Poor professionalism identified through investigation of unsolicited healthcare complaints

Mook, Walther N. K. A. van; Gorter, Simone L; Kieboom, Wendy; Castermans, Miem G T H; Feijter, Jeantine de; Grave, Willem S. de; Zwaveling, JH; Vleuten, Cees van der

doi:10.1136/postgradmedj-2011-130083

Cited by 30 publications

(29 citation statements)

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“…The rich, unstructured narrative within complaints complicates reliable and meaningful extraction of quality and safety insights 16. Various coding taxonomies have been developed to support complaints teams and researchers in codifying complaints reliably 7 9 11 55 65 68–78. To achieve reliable aggregated analysis, the taxonomy should fulfil the following minimum criteria: the categories in the framework are collectively exhaustive, mutually exclusive and reflect patient voice as reported in complaints (ie, validity) 11 79 80.…”

Section: Resultsmentioning

confidence: 99%

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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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Section: Resultsmentioning

confidence: 99%

“…Quantitative complaints analysis studies highlight the need for additional qualitative analysis to derive granular and actionable learning lessons 7 69 81. A two-step ‘spotlight’ approach has been suggested that combines quantitative trend analysis with targeted qualitative analysis 10.…”

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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“…It is long practice time that makes them accumulate work experience, such as communication skills. [ 13–15 ] Then, a more persuasive and convinced physician will have closer follow-up of patients and even better treatment outcomes. In turn, patients marked higher scores on the physicians accordingly.…”

Section: Discussionmentioning

confidence: 99%

“…As a result, the self-assessment of Respect for others, Altruism/Humanitarian and Honor/Integrity turn to be lower. Van Mook [15] from a Holland teaching hospital investigated 140 complaints in 5 years and found that the complaints focus more on medical professionalism instead of medical errors. The external influence factor has a mutual effect between the patients’ complaints and medical professionalism, which need the public's attention.…”

Section: Discussionmentioning

confidence: 99%

The influence factors of medical professionalism

et al. 2016

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“…Complaints can be a window into unprofessional behavior, or into gaps between physician behavior and patients’ expectations, and can be predictive of malpractice risk [13]. The workshop explored whether patient complaints are surrogate measures of a lack of professionalism and whether they can be used as tools to enhance it .…”

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confidence: 99%

International workshop on “professionalism in the practice of medicine- where are we now?”

Paltiel

Löwenstein

Demma

et al. 2017

Isr J Health Policy Res

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Medical professionalism refers to attributes, values, behaviors, responsibilities and commitments of physicians that are congruent with the public’s expectations. An international workshop on medical professionalism took place at the Dead Sea, Israel, on December 11–12, 2016. The meeting brought together local medical professionals, physicians and others, as well as international experts, to discuss definitions of professionalism and wrestle with current challenges facing the profession including its perceived status and physician satisfaction, unprofessional behavior and its relation to health care quality and patient safety, and professionalism as a learned competence. Individual medical schools reported on educational efforts to promote professionalism in their curricula. Patient complaints as an improvement mechanism were explored on a national and health plan level. I was found that complaints regarding physician behavior are rare in the Israeli context and need to be dealt with expeditiously at a local level in order to be effective tools for change. The meeting provided a venue to understand local and international strategies and mechanism for regulation and self-regulation, highlighting the role of the Israel Medical Association. A major focus of the meeting was on intergenerational differences in attitude and practice and the necessary adaptation of medicine to the digital age. We provide an overview of the topics addressed, synopsis, evaluation and lessons learned in this first-ever national meeting on medical professionalism in Israel.Electronic supplementary materialThe online version of this article (doi:10.1186/s13584-017-0144-5) contains supplementary material, which is available to authorized users.

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Poor professionalism identified through investigation of unsolicited healthcare complaints

Abstract: The vast majority of unprofessional behaviour identified related to non-cognitive, professionalism aspects of care. Complaints pertaining to unsatisfactory communication were especially noticeable. Incongruence is noted between the physicians' and the patients' perception of actual care.

Cited by 30 publications

References 31 publications

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

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

The influence factors of medical professionalism

International workshop on “professionalism in the practice of medicine- where are we now?”

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