Emergency department complaints: A 12-Year study in a university hospital

Salazar, Albert; Ortiga, Berta; Escarrabill, Joan; Corbella, Xavier

doi:10.1016/j.annemergmed.2004.07.065

Cited by 7 publications

(9 citation statements)

References 0 publications

Supporting

Mentioning

Contrasting

Order By: Relevance

“…[2,[4][5][6][7] For example, while Ooi et al found this ratio 0.26 per 1.000, Schwartz et al found 3.8 per 1.000. The complaint case rate found in this study (0.18 per 1.000) is comparable with rates reported by others.…”

Section: Discussionmentioning

confidence: 99%

“…In contrast to other studies, the men in our study complained significantly more frequently than women. [2,[4][5][6][7] The reasons for this apparent gender difference are not clearly known and, as the data were only available in summary form, it precludes further analysis. However we think it may Table 4.…”

Section: Discussionmentioning

confidence: 99%

“…In addition, the finding that close relatives and friends were the complainants in half of the cases was surprising, and is not consistent with the findings of others. [2,[4][5][6][7] While complaints over the last 4 years show a rise to 18 between June 2010 and June 2011, the numbers of complaints between June 2011 and June 2012 has declined. While there were 10 physicians working between June 2010 and June 2011 in the ED, there were 17 physicians working between June 2011 and June 2012.…”

Section: Discussionmentioning

confidence: 99%

“…These results are similar with rates reported by others. [2,[4][5][6][7] In most cases we can prevent patients' complaints through careful examination and a good communication. We believe that communication issue should be included in medical education and in ED orientation programs to educate physicians on appropriate communication skills between patients and physicians.…”

Section: Discussionmentioning

confidence: 99%

See 3 more Smart Citations

Patient and relative complaints in a hospital emergency department: a 4-year analysis

Zengin

Yavuz

et al. 2012

Tr J Emerg Med

View full text Add to dashboard Cite

ÖZET Amaç Hasta ve yakınlarının şikâyetleri, hizmet iyileştirmeleri için önemli bir bilgi kaynağıdır. Bu çalışmada; düzeltici önlemler almak amacıyla, hasta ve yakınlarının acil servis hakkında şikâyetleri değerlendirildi. Gereç ve Yöntem SUMMARY ObjectivesComplaints by patients and their relatives are an important source of information for service improvement. In order to take remedial measures, the present study evaluated the complaints of patients and their relatives about our emergency department (ED). MethodsRecords of all patient complaints, from June 2008 to June 2012, were retrieved from the Quality Improvement Unit (QIU) archives. All complainants were contacted by phone. The socio-demographic profiles of complainants, their reasons for complaints, and the outcomes were analyzed using the SPSS statistical package. ResultsThe results revealed that 54 complaints have been made against our ED over four years relating to medical care, staff attitudes, waiting time, and financial reasons. Of the complainants, 75.9% were male (n=41), and 24.1% (n=13) were female. The majority (29.7%, 20.4%) of the complaints were due to medical care and attitude problems. Most complaints were made for green code patients (55.6%). The majority of complaints were about emergency physicians (38.9%). Complaint frequency was 0.18 per 1.000 visits. ConclusionsComplaints are potentially useful quality assurance tools, and can identify remediable system flaws. The main causes of complaints are medical care, staff attitude, and waiting time, and many of these causes are remediable.

show abstract

Section: Discussionmentioning

confidence: 99%

Section: Discussionmentioning

confidence: 99%

Section: Discussionmentioning

confidence: 99%

Section: Discussionmentioning

confidence: 99%

See 2 more Smart Citations

Patient and relative complaints in a hospital emergency department: a 4-year analysis

Zengin

Yavuz

et al. 2012

Tr J Emerg Med

View full text Add to dashboard Cite

show abstract

“…A challenge with this form of organization is that patients who suffer from ill-defined or interrelated health issues are referred back and forth between seemingly uncoordinated professionals and departments for diagnosis and treatment. A common complaint from patients is thus that while the actual treatment was excellent, the coordination between units was slow, the waiting time long, and feedback almost nonexistent [3,4]. In Norway, these challenges have informed the establishment of national coordination reforms, as it is "particularly important to ensure good coordination when the responsibility for the patient moves between hospitals and municipalities and between departments and units within hospitals and municipalities" [5].…”

Section: Introductionmentioning

confidence: 99%