For What Reasons Do Patients File a Complaint? A Retrospective Study on Patient Rights Units’ Registries

Önal, Gülsüm; Civaner, Murat

doi:10.5152/balkanmedj.2015.15433

Cited by 7 publications

(5 citation statements)

References 16 publications

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“…Ethnic minority,50–54 lower income or education25 36 50 51 55–57 and, in some cases, elderly25 50 51 57 individuals are under-represented among complainant populations across different countries, suggesting that complaints procedures do not typically meet all user needs. Specific barriers include burden of health condition,35 37 42 lack of perceived power58 and illiteracy 59. Local provision of interpreting and advocacy services, and collaboration with patient and community outreach organisations, can help address such barriers and improve the representativeness of the complainant population 40 41 45 46 49 53 60…”

Section: Resultsmentioning

confidence: 99%

“…Specific barriers include burden of health condition, 35 37 42 lack of perceived power 58 and illiteracy. 59 Local provision of interpreting and advocacy services, and collaboration with patient and community outreach organisations, can help address such barriers and improve the representativeness of the complainant population. 40 41 45 46 49 53 60…”

Section: Resultsmentioning

confidence: 99%

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Learning from complaints in healthcare: a realist review of academic literature, policy evidence and front-line insights

et al. 2020

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IntroductionA global rise in patient complaints has been accompanied by growing research to effectively analyse complaints for safer, more patient-centric care. Most patients and families complain to improve the quality of healthcare, yet progress has been complicated by a system primarily designed for case-by-case complaint handling.AimTo understand how to effectively integrate patient-centric complaint handling with quality monitoring and improvement.MethodLiterature screening and patient codesign shaped the review’s aim in the first stage of this three-stage review. Ten sources were searched including academic databases and policy archives. In the second stage, 13 front-line experts were interviewed to develop initial practice-based programme theory. In the third stage, evidence identified in the first stage was appraised based on rigour and relevance, and selected to refine programme theory focusing on what works, why and under what circumstances.ResultsA total of 74 academic and 10 policy sources were included. The review identified 12 mechanisms to achieve: patient-centric complaint handling and system-wide quality improvement. The complaint handling pathway includes (1) access of information; (2) collaboration with support and advocacy services; (3) staff attitude and signposting; (4) bespoke responding; and (5) public accountability. The improvement pathway includes (6) a reliable coding taxonomy; (7) standardised training and guidelines; (8) a centralised informatics system; (9) appropriate data sampling; (10) mixed-methods spotlight analysis; (11) board priorities and leadership; and (12) just culture.DiscussionIf healthcare settings are better supported to report, analyse and use complaints data in a standardised manner, complaints could impact on care quality in important ways. This review has established a range of evidence-based, short-term recommendations to achieve this.

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Section: Resultsmentioning

confidence: 99%

Section: Resultsmentioning

confidence: 99%

Learning from complaints in healthcare: a realist review of academic literature, policy evidence and front-line insights

et al. 2020

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“…Continual attention, optimization and improvement in the above aspects will help increase the quality of medical care, thus further improve patients’ medical experience and enhance satisfaction. We suggest that new hospitals should pay more attention to the services and quality of medical resources and logistical support in the early stage of opening, change their concepts, follow the best practices of patient-centered, improve various medical complaint channels, establish and adopt multiple ways to properly accept and handle medical complaints, [33] build a monitoring and early warning mechanism, enhance the timeliness and feedback efficiency of responding to medical complaints, [34] and strengthen communication, exchanges, and dialogue to maintain and improve patients’ medical experience and sense of gain.…”

Section: Discussionmentioning

confidence: 99%

Analysis on 1481 case of medical complaints in a Tertiary Hospital in Fujian Province: A 5-year retrospective study

