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Journal articles on the topic 'Patient complaints'
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Pitarka-Carcani, Iris, George Szmukler, and Claire Henderson. "Complaints about care in a mental health trust." Psychiatric Bulletin 24, no. 10 (October 2000): 372–76. http://dx.doi.org/10.1192/pb.24.10.372.
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Aims and MethodA retrospective review of a random sample of written complaints made by, or on behalf of, users of psychiatric services to determine: (a) the number and nature of written complaints against clinical aspects of services in a mental health trust over a 1-year period; and (b) what information complaints provide about deficiencies in the quality of care.ResultsOut of 325 recorded complaints in 1997, 192 concerned clinical aspects of services; 89% of complainants complained once. There was a roughly equal split between complaints about technical v. interpersonal aspects of care. Complaints were far higher from in-patient than from out-patient settings. Evidence that the complaints related to psychotic symptoms was rare. All complaints were resolved locally, but 28 responses by the team were judged unsatisfactory. In 39 cases further action was taken as a result of the complaint, but no disciplinary action was taken against medical staff.Clinical ImplicationsPoor communication is likely to be at the root of many complaints. Room for improvement was found with respect to responses to complaints.
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Kenda, Anka Mohorič. "Classification of Patient Complaints and Developing Patient Complaints Indicators." Lex localis - Journal of Local Self-Government 17, no. 3 (July 25, 2019): 735–48. http://dx.doi.org/10.4335/17.3.735-748(2019).
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Based on actual patient complaints, we have assessed the suitability of measurable elementary criteria for the selected patient complaint indicator aggregate. These indicators enable, as evidenced by the study, the monitoring and reporting of recorded patient rights violations. The data acquired from processed patient rights violations were obtained through a quantitative study via an electronic complaint form, which constitutes an integral part of the prototype interactive software solution. This solution was used for submitting and monitoring of patients’ complaints on violation of their rights. Based on the data acquired from anonymised cases (71 complaints) and study findings, it was established that the recorded requests for the processing of patient rights violations occur as a result of: (1) inadequate attitude of healthcare professionals (n = 38.03%), (2) inadequate actions by healthcare professionals (n = 57.75%), and (3) later consequences of violations (n = 4.22%). The proposed set of patient complaint indicators can lead to a significant contribution to national patient rights protection policies, to improvement of healthcare quality indicators, and to implementation of measures for better healthcare quality.
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Croser, David. "When a patient complains." Dental Nursing 15, no. 7 (July 2, 2019): 324–27. http://dx.doi.org/10.12968/denn.2019.15.7.324.
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In the second of the two-part CPD paper, David Croser offers readers a checklist to help keep the management of complaints in-house Aim Part 1 was published in the previous issue of Dental Nursing. It discussed why people might complain about their dental treatment and how the dental team should respond. When read together, these two articles will: Update an understanding of a CPD topic recommended by the General Dental Council Objectives To describe communication skills that support best practice complaints management To understand the risk management strategies behind the steps involved in handling a complaint To understand the benefits of an informal in-house practice complaints procedure so patients can raise issues at an early opportunity.
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Croser, David. "When a patient complains." Dental Nursing 15, no. 6 (June 2, 2019): 282–83. http://dx.doi.org/10.12968/denn.2019.15.6.282.
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In the first of a two-part CPD paper, David Croser considers why patients complain and how the dental team should respond Aim Part 2 will be published in the next issue of Dental Nursing. It provides a checklist to help deal with patient complaints in-house. When read together, these two articles will: Update an understanding of a CPD topic recommended by the General Dental Council Objectives To describe communication skills that support best practice complaints management To understand the risk management strategies behind the steps involved in handling a complaint To understand the benefits of an informal in-house practice complaints procedure so patients can raise issues at an early opportunity This article relates to GDC development outcomes A and D
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Karaagac, Canan. "Evaluation of Complaints Notified to Private Hospitals in Ankara Province." New Trends and Issues Proceedings on Advances in Pure and Applied Sciences, no. 8 (December 22, 2017): 60–67. http://dx.doi.org/10.18844/gjapas.v0i8.2817.
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Depending on increasing interest in patient rights and innovations in medicine, the expectations of patients and value judgements change. This study aimed to examine the development process of private health services in Turkey and evaluate the problems and complaints about the services provided in these hospitals. In this context, the formal complaints to private hospitals in Ankara and applications made on the Internet were examined. The complaint data taken from the Ankara Provincial Health Directorate in 2013–2015 were analysed and 15 complaints were qualitatively examined. Evaluations were made by categorising the private hospitals and clinics and subcategories of data belonging to ‘sikayetvar.com.tr’, the biggest Internet complaint platform of Turkey. It was determined that the most problem was about wages, followed by patient rights, emergency services and medical errors. Most of the complaints in private hospitals were of doctors, and 57% of the complainants were women. Keywords: Hospitals, medical errors, patient rights, Turkey.
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Elias, Richard M., Karen M. Fischer, Mustaqeem A. Siddiqui, Trevor Coons, Cindy A. Meyerhofer, Holly J. Pretzman, Hope E. Greig, Sheila K. Stevens, and M. Caroline Burton. "A Taxonomic Review of Patient Complaints in Adult Hospital Medicine." Journal of Patient Experience 8 (January 1, 2021): 237437352110073. http://dx.doi.org/10.1177/23743735211007351.
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Previous studies show that patient complaints can identify gaps in quality of care, but it is difficult to identify trends without categorization. We conducted a review of complaints relating to admissions on hospital internal medicine (HIM) services over a 26-month period. Data were collected on person characteristics and key features of the complaint. The complaints were also categorized into a previously published taxonomy. Seventy-six unsolicited complaints were identified, (3.5 per 1000 hospital admissions). Complaints were more likely on resident services. The mean duration between encounter and complaint was 18 days, and it took an average of 12 days to resolve the complaint. Most patients (59%) had a complaint in the Relationship domain. Thirty-nine percent of complaints mentioned a specific clinician. When a clinician was mentioned, complaints regarding communication and humaneness predominated (68%). The results indicate that the efforts to reduce patient complaints in HIM should focus on the Relationships domain.
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Marvin, Stevie, and Susan Thibeault. "Pharyngeal Versus Esophageal Stasis: Accuracy of Symptom Localization." American Journal of Speech-Language Pathology 29, no. 2 (May 8, 2020): 664–72. http://dx.doi.org/10.1044/2019_ajslp-19-00161.
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Purpose The purpose of this article was to determine whether patients who complain of bolus stasis are accurate at localizing bolus stasis as measured by a videofluoroscopic swallowing study with an esophagram. Method This study used a prospective analysis of outcomes data from the University of Wisconsin–Madison Voice and Swallow Outcomes database in patients with complaints of bolus stasis who completed the combined videofluoroscopic swallowing study and esophagram to determine the accuracy of bolus stasis localization. Results Dysphagia evaluation was completed in 301 patients with complaints of bolus stasis. Patients with complaints of bolus stasis in the throat (i.e., pharynx and cervical esophagus) were less accurate at localizing bolus stasis than patients with complaints in the thoracic esophagus ( p < .001). Esophageal stasis was the most common finding regardless of complaint location. Conclusion Patients are poor at localizing bolus stasis, and esophageal stasis is common in patients who complain of pharyngeal stasis. This work supports a comprehensive evaluation of both the pharynx and the esophagus for patients with complaints of bolus stasis in the throat. Future research should focus on identifying symptom profiles that could lead to targeted swallowing evaluations based on patient history and complaint.
