Exploring complaints by female and male patients at Swedish hospitals using a probabilistic graphical model

Eriksson, Erik; Raharjo, Hendry; Gustavsson, Susanne

doi:10.1111/scs.12560

Cited by 5 publications

(5 citation statements)

References 15 publications

(27 reference statements)

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“…Previous studies have found that the majority of complaints in the NHS have focused on communication and were targeted at primary care givers [4,15,17]. Our study, however, shows a significant shift; where over a third of complaints related to delays and cancellations and were aimed at management.…”

Section: Resultscontrasting

confidence: 57%

“…Patients expect a good encounter to focus on their individual healthcare needs, and person-centred care has shown to positively impact healthcare interactions, outcomes, and patient satisfaction [1]. Furthermore, Eriksson and colleagues argued that communication is the basis of the patient-caregiver relationship and reiterated that inadequate time has a negative impact on this [15]. Improving the efficiency of patient encounters by acting on patient feedback can improve patient outcomes not only by improving the quality of care but also by improving patient engagement with health services and adherence to treatment [16].…”

Section: Resultsmentioning

confidence: 99%

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An Analysis of Complaints in Two Large Tertiary University Teaching Hospital ENT Departments: A Two-Year Retrospective Review

Bujoreanu

Hariri

Acharya

et al. 2020

International Journal of Otolaryngology

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Introduction. Complaints relating to patient care are known to correlate with surgical complication rates and malpractice lawsuits. In a continually evolving health service and on-going financial pressures, identifying current complaint themes could drive future improvements in healthcare delivery. Objective. e aim of this paper is to review and analyse complaints received by the ENT department of two large teaching hospitals in London in order to determine current trends and mitigate future challenges. Method. All complaints registered with the Patient Advice and Liaison Service (PALS) from the ENT Department at our institution were collected between June 2016 and August 2018. Demographic information was collated and complaints were analysed and interpreted as per a standardised coding taxonomy. Results. A total of 242 complaints were collected. Most (91.7%) were logged by patients themselves with a mean age of 48.3 (range 3-98 years). e majority were directed at the administrative team (52%) followed by management (23.5%) and then clinicians (16.9%). Administrative issues were the most common (50.1%) followed by clinical (25.1%) and relationship/communication (24.7%). e bulk of complaints focused on delays in access to services and treatment in the form of cancellations and long appointment waiting times (37%). Conclusion. ere has been a significant shift in complaints themes from clinical issues to administrative issues. is may reflect increasing financial and staffing pressures in the NHS. Complaints analysis is key in quality improvement and a cross-specialty integrated filing system in concordance with the recently proposed taxonomy would ease future collection and analysis of data.

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Section: Resultscontrasting

confidence: 57%

Section: Resultsmentioning

confidence: 99%

An Analysis of Complaints in Two Large Tertiary University Teaching Hospital ENT Departments: A Two-Year Retrospective Review

Bujoreanu

Hariri

Acharya

et al. 2020

International Journal of Otolaryngology

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show abstract

“…Complainants7 20 70 perceive social and institutional issues as critical aspects of care quality. Yet, non-clinical complaints are unlikely to be prioritised by care providers and regulators 20 26 69 94. If complaints are strictly secondary to internal quality and safety data sets, they may not reveal the issues that are critical to patients but not to staff.…”

Section: Resultsmentioning

confidence: 99%

Learning from complaints in healthcare: a realist review of academic literature, policy evidence and front-line insights

et al. 2020

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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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“…There are differences in the literature in terms of gender, age range, educational status, and occupation of the complainant. [10,[14][15][16][17][18][19][20][21][22] We attribute this to the type of health institutions, sample size, time zone, data source, and socio-cultural structure of the society. When we examined which unit the patients applied to, it was determined that 58.7% (n=813) had applied to the patient rights unit.…”

Section: Discussionmentioning

confidence: 99%

Sağlık Çalışanlarına Yönelik Hasta ve Yakınlarının Şikâyetlerinin Analizi

KARADUMAN>

HOCAOĞLU>

Sabak

et al. 2023

Journal of Contemporary Medicine

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ABSTRACT Objective The aim of this study is to determine the complaints of patients and their relatives, to provide necessary measures and to find solutions. Material and Methods It was retrospectively analyzed and conducted as a single-center study. The complaints of patients and their relatives who applied to the Patient Rights Unit, Ministry of Health Communication Center, Prime Ministry Communication Center, Presidential Communication Center from the hospital medical records between 2018 and 2019 were examined. Data were analyzed on IBM SPSS Statistics 22.0 package program. Results 1385 applications were examined. Most of the complainants were men (66.1%). The most frequent complainants were between the ages of 20-40 (56.3%), high-school graduates (56.3%), in the self- employed/artisan group (24.2%). The most of the complaints were made application to the Patient Rights Unit (58.7%). Complaints were most common for physicians who in charge of primary care of the patient (49.5%) and least common for consultant physician (0.2%). The most common complaints were about poor attitude (26.9%) and long waiting time (21.7%). Most of the complaints were made in 2019 (n:835), July (n:239) and on Friday (n:326), and also most of the complaints were made against the Department of Pediatrics (n:190 (13.7%)) and Emergency Medicine (n:129 (9.3%). When the complaint-patient ratio was examined, it was perceived that the most complaints were from the laboratory and pathology departments. Conclusion It is concluded that patient rights units are very crucial and they have an important role in evaluating the quality of institutions and determining the existing deficiencies as well as increasing patient satisfaction.

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Exploring complaints by female and male patients at Swedish hospitals using a probabilistic graphical model

Cited by 5 publications

References 15 publications

An Analysis of Complaints in Two Large Tertiary University Teaching Hospital ENT Departments: A Two-Year Retrospective Review

An Analysis of Complaints in Two Large Tertiary University Teaching Hospital ENT Departments: A Two-Year Retrospective Review

Learning from complaints in healthcare: a realist review of academic literature, policy evidence and front-line insights

Sağlık Çalışanlarına Yönelik Hasta ve Yakınlarının Şikâyetlerinin Analizi

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