Patients’ complaints involving ophthalmologists in the province of Ontario, Canada: a 5-year review

Saha, Rini; Kabanovski, Anna; Klejman, Susan; Margolin, Edward; Buys, Yvonne M.

doi:10.1016/j.jcjo.2019.08.007

Cited by 8 publications

(9 citation statements)

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“…(19) In PGME and CME training, attention should be paid to the fact that professionalism lapses often occur and that these lapses can have a wide range of devastating consequences. (1)(2)(3)(4)(5)(6)(7)(8) By analysing patient complaints using the CanMEDS framework, we want to facilitate the implementation in GP training. The findings of this study provide direction and underline the utter importance of (bidirectional) direct observation of residents by their supervisors in the OOH GP setting.…”

Section: Implications For Research and Practicementioning

confidence: 99%

“… 6 , 28 , 37 – 40 Most research on what is perceived as (un)professional behaviour has hitherto been conducted in hospital settings. 2 – 7 , 41 These studies found that most complaints are about medical, organisational, and communication issues as well as lapses in professionalism. 2 , 4 – 7 , 19 Whether these findings are generalisable to settings outside the hospital is under-researched.…”

Section: Introductionmentioning

confidence: 99%

“… 2 – 7 , 41 These studies found that most complaints are about medical, organisational, and communication issues as well as lapses in professionalism. 2 , 4 – 7 , 19 Whether these findings are generalisable to settings outside the hospital is under-researched. 2 – 7 , 41 Research focused on professional lapses in the GP context needs to be especially broadened and deepened, as previous research lacks the qualitative richness that patient complaints deserve.…”

Section: Introductionmentioning

confidence: 99%

“… 2 , 4 – 7 , 19 Whether these findings are generalisable to settings outside the hospital is under-researched. 2 – 7 , 41 Research focused on professional lapses in the GP context needs to be especially broadened and deepened, as previous research lacks the qualitative richness that patient complaints deserve. 13 , 19 , 42 – 45 In OOH GP care, neither the patient nor the GP can benefit from a long-lasting relationship (in regular GP patient care this commonly exists); therefore, it is expected that professionalism lapses that may go unnoticed in regular GP care emerge more clearly in the OOH setting.…”

Section: Introductionmentioning

confidence: 99%

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Patient complaints in general practice seen through the lens of professionalism: a retrospective observational study

Barnhoorn

Essers²,

Nierkens

et al. 2021

BJGP Open

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BackgroundProfessionalism is a key competence for physicians. Patient complaints provide a unique insight into patient expectations regarding professionalism. Research exploring the exact nature of patient complaints in general practice, especially focused on professionalism, is limited.AimTo characterise patient complaints in primary care and to explore in more detail which issues with professionalism exist.Design & settingA retrospective observational study in which all unsolicited patient complaints to a representative out-of-hours general practice (OOH GP) service provider in the Netherlands were analysed over a 10-year period (2009–2019).MethodComplaints were coded for general characteristics and thematically categorised in themes using the CanMEDS framework as sensitising concepts. Complaints categorised as professionalism were subdivided using open coding.ResultsOut of 746 996 patient consultations (telephone, face to face, and home visits) 484 (0.065%) resulted in eligible complaint letters. The majority consisted of two or more complaints, resulting in 833 different complaints. Most complaints concerned GPs (80%); a minority (19%) assistants. Thirty-five per cent concerned perceived professionalism lapses of physicians. A rich diversity in the wording of professionalism lapses was found, where 'not being taken seriously' was mentioned most often. Forty-five per cent related to medical expertise, such as missed diagnoses or unsuccessful clinical treatment. Nineteen per cent related to management problems, especially waiting times and access to care. Communication issues were only explicitly mentioned in 1% of the complaints.ConclusionMost unsolicited patient complaints are related to clinical problems. One-third, however, concerns professionalism issues. Not being taken seriously was the most frequent mentioned theme within the professionalism category.

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Section: Implications For Research and Practicementioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

See 2 more Smart Citations

Patient complaints in general practice seen through the lens of professionalism: a retrospective observational study

Barnhoorn

Essers²,

Nierkens

et al. 2021

BJGP Open

View full text Add to dashboard Cite

show abstract

“…If one looks at reports from a state or provincial level, a report from Iran [4] over a 2-year period, 9.2% of all complaints related to ophthalmology, and of these 66% were considered to be medical negligence. A more recent paper from Canada [5] looked at complaints to the provincial regulator over a 5-year period. There were 372 complaints involving 211 ophthalmologists out of 448 practicing ophthalmologists and they note that almost 50% of ophthalmologists had a complaint to their regulator in this period, which is much higher than in the UK from Lim's data.…”

mentioning

confidence: 99%