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D'cruz, Dean, Matthew Clark, Alice Cade, Tanja Glucina, Katie Pritchard, and Marina Fox. "Analysis of the chief complaints of older patients seeking chiropractic care at a teaching clinic and potential implications for clinical education." Journal of Chiropractic Education 32, no. 2 (August 1, 2018): 141–44. http://dx.doi.org/10.7899/jce-17-25.
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Objective: To describe the chief complaints of people older than 65 years who seek chiropractic care at a chiropractic teaching clinic and assess the case mix available at the clinic. Methods: One hundred patient files were included in this study. Patient files were included if the patient was older than 65 years when he or she initiated care at the teaching clinic. Data on age, sex, and chief complaints were recorded. Results: Of the patients included in this study, 55% were female. The mean age of patients was 69.5 years, with an age range of 65–88 years. The most common chief complaint was low back pain, with 45% of patients reporting this as their chief complaint. The second most prevalent complaint was neck pain, followed by patients seeking care with no presenting complaints (14%) and patients with extremity complaints (8%). Groin pain, hip pain, balance problems, headaches, and visceral complaints were also reported. Conclusion: The most common reasons that older patients presented for chiropractic care were for back and neck pain. The case mix was considered similar to practices in the country.
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van Dael, Jackie, Tom W. Reader, Alex Gillespie, Ana Luisa Neves, Ara Darzi, and Erik K. Mayer. "Learning from complaints in healthcare: a realist review of academic literature, policy evidence and front-line insights." BMJ Quality & Safety 29, no. 8 (February 4, 2020): 684–95. http://dx.doi.org/10.1136/bmjqs-2019-009704.
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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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Hiivala, Nora, Helena Mussalo-Rauhamaa, and Heikki Murtomaa. "Can patients detect hazardous dental practice? A patient complaint study." International Journal of Health Care Quality Assurance 28, no. 3 (April 20, 2015): 274–87. http://dx.doi.org/10.1108/ijhcqa-05-2014-0052.
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Purpose – The purpose of this paper is to: determine the prevalence and distribution of patient/family-generated, dentistry-related complaints to Regional State Administrative Agencies (AVIs) and the National Supervisory Authority for Welfare and Health (Valvira) in Finland from 2000 to 2011, study patient/family safety incident experiences and other reasons for complaints, assess complaint validity and evaluate factors associated with disciplinary processes against dentists. Design/methodology/approach – Data included closed cases handled by AVIs and Valvira (2000-2011) against dental practitioners or dental practice units (n=782). The authors analysed the complaints distribution and examined the antecedent factors and circumstances. Findings – This study demonstrated that patients/families can detect many dental treatment hazards, substandard processes and even serious safety risks rather well. The investigation processes revealed some physical harm or potential patient safety (PS) risks in more than half the alleged cases. Many complaints accumulated against certain individuals and statistically significant positive correlations were found between some patient/family complaints, dentist-specific variables and disciplinary actions. Practical implications – Patient/family-generated complaints must be taken seriously and seen as relatively good safety risk indicators. However, more knowledge on how patients might cooperate with dental care providers to prevent errors is needed. Originality/value – This work provides a unique opportunity to learn from several dentistry-related patient complaints. Despite some limitations, patient complaints appear to be useful as a complementary source together with other PS study methods.
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RÅBERUS, Anna, Inger K. HOLMSTRÖM, Kathleen GALVIN, and Annelie J. SUNDLER. "The nature of patient complaints: a resource for healthcare improvements." International Journal for Quality in Health Care 31, no. 7 (October 20, 2018): 556–62. http://dx.doi.org/10.1093/intqhc/mzy215.
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Abstract Objective The aim of this study was to explore the nature, potential usefulness and meaning of complaints lodged by patients and their relatives. Design A retrospective, descriptive design was used. Setting The study was based on a sample of formal patient complaints made through a patient complaint reporting system for publicly funded healthcare services in Sweden. Participants A systematic random sample of 170 patient complaints was yielded from a total of 5689 patient complaints made in a Swedish county in 2015. Main outcome measure Themes emerging from patient complaints analysed using a qualitative thematic method. Results The patient complaints reported patients’ or their relatives’ experiences of disadvantages and problems faced when seeking healthcare services. The meanings of the complaints reflected six themes regarding access to healthcare services, continuity and follow-up, incidents and patient harm, communication, attitudes and approaches, and healthcare options pursued against the patient’s wishes. Conclusions The patient complaints analysed in this study clearly indicate a number of specific areas that commonly give rise to dissatisfaction; however, the key findings point to the significance of patients’ exposure and vulnerability. The findings suggest that communication needs to be improved overall and that patient vulnerability could be successfully reduced with a strong interpersonal focus. Prerequisites for meeting patients’ needs include accounting for patients’ preferences and views both at the individual and organizational levels.
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Clare, Bolton, and Goldsmith Paul. "THUR 265 Complaints from patients with functional disorders." Journal of Neurology, Neurosurgery & Psychiatry 89, no. 10 (September 13, 2018): A39.1—A39. http://dx.doi.org/10.1136/jnnp-2018-abn.134.
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ObjectiveTo evaluate the nature of complaints from patients with functional neurological disorders and understand the reaction of UK neurology consultants to receiving complaints from this patient group.MethodsA voluntary anonymised online retrospective survey was advertised to UK consultant neurologists. Questions asked about the nature of the complaint, how it was dealt with, how it affected their emotional wellbeing, attitude to work, and whether it influenced their clinical practice. The frequency of total responses was analysed. Respondents were given opportunities to add comments.ResultsResponses from 58 clinicians were included. The majority of complaints stemmed from patients not agreeing with their diagnosis. Respondents felt that complaints from patients with functional disorders tended to be more involved and personal than other complaints. Lack of awareness about functional conditions among non-specialists was also a common theme. For many respondents, the complaint adversely affected their emotional wellbeing. Following the complaint, defensive practice was more common, and working patterns were altered.ConclusionsComplaints from patients with functional neurological disorders appear more difficult to resolve than other complaints, and clinicians who deal with them often become the ‘second victim’ in the process leading to potentially adverse effects on patient care. Strategies to tackle these issues are discussed.
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Liu, Jing, Shengchao Hou, Richard Evans, Chenxi Xia, Weidong Xia, and Jingdong Ma. "What Do Patients Complain About Online: A Systematic Review and Taxonomy Framework Based on Patient Centeredness." Journal of Medical Internet Research 21, no. 8 (August 7, 2019): e14634. http://dx.doi.org/10.2196/14634.
