One-year audit of complaints made against a University Hospital Surgical Department.
Summary of "One-year audit of complaints made against a University Hospital Surgical Department."
There is relatively little in the medical literature relating to complaints about the healthcare process. The aim of this study was to report the frequency and content of patient complaints against a University Hospital Surgical Department. In particular, the study aimed to relate the number of complaints to the number of health-care episodes and to determine the frequency of patient safety incidents and subsequent medico-legal action.
Retrospective interrogation of a prospectively maintained Complaints Department database at a University Hospital for the calendar year 2009.
Complaints relating to 360 aspects of the health-care journey in 113 patients were made. This translated into one complaint per 400 health-care episodes. Concerns about clinical care were cited in 31%, delays in the health-care process in 30%, communication issues in 19%, the institutional environment in 8% and poor discharge planning in 6%. Overall, 16 complaints (4%) were raised as patient safety incidents. Eighty-three per cent of complaints were addressed by a telephone conversation or a single letter response, 13% by a face-to-face meeting. Two per cent resulted in subsequent medico-legal action.
Although perceived in a negative way by health-care professionals, only 1 in 400 health-care episodes resulted in a complaint. Only a small number related to patient safety incidents or resulted in medico-legal instructions. Attention should focus on developing effective strategies to improve patient satisfaction with all aspects of the patient journey.
Department of Surgery, Leicester Royal Infirmary, Leicester, UK.
This article was published in the following journal.
Name: ANZ journal of surgery
- PubMed Source: http://www.ncbi.nlm.nih.gov/pubmed/22946902
- DOI: http://dx.doi.org/10.1111/j.1445-2197.2012.06240.x
Medical and Biotech [MESH] Definitions
Commission On Professional And Hospital Activities
The non-profit, non-governmental organization which collects, processes, and distributes data on hospital use. Two programs of the Commission are the Professional Activity Study and the Medical Audit Program.
Hospital-physician Joint Ventures
A formal financial agreement made between one or more physicians and a hospital to provide ambulatory alternative services to those patients who do not require hospitalization.
Central Supply, Hospital
Hospital department responsible for receiving, storing, and distributing medical and surgical supplies and equipment.
Surgery Department, Hospital
Hospital department which administers all departmental functions and the provision of surgical diagnostic and therapeutic services.
Emergency Service, Hospital
Hospital department responsible for the administration and provision of immediate medical or surgical care to the emergency patient.
INTRODUCTION: Public and political pressures are increasing on doctors and in particular surgeons to demonstrate competence assurance. While surgical audit is an integral part of surgical practice, it...
PurposeTo determine current knowledge and opinion on revalidation, and methods of cataract surgery audit in Scotland and to outline the current and future possibilities for electronic cataract surgery...
Clinical audit is part of the NHS clinical governance framework for dentistry and is recommended as a quality improvement process for patient care, yet there is very mixed evidence supporting audit's...
An audit identifying all surgical bone donors over a 10 year period was conducted. Postcodes were used to link data from the index of multiple deprivation (IMD) 2007 to give each donor a deprivation...
Background: Many different anesthetic techniques have been suggested for the management of tracheo-oesophageal fistula/oesophageal atresia (TOF/OA) although the incidence of ventilation difficulty...
Test whether the intensive intervention improves renal and cardiovascular outcomes in patients with chronic renal insufficiency. Test whether a multi-method intensive intervention inc...
The purpose of this study is to audit the effects of changing all hemodialysis patients from intravenous to subcutaneous administration of ESA's, to ensure that a cost-saving is achieved a...
Previous studies addressing preoperative somatostatin analogs (SSA) treatment and subsequent surgical cure rates are conflicting, reporting a benefit, or no difference between groups. And...
Incision size in cataract surgery is related to induced surgical astigmatism, chamber stability, and surgical efficiency. Sleeves of different diameters change the size of the surgical in...
Patients presenting in the Emergency Department or admitted to the hospital with displaced hip fractures who require hemiarthroplasty or open reduction internal fixation or with spinal ins...