Systematic review of medical literature for medicolegal claims and complaints involving neonates

Abstract

ImportanceComplaints and malpractice claims by families on the care of their babies are pertinent issue. Beyond just the financial implications, it involves harm to babies and distress to parents.ObjectiveThe aim was to review published reports of complaints by families on the care of their babies in the neonatal units in order to understand the nature of these complaints and the areas of care that they relate to.MethodsWe considered articles in English, which report on complaints made by families to organisations providing neonatal care. We performed our structured search on AMED, CINAHL, EMBASE, EMCARE, SCOPUS and MEDLINE from January 2000 to December 2020. A total of 378 articles were appraised using eligibility criteria.ResultsA total of 12 articles were included. The most common category of complaint was delayed/incorrect diagnosis. Communication issues were highlighted as a significant category of complaints. The majority of such claims were between the physicians and families. Factors implicated for clinician’s errors that resulted in complaints were lack of clinical and communication training, inadequate supervision of junior clinicians, work culture and hierarchy, not listening to families’ concerns and system failure.ConclusionsThe most frequent categories of complaint reported in our systematic review were delayed/incorrect diagnosis and delayed/incorrect treatment. Organisations should be encouraged to share complaints data as it can facilitate shared learning. An understanding of human factor principles and its role in patient safety is also emphasised in this report in order to optimise patient outcomes and improve experience for families requiring neonatal care.

Complaint management system and patient satisfaction in grassroots hospitals

“…It involves assigning dedicated personnel to receive complaints, processing complaints, clarifying procedures and regulations, investigating and verifying complaint content, providing timely responses to complainants, regularly collecting and analyzing complaint information, strengthening and improving feedback or suggestions, and preventing similar complaints from recurring. [7]…”

“…It involves assigning dedicated personnel to receive complaints, processing complaints, clarifying procedures and regulations, investigating and verifying complaint content, providing timely responses to complainants, regularly collecting and analyzing complaint information, strengthening and improving feedback or suggestions, and preventing similar complaints from recurring. [7] The relevant regulations of the complaint management system in primary healthcare institutions mainly aim to implement the patient-centered concept, listen to and address the opinions and complaints of patients and their families in a timely manner. The regulations related to complaints primarily embody the principles of "patient-centered" and "the complainant is responsible first," strengthen hospital complaint management, standardize complaint processing procedures, maintain normal medical order, protect the legitimate rights and interests of both parties, and establish harmonious doctor-patient relationships.…”