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Background Complaints made online by patients about their health care experiences are becoming prevalent because of widespread worldwide internet connectivity. An a priori framework, based on patient centeredness, may be useful in identifying the types of issues patients complain about online across multiple settings. It may also assist in examining whether the determinants of patient-centered care (PCC) mirror the determinants of patient experiences. Objective The objective of our study was to develop a taxonomy framework for patient complaints online based on patient centeredness and to examine whether the determinants of PCC mirror the determinants of patient experiences. Methods First, the best fit framework synthesis technique was applied to develop the proposed a priori framework. Second, electronic databases, including Web of Science, Scopus, and PubMed, were searched for articles published between 2000 and June 2018. Studies were only included if they collected primary quantitative data on patients’ online complaints. Third, a deductive and inductive thematic analysis approach was adopted to code the themes of recognized complaints into the framework. Results In total, 17 studies from 5 countries were included in this study. Patient complaint online taxonomies and theme terms varied. According to our framework, patients expressed most dissatisfaction with patient-centered processes (101,586/204,363, 49.71%), followed by prerequisites (appropriate skills and knowledge of physicians; 50,563, 24.74%) and the care environment (48,563/204,363, 23.76%). The least dissatisfied theme was expected outcomes (3651/204,363, 1.79%). People expressed little dissatisfaction with expanded PCC dimensions, such as involvement of family and friends (591/204,363, 0.29%). Variation in the concerns across different countries’ patients were also observed. Conclusions Online complaints made by patients are of major value to health care providers, regulatory bodies, and patients themselves. Our PCC framework can be applied to analyze them under a wide range of conditions, treatments, and countries. This review has shown significant heterogeneity of patients’ online complaints across different countries.
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EASTERN, JOSEPH S. "Resolving Patient Complaints." Skin & Allergy News 40, no. 7 (July 2009): 41. http://dx.doi.org/10.1016/s0037-6337(09)70344-4.
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&NA;. "Resolving Patient Complaints." Journal of Nursing Care Quality 10, no. 1 (October 1995): 86–87. http://dx.doi.org/10.1097/00001786-199510010-00013.
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Gingerich, Barbara Stover. "Resolving Patient Complaints." Home Health Care Management & Practice 17, no. 4 (June 2005): 348–50. http://dx.doi.org/10.1177/1084822304272938.
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Ryynänen, Sanna Pauliina, and Risto Harisalo. "A strategic and good governance perspective on handling patient complaints." International Journal of Health Care Quality Assurance 31, no. 8 (October 8, 2018): 923–34. http://dx.doi.org/10.1108/ijhcqa-11-2016-0168.
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Purpose The patient complaint is one of the main procedures of exercising patient’s rights in the Finnish health care system. Such complaints typically concern the quality of care and/or patient safety. The purpose of this paper is to examine the types of patient complaints received by a specialized medical care organization and the kinds of responses given by the organization’s personnel. The organization’s strategy and good governance principles provide the framework for understanding the organization’s action. Design/methodology/approach This study’s data comprise patient complaints and the responses from personnel of a specialized medical care organization from the start of 2012 to the end of January 2014. The data were analyzed through qualitative data analysis. Findings The results show many unwanted grievances, but also reveal the procedures employed to improve health care processes. The results are related to patients’ care experiences, provision of information, personnel’s professional skills and the approach to patient complaints handling. The integrative result of the analysis was to find consensus between the patients’ expectations and personnel’s evaluation of patients’ needs. Originality/value Few prior studies have examined patient complaints related to both strategy and good governance. Patient complaints were found to have several confluences with an organization’s strategic goals, objectives and good governance principles. The study recommends further research on personnel procedures for patient complaints handling, with a view to influencing strategic planning and implementation of strategies of organizations.
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NK, Shahdevi, Kandhisa, H. Machlusil, and Neila R. "ENMG PROFILE OF PATIENTS WITH HAND PAIN COMPLAINTS." International Journal of Research -GRANTHAALAYAH 8, no. 1 (June 5, 2020): 243–49. http://dx.doi.org/10.29121/granthaalayah.v8.i1.2020.277.
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Introduction: Hand pain is a complaint that often found in daily practice. Electroneuromyography (ENMG) examination has pivotal role neuromuscular disorders in hand pain. This study aims to determine ENMG profile of patients with hand pain complaints also its characteristics. Methods: This research is a descriptive observational study. Data were obtained by interviewing technique conducted in neurology polyclinic General Hospital of Dr. Saiful Anwar Malang (RSSA), comprises patient characteristic and their ENMG summaries. There were a total of 58 patients with hand complaint that fulfilled inclusion criteria. ENMG was conducted to all research subjects.
Results: For 10 months (April 2017 – December 2017) there were 58 patients complained of hand pain, comprised 50 new patients (86%) and 8 old patients (13%). A total of 41 subjects (71%) were women and 17 subjects (29%) were men with complaints of unilateral hand 44 (76%) and bilateral 14 (24%) subjects. The major age group was 45-55 years (70%). The average occupation that experienced by patients was housewife (63%). Patients came with paresthesia as their most complaints (60%) with positive Tinnel sign found in 62% of patients and hypertension 34% and DM 24% as comorbids. ENMG was conducted to all patients with carpal tunnel syndrome (CTS) 44 patients (75%), polyneuropathy 6 patients (10%), de Quervain 6 patients (10%) as results.
Conclusion: The most ENMG results of patients with hand pain complaints is carpal tunnel syndrome.
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Semyonov-Tal, Keren. "Complaints and Satisfaction of Patients in Psychiatric Hospitals: The Case of Israel." Journal of Patient Experience 8 (January 1, 2021): 237437352199722. http://dx.doi.org/10.1177/2374373521997221.
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The main objective of the research is to advance knowledge in the field of patient experience. First, the research provides a classification of verbal responses by patients to an open-ended question (using content analysis) into distinct categories of concerns and complaints; and second, it examines (using regression analysis) the extent to which different types of complaints exert a differential impact on the level of patient satisfaction. The content analysis reveals that patient voice extends across a wide variety of issues, including complaints regarding physical conditions of the facility, quality of food, cleanliness, caregiver attitudes, availability of medical staff, lack of communication with staff, malpractice, and lack of privacy and respect. Linear regression analysis reveals that patients who complained about the hospitalization experience, especially complaints about interpersonal relations, are less likely to express satisfaction regarding hospitalization. The findings underscore the importance of patient’s complaints for understanding patient satisfaction (or dissatisfaction) with hospitalization. Patients’ complaints, especially in the area of interpersonal relations, are found to be consequential for the patient level of satisfaction.
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Bolton, Clare, and Paul Goldsmith. "Complaints from patients with functional neurological disorders: a cross-sectional UK survey of why patients complain and the effect on the clinicians who look after them." BMJ Open 8, no. 11 (November 2018): e021573. http://dx.doi.org/10.1136/bmjopen-2018-021573.
