Can patients detect hazardous dental practice? A patient complaint study

Hiivala, Nora; Mussalo‐Rauhamaa, Helena; Murtomaa, Heikki

doi:10.1108/ijhcqa-05-2014-0052

Cited by 10 publications

(12 citation statements)

References 17 publications

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“…A recent review concludes that 'the only interventions in dentistry that reduce or minimize adverse events are surgical safety checklists [22]. Other papers suggest monitoring patient records to identify triggers for adverse events [23], but also patient complaints are relatively reliable safety risk indicators [24]. Regular debriefing of and discussion about adverse events at clinics could lead to improvements in patient safety.…”

Section: Discussionmentioning

confidence: 99%

“…In one of three endodontic claims, the PIC advisors found no injury; such cases nevertheless reflect the patient's dissatisfaction with treatment. In addition, patient complaints serve as an indicator of a lack of quality or safety [16,24] and should thus be discussed seriously by the operator and the whole team.…”

Section: Discussionmentioning

confidence: 99%

“…Types of the injuries verified in endodontic malpractice cases claimed to the Patient Insurance Centre (PIC) in Finland, according to the operators' background information 24. The role of operator-related factors in the occurrence of avoidable injuries in the endodontic malpractice cases (n = 970), by means of logistic regression modeling.…”

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confidence: 99%

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Operator-related aspects in endodontic malpractice claims in Finland

Vehkalahti

Swanljung²

2017

Acta Odontologica Scandinavica

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Section: Discussionmentioning

confidence: 99%

Section: Discussionmentioning

confidence: 99%

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Operator-related aspects in endodontic malpractice claims in Finland

Vehkalahti

Swanljung²

2017

Acta Odontologica Scandinavica

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“…However, it is necessary to develop institutional policies to reduce barriers that hinder reporting by professionals 12,66,75 and to involve patients and their families, encouraging them to report harms 101 . Population awareness-raising of the problem is also important in the policies' wider sphere 102 .…”

Section: The Solutions Identified and Their Contribution To Improvemementioning

confidence: 99%

Segurança do paciente no cuidado odontológico: revisão integrativa

2020

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Resumo: Eventos adversos constituem grave problema relacionado à qualidade do cuidado de saúde. A prática odontológica, por ser eminentemente invasiva e implicar contato íntimo e rotineiro com secreções, é potencialmente propícia à ocorrência desses eventos. Diversos estudos em segurança do paciente foram desenvolvidos nas duas últimas décadas, entretanto, em maior número no ambiente hospitalar, em função de sua complexidade organizacional, gravidade de casos, diversidade e especificidade de procedimentos. O objetivo foi identificar e explorar os estudos voltados à segurança do paciente odontológico. Foi realizada revisão integrativa da literatura com consulta ao MEDLINE via PubMed, Scopus via Portal Capes e ao Portal Regional da Biblioteca Virtual de Saúde, utilizando-se os termos segurança do paciente e odontologia nos idiomas inglês, espanhol e português a partir de 2000. Utilizou-se o ciclo de pesquisa em segurança do paciente, proposto pela Organização Mundial da Saúde para classificar os estudos incluídos. Foram analisados 91 artigos. Os eventos adversos mais comuns foram relacionados às alergias, às infecções, ao atraso ou falha de diagnóstico e ao erro da técnica. Medidas para mitigar o problema apontaram para a necessidade de melhoria da comunicação, incentivo à notificação e procura por instrumentos para auxiliar a gestão do cuidado. Constatou-se carência de estudos de implementação e avaliação de impacto das propostas de melhoria. A Odontologia evoluiu no campo da segurança do paciente, mas ainda está aquém de transpor resultados para a prática, sendo importante envidar esforços para prevenir os eventos adversos nesta área.

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“…Analyses of healthcare complaints are primarily concerned with patient dissatisfaction and safety incidents. Methods include reviewing complaint letters or files, malpractice insurance claims, data from incident reporting systems, patient records, and/or conducting surveys [9][10][11]. A review by Hiivala et al [9] of the dental literature regarding detectable safety incidents revealed that issues from various countries and dental disciplines share similar themes [9].…”

Section: Introductionmentioning

confidence: 99%

Developing a coding taxonomy to analyze dental regulatory complaints

Roerig

Farmer

Ghoneim

et al. 2020

BMC Health Serv Res

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Background As part of their mandate to protect the public, dental regulatory authorities (DRA) in Canada are responsible for investigating complaints made by members of the public. To gain an understanding of the nature of and trends in complaints made to the Royal College of Dental Surgeons of Ontario (RCDSO), Canada’s largest DRA, a coding taxonomy was developed for systematic analysis of complaints. Methods The taxonomy was developed through a two-pronged approach. First, the research team searched for existing complaints frameworks and integrated data from a variety of sources to ensure applicability to the dental context in terms of the generated items/complaint codes in the taxonomy. Second, an anonymized sample of complaint letters made by the public to the RCDSO (n = 174) were used to refine the taxonomy. This sample was further used to assess the feasibility of use in a larger content analysis of complaints. Inter-coder reliability was also assessed using a separate sample of letters (n = 110). Results The resulting taxonomy comprised three domains (Clinical Care and Treatment, Management and Access, and Relationships and Conduct), with seven categories, 23 sub-categories, and over 100 complaint codes. Pilot testing for the feasibility and applicability of the taxonomy’s use for a systematic analysis of complaints proved successful. Conclusions The resulting coding taxonomy allows for reliable documentation and interpretation of complaints made to a DRA in Canada and potentially other jurisdictions, such that the nature of and trends in complaints can be identified, monitored and used in quality assurance and improvement.

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Can patients detect hazardous dental practice? A patient complaint study

Abstract: 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.

Cited by 10 publications

References 17 publications

Operator-related aspects in endodontic malpractice claims in Finland

Operator-related aspects in endodontic malpractice claims in Finland

Segurança do paciente no cuidado odontológico: revisão integrativa

Developing a coding taxonomy to analyze dental regulatory complaints

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