Jiang

Huang

2023

Medicine

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This study aims to review the 1481 cases of medical complaints from Fujian Provincial Jinshan Hospital in the past 5 years for providing a reference for new hospitals to deal with medical complaints, optimize medical procedures, improve medical quality, and enhance patient experience. The medical complaint information received by the hospital’s medical department and service center accepted and transferred by the health administrative department in the past 5 years was systematically reviewed and statistically analyzed by using hierarchical clustering method. The transfer of the health administration department (61.5%) and the acceptance of the service center (28.9%) were the main sources of medical complaints in hospital. The incidence of medical complaints per 10,000 patients in the hospital was between 3 and 6. The maximum number of complaints was 2017 (5.28 cases/10,000 population), and the least was in 2019 (3.2 cases/10,000 population). The median of complaints was 25, and May to Sep was the period of high incidence of medical complaints each year. In 5 years, the month with the largest number of complaints was May 2020 (41 cases), followed by August 2017(40 cases), and the month with the least number was November 2020 (11 cases). In the past 5 years, the hospital’s medical complaints were mainly in 4 aspects: medical process (n = 329, 22.2%), medical environment (n = 282, 19%), humanistic care (n = 277, 18.7%), and medical management (n = 209, 14.1%). The most frequent complaints were in clinical departments, among which the emergency, outpatient, and pediatric departments accounted for more than 50%. The top 3 complaints were doctors (n = 778, 53%), logistics (n = 284, 19%), and nurses (n = 239, 16%). The main way to resolve complaints was letter and telephone feedback (n = 1372, 92.6%). Our research recommends that new hospitals change their concepts, pay more attention to the services and quality of medical resources and logistical support, follow the best practices of patient-centered, perfect various medical complaint channels, and establish multiple methods. They should also properly accept and dispose medical complaints, improve the timeliness and feedback efficiency of responding to medical complaints, strengthen communication, exchange, and dialogue, and improve patients’ medical experience and sense of gain.

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“… 10 For example, it has been reported that “medication errors” are sometimes categorized as complaints caused by “things” or as “inappropriate communication” caused by “people”. In previous taxonomies, 11 – 13 it is unclear whether the cause of the complaint is “people” or “things,” making it difficult to identify appropriate improvements. To avoid confusion in the implementation of the taxonomy, it is necessary to analyze patient and family complaints related to “people” and complaints related to “things” separately.…”

Section: Introductionmentioning

confidence: 99%

Systematizing Complaints About Healthcare and Services at University Hospitals: Content Analysis of Patient/Family Letters

Takao,

Ueki,

Kabayama

2024

Journal of Patient Experience

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Patient/family complaints are a valuable source of information for providing patient-oriented healthcare. This study aimed to identify and systematize patient/family complaints about healthcare services, focusing on complaints caused by “things.” A qualitative descriptive study was designed. Open data of patient and family voices published on the website of university hospital were collected from 27 hospitals for the period June 2020 to August 2020. From the collected data, we excluded praise and compliments, and complaints regarding “people.” The results revealed 1,476 complaints, with 1,755 codes. Patient/family complaints were categorized into five domains (access to hospital or line of flow in the hospital, outpatient, inpatient, facilities/equipment, publicity/documents), 46 categories, and 150 sub-categories. A total of 545 codes were excluded to avoid duplication: [1] 253 related to hardware, [2] 222 related to operations, and [3] 70 related to maintenance. This study may provide useful data to inform future studies using patient/family complaints to improve healthcare services for hospitals aiming to provide patient-centered care.

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For What Reasons Do Patients File a Complaint? A Retrospective Study on Patient Rights Units’ Registries

Cited by 7 publications

References 16 publications

Learning from complaints in healthcare: a realist review of academic literature, policy evidence and front-line insights

Learning from complaints in healthcare: a realist review of academic literature, policy evidence and front-line insights

Analysis on 1481 case of medical complaints in a Tertiary Hospital in Fujian Province: A 5-year retrospective study

Systematizing Complaints About Healthcare and Services at University Hospitals: Content Analysis of Patient/Family Letters

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