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ObjectiveTo evaluate the nature of complaints from patients with functional neurological disorders and understand the reaction of UK neurology consultants to receiving complaints from this patient group.MethodsA voluntary online retrospective survey was advertised to UK consultant neurologists. Questions asked about the nature of the complaint, how it was dealt with, how it affected their emotional well-being and attitude to work, and whether it influenced their clinical practice. Responses were anonymised. The frequency of responses and percentage of total responses were analysed. Respondents were also given opportunities to add personal comments.ResultsResponses from 58 clinicians were received. Patient disagreement with the diagnosis was a factor in 90% of complaints received. Only 77% of complaints were resolved within 6 months and 61% of clinicians received no feedback about the outcome. 31% of clinicians reported their most problematic complaint had an adverse effect on their mood. 67% of respondents changed their practice following the complaint with 59% investigating more frequently or due to perceived pressure from patients.ConclusionsComplaints from patients with functional neurological disorders appear to be primarily due to disagreement with the diagnosis. They are more difficult to resolve than other complaints, and clinicians who deal with them often become the ‘second victim’ in the process leading to potentially adverse effects on patient care. Strategies to tackle these issues are discussed.
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Bayer, Stephanie, Paul Kuzmickas, Adrienne Boissy, Susannah L. Rose, and Mary Beth Mercer. "Categorizing and Rating Patient Complaints: An Innovative Approach to Improve Patient Experience." Journal of Patient Experience 8 (January 1, 2021): 237437352199862. http://dx.doi.org/10.1177/2374373521998624.
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The Ombudsman Office at a large academic medical center created a standardized approach to manage and measure unsolicited patient complaints, including methods to identify longitudinal improvements, accounting for volume variances, as well as incident severity to prioritize response needs. Data on patient complaints and grievances are collected and categorized by type of issue, unit location, severity, and individual employee involved. In addition to granular data, results are collated into meaningful monthly leadership reports to identify opportunities for improvement. An overall benchmark for improvement is also applied based on the number of complaints and grievances received for every 1000 patient encounters. Results are utilized in conjunction with satisfaction survey results to drive patient experience strategies. By applying benchmarks to patient grievances, targets can be created based on historical performance. The utilization of grievance and complaint benchmarking helps prioritize resources to improve patient experiences.
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Verhaak, P. F. M., and M. A. R. Tijhuis. "The Somatizing Patient in General Practice." International Journal of Psychiatry in Medicine 24, no. 2 (June 1994): 157–77. http://dx.doi.org/10.2190/45h7-h8xf-t636-ub0x.
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Objective: The exploratory study described in this article followed two groups of patients over a twelve-month period. Subjects were drawn from a pool of patients who had consulted their general practitioner during the three-month selection period. One group consisted of patients who had consulted their general practitioner at least once about a physical complaint that the GP regarded as predominantly psychosocial; these patients did not articulate complaints of an explicitly mental or social nature. The second group was characterized by the fact that its members voiced precisely such mental or social complaints. Method: The study investigated the extent to which the two groups (which were comparable in the severity of their complaints) differ with respect to patient characteristics such as the severity of their possible psychological problems, the frequency with which they visited their GPs, and the types of complaints—e.g. mental, psychosomatic and purely physical—they presented. Results: It was found that patients in the first group, whose somatic complaints were seen to have a psychosocial basis, are not the dependent types generally mentioned in theories about somatization. In fact, they adopt a more independent attitude to the GP than do patients voicing mental complaints. There are indications that for “somatizing” patients, underlying mental problems are less important than for “psychologizing” patients. Conclusions: Both the somatizing patients and the psychologizing patients continued very frequent visits to their GP during the 12-month research period, although chiefly to address physical complaints that the GP also assessed as such.
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Mustafa, Alaa, Heran Hassan, and Fighan Huseen. "The motives for seeking dental health services in a sample of children attending a College of Dentistry." Erbil Dental Journal 3, no. 2 (December 6, 2020): 93–97. http://dx.doi.org/10.15218/edj.2020.13.
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Background and Objectives: The chief complaints of the patients are essential components, being useful for several reasons, including monitoring of oral health services and measuring the effectiveness of the oral health awareness programs. The objective of the study was to explore the common chief complaints of patients seeking treatment and distribution of cases according to the demographic data among patients attending a dental college in Erbil, Iraq. Patients and methods: The age, gender, and the chief complaints or the main reason for the visit were recorded for each consecutive patient of a total of 1233 patients who visited the oral hygiene clinics in the College of Dentistry at Hawler Medical University (Erbil city, Iraq), from October 2016 to June 2017 were recruited. Patients at the age of 3 - 14 years old. The chi-square test was used to find any statistical association between the variables. P value of less than 0.01 was considered statistically significant. Results: The pain was found to be the most common chief complaint reported by 51.1% of the patients. Followed by oral hygiene reported by 26%, among which 658 (53.4%) were males and 575 (46.6%) were females. When the age groups were considered separately, “toothache” or pain was the most common chief complaints reported by all ages except for the <5 years’ group patients for whom that oral hygiene was the most common chief complaint. In the age group of 10-14 years, in addition to pain and oral hygiene, significantly more subjects complained of or-thodonitc treatment need. Conclusion: Chief complaints denote the demand for dental care and thus, helps in proper plan-ning of the public dental health care system. So the reason for dental visit varies across differ-ent age groups and to some extent, gender differences was a considering issue. Keywords: Distribution, Paedodontics, Diagnosis, Dental chief complaints.
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Ryynänen, Sanna. "Patient Complaints: Patients’ and Physicians’ Interaction in Handling Complex Requests of Care." Journal of Patient Experience 7, no. 4 (August 4, 2019): 464–67. http://dx.doi.org/10.1177/2374373519865132.
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Objective: The study report focuses on the interaction of patients’ complaint cases and their related physicians’ responses in handling patients’ complex requests based on the dynamics of power and ideology. Method: Data consist of 3 selected patients’ complaints and 7 physicians’ responses in a specialized medical care organization in December 2016. Data of the qualitative case study were used in narrative analysis. Results: The study revealed storylines of narratives ending in physicians’ collective ideology of encounters with dissatisfied patients. Conclusion: The interaction between patients’ complaints and physicians’ responses showed emergent patterns of conflicts, which were both constraining and enabling.
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Oxler, Karen F. "Achieving Patient Satisfaction: Resolving Patient Complaints." Holistic Nursing Practice 11, no. 4 (July 1997): 27–34. http://dx.doi.org/10.1097/00004650-199707000-00004.
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Mailis-Gagnon, Angela, Keith Nicholson, and Luis Chaparro. "Analysis of Complaints to a Tertiary Care Pain Clinic Over a Nine-Year Period." Pain Research and Management 15, no. 1 (2010): 17–23. http://dx.doi.org/10.1155/2010/783078.
