, City of London. He has carried out extensive research into marketing and consumer behaviour, with particular focus on consumer decision making and complaining behaviour. He has published over 170 academic and practitioner papers in journals such as a number of other national and international outlets. AbstractMales and females want different products and they are likely to have different ways of thinking about obtaining these. This study furthers an understanding of how gender affects consumers' approaches to decision making. The research used Sproles and Kendall's (1986) consumer styles inventory (CSI) on a sample of 358 German males and females. Although all seven German decision-making characteristics found in a previous German study could be confirmed for females, only four could be confirmed for males, raising the question of whether the CSI is equally valid for both genders. Tentative support was found for five new male factors, namely satisfying, enjoyment-variety seeking, fashion-sale seeking, time restricted and economy seeking. The results imply that the CSI has construct validity for females, but appears to be less valid for males.

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Emergency department complaints: A one-year analysis

Cited by 62 publications

References 4 publications

Patient and relative complaints in a hospital emergency department: a 4-year analysis

Patient and relative complaints in a hospital emergency department: a 4-year analysis

Complaints about care in a mental health trust

Gender differences in German consumer decision‐making styles

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