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BACKGROUND: The present study is the result of an internal audit and examines the profiles of complainants and the sources and nature of complaints toward the staff in a tertiary care pain clinic, the Comprehensive Pain Program of the Toronto Western Hospital in Toronto, Ontario.METHODS: All sources of complaints over a nine-year period were reviewed, which included the following: Toronto Western Hospital Patient Relations (PR) records, with a subset of the files qualitatively analyzed in depth regarding the nature of complaints and complainants; complaints that bypassed PR and were addressed directly to the program director against members of the staff; complaints to the College of Physicians and Surgeons of Ontario; and complaints recorded anonymously at rateMDs.com.RESULTS: Although the prevalence of PR complaints was very low (1.73 complaints per 1000 visits), several other sources of complaints were identified. The typical complainant was a Canadian-born woman acting on her behalf or on behalf of a family member. More than one-half of the complaints were directed against the physicians regarding their opinion of psychological factors augmenting the patient’s presentation and/or inappropriate use of opioids. Defensive techniques instituted by the Comprehensive Pain Program staff in reaction to the complaints are discussed, and pertinent literature is reviewed.CONCLUSION: The present study is the first to examine the nature of complaints and complainants from a Canadian pain clinic. Further studies are needed to explore the complex issues of patient and staff interactions, and complaints in the era of ‘patient-centred care’.
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Brooks, Janine. "How to Respond to a Complaint Positively – Good Practice." Primary Dental Journal 4, no. 1 (May 2015): 44–47. http://dx.doi.org/10.1177/205016841500400117.
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This article gives an overview of complaints, what they are, the underlying reasons why patients make complaints and gives some guidance on how to respond well to complaints. The ethical perspective of complaints is considered, in particular, that patients have a right to make a complaint if they are unsatisfied by the care and treatment they receive from dental professionals. As professionals we have a duty to respect that right and respond appropriately. A short case example is included to demonstrate the use of reflective learning and reflective models to help maximise the learning from complaints. Complaints are valuable feedback and the essence of quality improvement for dental practices and dental professionals; they are a natural part of patient engagement.
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Zandi, Reza, Mohammadreza Moshari, Mohammadreza Minator Sajjadi, Farnoosh Davari, and Amir Ali Mafi. "Frequency of Patient Complaints Before and After Legal Medicine Consultation in Orthopedic Ward." International Journal of Medical Toxicology and Forensic Medicine 11, no. 1 (April 13, 2021): 32525.1–32525.7. http://dx.doi.org/10.32598/ijmtfm.v11i1.32525.
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Background: Patient who complain of the health community are unpleasant and may endanger the honor of the medical community. However, patients’ complaints can improve the quality of medical services, increase the accuracy of the medical staff, and reduce diagnostic and treatment costs. The aim of this study was to investigate the prevalence of patients’ complaints before and after legal medicine consultation in the orthopedic ward of Taleghani hospital in Tehran, Iran. Methods: This retrospective cross-sectional study investigated the frequency of the complaints of 460 patients before and after legal medicine consultation from spring 2011 to winter 2017. Data were analyzed by excel. Results: The results of this study showed that the frequency of complaints was lowest in spring and highest in fall. The number of complaints and frequencies also decreased over time compared with the previous year. The lowest number of complaints was in 2011 and the highest in 2013. Conclusion: In this study, performing legal medicine consultation in Taleghani hospital in Tehran, Iran reduced the number of registered complaints.
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Robins, Jason A., Najla Fasih, and Mark E. Schweitzer. "Looking Back, Moving Forward: An Analysis of Complaints Submitted to a Canadian Tertiary Care Radiology Department and Lessons Learned." Canadian Association of Radiologists Journal 65, no. 4 (November 2014): 310–14. http://dx.doi.org/10.1016/j.carj.2014.02.003.
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Purpose We present an analysis of various types and strata of complaints received in a geographically isolated tertiary care center over a 2.5-year period. Methods Research ethics board approval was obtained. The institution described is a closed system with formalized procedures for submitting complaints. All complaints submitted between November 2010 and March 2013 were collected retrospectively. The following data were extracted: type of complainant, nature of the complaint, site or modality of concern, dates in question, and the response. The data were analysed in multiple subgroups and compared with patient and study volume data. Results The frequency of complaints equalled 0.01% (100/1,050,000). The largest group of those who submitted complaints were patients (69% [69/100]), followed by referring physicians (16%). Examination scheduling and interpersonal conflicts were equally of greatest frequency of concern (21% [21/100]), followed by issues with study reporting (16%). The average time interval between complaint submission and formal address was 15 days. Conclusions We present a low frequency of complaints, with the majority of these complaints submitted by patients; scheduling and personal interactions were most often involved. Effective communication, both with patients and referring physicians, was identified as a particular focus for improving satisfaction.
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Harrison, Reema, Merrilyn Walton, Judith Healy, Jennifer Smith-Merry, and Coletta Hobbs. "Patient complaints about hospital services: applying a complaint taxonomy to analyse and respond to complaints: Table 1." International Journal for Quality in Health Care 28, no. 2 (January 29, 2016): 240–45. http://dx.doi.org/10.1093/intqhc/mzw003.
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Jones, Katherine, Benjamin Davies, Daniel J. Stubbs, Alexander Komashie, Rowan M. Burnstein, Peter Hutchinson, Thomas Santarius, and Alexis J. Joannides. "Can compliment and complaint data inform the care of individuals with chronic subdural haematoma (cSDH)?" BMJ Open Quality 10, no. 3 (September 2021): e001246. http://dx.doi.org/10.1136/bmjoq-2020-001246.
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ObjectivesTo explore the frequency and nature of complaints and compliments reported to Patient Advice and Liaison (PALS) in individuals undergoing surgery for a chronic subdural haematoma (cSDH).DesignA retrospective study of PALS user interactions.SubjectsIndividuals undergoing treatment for cSDH between 2014 and 2019.MethodsPALS referrals from patients with cSDH between 2014 and 2019 were identified. Case records were reviewed and data on the frequency, nature and factors leading up to the complaint were extracted and coded according to Healthcare Complaints Analysis Tool (HCAT).ResultsOut of 531 patients identified, 25 (5%) had a PALS interaction, of which 15 (3%) were complaints and 10 (2%) were compliments. HCAT coding showed 8/15 (53%) of complaints were relationship problems, 6/15 (33%) a management problem and 1/15 (7%) other. Of the relationship problems, 6 (75%) were classed as problems with communication and 2 (25%) as a problem with listening. Of the compliments, 9/10 (90%) related to good clinical quality and 1/10 (10%) to staff–patient relationship. Patients were more likely to register a compliment than family members, who in turn were more likely to register a complaint (p<0.005). Complaints coded as a relationship problem had 2/8 (25%) submitted by a patient and 6/8 (75%) submitted by a relative.ConclusionsUsing the HCAT, routinely collected PALS data can easily be coded to quantify and provide unique perspective on tertiary care, such as communication. It is readily suited to quality improvement and audit initiatives.
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Wallace, Emma, Sinead Cronin, Norah Murphy, Sudeh Cheraghi-Sohi, Kate MacSweeney, Mel Bates, and Tom Fahey. "Characterising patient complaints in out-of-hours general practice: a retrospective cohort study in Ireland." British Journal of General Practice 68, no. 677 (November 19, 2018): e860-e868. http://dx.doi.org/10.3399/bjgp18x699965.
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BackgroundPatient complaints can provide valuable insights into the quality and safety of clinical care. Studies examining the epidemiology of complaints in out-of-hours general practice internationally are limited.AimTo characterise patient complaints in an out-of-hours general practice setting.Design and settingRetrospective cohort study of patient complaints to an out-of-hours service provider in Dublin, Ireland, over a 5-year period (2011–2016). This comprises nurse-led telephone triage and GP consultations for patients with urgent problems.MethodA modified version of the UK Healthcare Complaints Analysis Tool (HCAT) was utilised to code complaints, which were reviewed independently in duplicate by two academic GPs.ResultsOf 445 598 telephone contacts, 303 085 resulted in face-to-face GP consultations. Of 234 patients who made 298 complaints, 185 (79%) related to GP care. The remainder related to nurse triage, other staff, and management issues. A total of 109 (46%) related to children aged ≤18 years, and 134 (58%) of complainants were female. There were 0.61 complaints per 1000 GP consultations. Most complaints (n = 126, 42%) were in relation to clinical care problems, largely diagnosis and prescribing. Common themes included unmet management expectations and clinical examination dissatisfaction. Inter-rater reliability was 90% (κ statistic 0.84, 95% confidence interval = 0.80 to 0.88). Following internal investigation, 158 (85%) of GP-related complaints were managed effectively by the out-of-hours service.ConclusionThe majority of complaints related to clinical care problems and were successfully managed locally. Expectation management may be an important way to mitigate the risk of complaints.
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Birkeland, Søren, Marie Bismark, Michael J. Barry, and Sören Möller. "Does greater patient involvement in healthcare decision-making affect malpractice complaints? A large case vignette survey." PLOS ONE 16, no. 7 (July 2, 2021): e0254052. http://dx.doi.org/10.1371/journal.pone.0254052.
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Background Although research findings consistently find poor communication about medical procedures to be a key predictor of patient complaints, compensation claims, and malpractice lawsuits (“complaints”), there is insufficient evidence to determine if greater patient involvement could actually affect the inclination to complain. Objectives We conducted an experimental case vignette survey that explores whether greater patient involvement in decision-making is likely to influence the intention to complain given different decisions and consequences. Methods Randomized, national case vignette survey with various levels of patient involvement, decisions, and outcomes in a representative Danish sample of men. We used prostate specific antigen (PSA) screening in men aged 45 to 70 years as the intervention illustrated in 30 different versions of a mock clinical encounter. Versions differed in the amount of patient involvement, the decision made (PSA test or no PSA test), and the clinical outcomes (no cancer detected, detection of treatable cancer, and detection of non-treatable cancer). We measured respondents’ inclination to complain about care in response to the scenarios on a 5-point Likert scale (from 1: very unlikely to 5: very likely). Results The response rate was 30% (6,756 of 22,288). Across all scenarios, the likelihood of complaint increased if the clinical outcome was poor (untreatable cancer). Compared with scenarios that involved shared decision-making (SDM), neutral information, or nudging in favor of screening, the urge to complain increased if the patient was excluded from decision-making or if the doctor had nudged the patient to decline screening (mean Likert differences .12 to .16, p < .001). With neutral involvement or nudging in favor of intervention, the desire to complain depended highly on the decision reached and on the patient’s course. This dependence was smaller with SDM. Conclusions Greater patient involvement in decision-making appears to be associated with less intention to complain about health care, with SDM resulting in the greatest reduction in complaint likelihood.
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Apolinario, Daniel, Rafaela Branco Miranda, Claudia Kimie Suemoto, Regina Miksian Magaldi, Alexandre Leopold Busse, Aline Thomaz Soares, Leonardo da Costa Lopes, et al. "Characterizing spontaneously reported cognitive complaints: the development and reliability of a classification instrument." International Psychogeriatrics 25, no. 1 (September 4, 2012): 157–66. http://dx.doi.org/10.1017/s1041610212001494.
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ABSTRACTBackground: The characteristics and associated risks of spontaneously reported cognitive complaints have not been investigated due to the lack of a classification instrument.Methods: In phase 1, a classification system with descriptive categories and cognitive domains was developed by experts through a modified Delphi technique. In phase 2, 180 elderly patients seeking medical attention for cognitive complaints provided free reports of their cognitive difficulties and each complaint was recorded verbatim. Three observers were asked to classify each complaint into a descriptive category. Perceived cognitive function was further characterized using the Memory Complaint Questionnaire (MAC-Q).Results: The patients reported 493 spontaneous complaints, with a range of 1–6 complaints per patient and a mean of 2.7 (±1.3). The proportion of complaints that could be classified into a category by each of the three observers varied from 91.9% to 95.7%. Inter-observer agreement assessed using the κ statistic varied from 0.79 to 1 for descriptive categories and 0.83 to 0.97 for domains. Compared with the MAC-Q, spontaneously reported complaints provided complementary information by avoiding the cueing effect provoked by the questionnaire. The total number of complaints and their occurrences in specific domains were associated with important sociodemographic and clinical factors, indicating that their meaning and associated risks need to be further investigated.Conclusion: The instrument developed in this study proved to be a practical tool for classifying the majority of spontaneously reported cognitive complaints with high reliability. Further studies are needed to investigate clinical usefulness of this approach.
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Davignon, Phil, Aaron Young, and David Johnson. "Medical Board Complaints against Physicians Due to Communication: Analysis of North Carolina Medical Board Data, 2002–2012." Journal of Medical Regulation 100, no. 2 (June 1, 2014): 28–31. http://dx.doi.org/10.30770/2572-1852-100.2.28.
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ABSTRACT Anecdotal evidence suggests that communication issues are one of the primary reasons for physician complaints, but quantitative studies have yet to examine this assertion. The North Carolina Medical Board's Complaint Department maintains data on physician complaints and categorizes each complaint based on its primary cause. Using data from 2002–2012, our research focused on complaints against physicians licensed by the North Carolina board to determine the extent to which communication issues contribute to complaints against physicians. An analysis of this data reveals that physician complaints based on communication issues are consistently the most prevalent reason for complaints against physicians in the state of North Carolina. In addition, communication-based complaints account for more than one in five complaints made against North Carolina physicians. These results are discussed in light of their implications for the field of medicine as it seeks to improve patient care.
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Olsson, Erik Masao. "Interpersonal complaints regarding cancer care through a gender lens." International Journal of Health Care Quality Assurance 29, no. 6 (July 11, 2016): 687–702. http://dx.doi.org/10.1108/ijhcqa-03-2014-0032.
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Purpose – The purpose of this paper is to investigate healthcare customer complaints concerning interpersonal matters in cancer care. Design/methodology/approach – Complaints from cancer patients and their relatives (n=116) that dealt with interpersonal matters registered between 2009 and 2011 at four local Patients’ Advisory Committees in Western Sweden were sampled and analyzed using qualitative content analysis. Findings – Complaints concerned lack of information and consideration from healthcare providers. Lack of empathy and civility also caused dissatisfaction, the latter particularly for women. Relatives complained that they did not feel included in the care process or were not offered proper support. Most complaints by relatives were filed by a female relative and concerned a male patient. Research limitations/implications – Information about patient demographics other than gender could not be investigated due to database limitations. Hence, factors such as age, country of birth, and geographical residence were not included for analysis. In addition, neither the type nor stage of cancer among the sampled patients was able to be addressed. Practical implications – Patient complaints should not only be viewed as a post-consumption judgment, but also as a service interaction activity. This may require healthcare providers to enhance their interpersonal skills, allowing patients and relatives to provide feedback during service interaction to satisfactorily address dissatisfaction. Visualizing gender disparities may help healthcare providers prevent stereotypical encounters. In addition, the provider should be invited to participate in the customer’s value creating network, which may also include knowledge and skills from other sources, such as relatives. Originality/value – Value co-creation offers a different view on patient complaints. Incorporating social construction into value co-creation may reveal socially constructed disparities. The paper provides aggregated information on cancer patients’ and relatives’ complaints concerning interpersonal issues, which can increase knowledge about patient healthcare service perceptions.
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Kohanim, Sahar, Paul Sternberg, Jan Karrass, William O. Cooper, and James W. Pichert. "Unsolicited Patient Complaints in Ophthalmology." Ophthalmology 123, no. 2 (February 2016): 234–41. http://dx.doi.org/10.1016/j.ophtha.2015.10.010.
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&NA;. "Patient Complaints and Malpractice Risk." Survey of Anesthesiology 47, no. 2 (April 2003): 122–24. http://dx.doi.org/10.1097/00132586-200304000-00056.
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Montini, T., A. A. Noble, and H. T. Stelfox. "Content analysis of patient complaints." International Journal for Quality in Health Care 20, no. 6 (July 24, 2008): 412–20. http://dx.doi.org/10.1093/intqhc/mzn041.
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Hickson, Gerald B. "Patient Complaints and Malpractice Risk." JAMA 287, no. 22 (June 12, 2002): 2951. http://dx.doi.org/10.1001/jama.287.22.2951.
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Glazer, J. L. "Malpractice Risk and Patient Complaints." JAMA: The Journal of the American Medical Association 288, no. 11 (September 18, 2002): 1353–54. http://dx.doi.org/10.1001/jama.288.11.1353.
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Hickson, Gerald B., Charles F. Federspiel, James W. Pichert, Cynthia S. Miller, Jean Gauld-Jaeger, and Preston Bost. "Patient Complaints and Malpractice Risk." Obstetrical & Gynecological Survey 57, no. 11 (November 2002): 733–34. http://dx.doi.org/10.1097/00006254-200211000-00011.
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Nassiri, Ashley M., James W. Pichert, Henry J. Domenico, Mitchell B. Galloway, William O. Cooper, and Marc L. Bennett. "Unsolicited Patient Complaints among Otolaryngologists." Otolaryngology–Head and Neck Surgery 160, no. 5 (January 15, 2019): 810–17. http://dx.doi.org/10.1177/0194599818823706.
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Objectives To analyze unsolicited patient complaints (UPCs) among otolaryngologists, identify risk factors for UPCs, and determine the impact of physician feedback on subsequent UPCs. Methods This retrospective study reviewed UPCs associated with US otolaryngologists from 140 medical practices from 2014 to 2017. A subset of otolaryngologists with high UPCs received peer-comparative feedback and was monitored for changes. Results The study included 29,778 physicians, of whom 548 were otolaryngologists. UPCs described concerns with treatment (45%), communication (19%), accessibility (18%), concern for patients and families (10%), and billing (8%). Twenty-nine (5.3%) otolaryngologists were associated with 848 of 3659 (23.2%) total UPCs. Male sex and graduation from a US medical school were statistically significantly associated with an increased number of UPCs ( P = .0070 and P = .0036, respectively). Twenty-nine otolaryngologists with UPCs at or above the 95th percentile received peer-comparative feedback. The intervention led to an overall decrease in the number of UPCs following intervention ( P = .049). Twenty otolaryngologists (69%) categorized as “responders” reduced the number of complaints an average of 45% in the first 2 years following intervention. Discussion Physician demographic data can be used to identify otolaryngologists with a greater number of UPCs. Most commonly, UPCs expressed concern regarding treatment. Peer-delivered, comparative feedback can be effective in reducing UPCs in high-risk otolaryngologists. Implications for Practice Systematic monitoring and respectful sharing of peer-comparative patient complaint data offers an intervention associated with UPCs and concomitant malpractice risk reduction. Collegial feedback over time increases the response rate, but a small proportion of physicians will require directive interventions.
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Park, Jaechan, Wonsoo Son, Youngseok Kwak, and Boram Ohk. "Pterional versus superciliary keyhole approach: direct comparison of approach-related complaints and satisfaction in the same patient." Journal of Neurosurgery 130, no. 1 (February 2018): 220–26. http://dx.doi.org/10.3171/2017.8.jns171167.
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OBJECTIVEThe objective of this study was to evaluate and compare the level of patient satisfaction and approach-related patient complaints between a superciliary keyhole approach and a pterional approach.METHODSPatients who underwent an ipsilateral superciliary keyhole approach and a contralateral pterional approach for bilateral intracranial aneurysms during an 11-year period were contacted and asked to complete a patient satisfaction questionnaire. The questionnaire covered 5 complaint areas related to the surgical approaches: craniotomy-related pain, sensory symptoms in the head, cosmetic complaints, palpable cranial irregularities, and limited mouth opening. The patients were asked to rate the 5 complaint areas on a scale from 0 (asymptomatic or very pleasant) to 4 (severely symptomatic or very unpleasant). Finally, the patients were asked to rate the level of overall satisfaction related to each surgical procedure on a visual analog scale (VAS) from 0 (most unsatisfactory) to 100 (most satisfactory).RESULTSA total of 21 patients completed the patient satisfaction questionnaire during a follow-up clinic visit. For the superciliary procedures, no craniotomy-related pain, palpable irregularities, or limited mouth opening was reported, and only minor sensory symptoms (numbness in the forehead) and cosmetic complaints (short linear operative scar) were reported (score = 1) by 1 (4.8%) and 3 patients (14.3%), respectively. Compared with the pterional approach, the superciliary approach showed better outcomes regarding the incidence of craniotomy-related pain, cosmetic complaints, and palpable irregularities, with a significant between-approach difference (p < 0.05). Furthermore, the VAS score for patient satisfaction was significantly higher for the superciliary approach (mean 95.2 ± 6.0 [SD], range 80–100) than for the pterional approach (mean 71.4 ± 10.6, range 50–90). Moreover, for the pterional approach, a multiple linear regression analysis indicated that the crucial factors decreasing the level of patient satisfaction were cosmetic complaints, craniotomy-related pain, and sensory symptoms, in order of importance (p < 0.05).CONCLUSIONSIn successful cases in which the primary surgical goal of complete aneurysm clipping without postoperative complications is achieved, a superciliary keyhole approach provides a much higher level of patient satisfaction than a pterional approach, despite a facial wound. For a pterional approach, the patient satisfaction level is affected by the cosmetic results, craniotomy-related pain, and numbness behind the hairline, in order of importance.
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Hendrickx, Iris, Tim Voets, Pieter van Dyk, and Rudolf B. Kool. "Using Text Mining Techniques to Identify Health Care Providers With Patient Safety Problems: Exploratory Study." Journal of Medical Internet Research 23, no. 7 (July 27, 2021): e19064. http://dx.doi.org/10.2196/19064.
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Background Regulatory bodies such as health care inspectorates can identify potential patient safety problems in health care providers by analyzing patient complaints. However, it is challenging to analyze the large number of complaints. Text mining techniques may help identify signals of problems with patient safety at health care providers. Objective The aim of this study was to explore whether employing text mining techniques on patient complaint databases can help identify potential problems with patient safety at health care providers and automatically predict the severity of patient complaints. Methods We performed an exploratory study on the complaints database of the Dutch Health and Youth Care Inspectorate with more than 22,000 written complaints. Severe complaints are defined as those cases where the inspectorate contact point experts deemed it worthy of a triage by the inspectorate, or complaints that led to direct action by the inspectorate. We investigated a range of supervised machine learning techniques to assign a severity label to complaints that can be used to prioritize which incoming complaints need the most attention. We studied several features based on the complaints’ written content, including sentiment analysis, to decide which were helpful for severity prediction. Finally, we showcased how we could combine these severity predictions and automatic keyword analysis on the complaints database and listed health care providers and their organization-specific complaints to determine the average severity of complaints per organization. Results A straightforward text classification approach using a bag-of-words feature representation worked best for the severity prediction of complaints. We obtained an accuracy of 87%-93% (2658-2990 of 3319 complaints) on the held-out test set and an F1 score of 45%-51% on the severe complaints. The skewed class distribution led to only reasonable recall (47%-54%) and precision (44%-49%) scores. The use of sentiment analysis for severity prediction was not helpful. By combining the predicted severity outcomes with an automatic keyword analysis, we identified several health care providers that could have patient safety problems. Conclusions Text mining techniques for analyzing complaints by civilians can support inspectorates. They can automatically predict the severity of the complaints, or they can be used for keyword analysis. This can help the inspectorate detect potential patient safety problems, or support prioritizing follow-up supervision activities by sorting complaints based on the severity per organization or per sector.
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Shaw, William, and Lorne Direnfeld. "Impairment Tutorial: Rating Central Nervous System Disorders." Guides Newsletter 1, no. 2 (November 1, 1996): 4–5. http://dx.doi.org/10.1001/amaguidesnewsletters.1996.novdec04.
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Abstract The term nonverifiable radicular complaints is an oxymoron because if the complaint is radicular one should know the cause, but the word nonverifiable contradicts such knowledge. The AMA Guides to the Evaluation of Permanent Impairment (AMA Guides) explains that nonverifiable radicular complaints “follow anatomic pathways but cannot be verified by neurologic findings.” A frequent error in impairment rating is to assign patients to Category II based on incorrect use of nonverifiable radicular complaints when Category I or 0% impairment is the correct rating. Some physicians inappropriately use the Range of Motion model and cite tables from the third edition. Other physicians may place a patient in Category II using the Injury Model without a specific basis in the AMA Guides, but the key point is that a diagnosis of nonverifiable radicular complaints indicates that the physician can identify the nerve root involved. Absent the latter, the patient does not have nonverifiable radicular complaints. The Injury Model is the preferred method in rating spinal injury in the AMA Guides, Fourth Edition, and this model clearly intends to place patients with some back pain, some leg pain, and some leg numbness—but not a true radicular pattern—in Category I.
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Ryynänen, Sanna, and Pekka Vasari. "Using the Reflective Strategy and the Game Theory Perspective During the Patient Complaint Process." International Journal of Innovation in the Digital Economy 10, no. 3 (July 2019): 53–63. http://dx.doi.org/10.4018/ijide.2019070105.
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This study aims to investigate health care professionals' reflections on patient complaints in a specialized medical care organization. Studies on health care and medical education have shown that more research on triggering situations is needed to examine these reflections. In this study, the professionals' responses are evaluated using reflection theory and its strategies from a game theory perspective. The data from the cross-sectional study were analyzed using qualitative data analysis and quantitative statistical methods (N=245). Four types of patient complaints were analyzed: malpractice, communication, information, and procedures. They were evaluated as reflective targets and strategies that could be used to solve patient complaints. Information plays a central role in the choice of strategies. The results of this study may benefit the development and implementation of gamification strategies for the patient complaint process. Further research on patient complaints is needed to investigate the factors that impact the health care professionals' responses.
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Bottino, Cássio Machado de Campos, Pedro Zucollo, Maria Del Pilar Quintero Moreno, Gislaine Gil, Carla Garcia Cid, Eduardo Vilodres Campanha, Demétrio Ortega Rumi, and Cândida Helena Pires de Camargo. "Assessment of memory complainers in São Paulo, Brazil: Three-year results of a memory clinic." Dementia & Neuropsychologia 2, no. 1 (March 2008): 52–56. http://dx.doi.org/10.1590/s1980-57642009dn20100011.
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Abstract Memory clinics were established in the USA and European countries as services to attend patients who complain of cognitive deficits, referred by primary care doctors, specialists and other hospitals. Objective: We aimed to describe the clinical and cognitive profile of consecutively evaluated subjects during the initial three years of service of a memory clinic from a university hospital. Methods: Subjects were submitted to a clinical work-up for dementia, which included laboratory exams, cranial computerized tomography, cognitive tests, and a comprehensive neuropsychological battery. Diagnosis was made according to ICD-10 criteria. Results: We evaluated 104 subjects (67.3% females and 32.7% males), with mean age of 59.1 years, 88.8% aged 50 years or above. Mean schooling was 9.9 years. Patients were classified into 10 different primary diagnostic categories, namely Depression (26.9%), Alzheimer's disease (17.3%), Memory complaints without objective impairment (17.3%), Mild Cognitive Disorder - MCD (14.4%), and Anxiety (12.5%) the most frequent diagnosis. Comparing patients with dementia, MCD, Depression or Anxiety and Memory complainers, by age (below and above 60 years), dementia was more commonly diagnosed in older subjects, while a higher frequency of memory complainers was found in the younger group. Conclusions: This preliminary report from an outpatient group of referred patients with cognitive complaints showed a higher frequency of psychiatric disorders in this sample. The memory clinic approach should be considered as a model of service which can evaluate subjects with cognitive complaints effectively and improve the quality of care delivered to this patient group.
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Abrahamson, David, and Elizabeth Fellow-Smith. "A combined group and individual long-term out-patient clinic." Psychiatric Bulletin 15, no. 8 (August 1991): 486–87. http://dx.doi.org/10.1192/pb.15.8.486.
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Complaints of delays at out-patient clinics are common; a Newham patient's complaint that she had not been kept waiting long enough was correspondingly puzzling but has subsequently proved very fruitful. Her explanation that discussions with other waiting patients and the OPD nurse were often more helpful than the interview with the doctor triggered the development of a clinic designed for fuller participation of patients and staff.
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Kroening, Helen L., Bronwyn Kerr, James Bruce, and Iain Yardley. "Patient complaints as predictors of patient safety incidents." Patient Experience Journal 2, no. 1 (April 29, 2015): 94–101. http://dx.doi.org/10.35680/2372-0247.1052.
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