A 30-month study of patient complaints at a major Australian hospital

Journal of quality in clinical practice Pub Date : 2002-01-21 DOI:10.1046/j.1440-1762.2001.00422.x

Kathryn Anderson MB, MRCP, Deidre Allan RN, MN, Paul Finucane FRCPI, FRACP

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引用次数: 66

Abstract Health practitioners often regard complaints about the quality of patient care in a negative light. However, complaints can indicate strategies to improve care. Therefore, an audit was undertaken of all formal complaints about patient care at a major Australian hospital over a 30-month period. The profile of complainants, the reasons for complaints, and the outcome were analysed. A total of 1308 complaints, concerning the care of 1267 patients, were received. The complaint rate was 1.12 per 1000 occasions of service. In all, 57% of complaints were lodged by advocates and 71% of complaints related to poor communication or to the treatment provided. In 97% of occasions, an explanation and/or an apology resulted. To date, no complaint has proceeded to litigation. Complaints are potentially useful quality assurance tools and can identify remediable system flaws. Health professionals and employers should understand why patients complain and be able to respond appropriately.

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对澳大利亚一家大医院的病人投诉进行了为期30个月的研究

卫生从业人员经常把抱怨病人的护理质量在一个消极的光。然而，投诉可以提示改善护理的策略。因此，在30个月的时间里，对澳大利亚一家大医院关于病人护理的所有正式投诉进行了审计。分析了投诉人的情况、投诉的原因和结果。共收到1308起投诉，涉及对1267名病人的护理。投诉率为每千次服务1.12宗。总共有57%的投诉是由律师提出的，71%的投诉与沟通不畅或所提供的治疗有关。在97%的情况下，结果是解释和/或道歉。到目前为止，还没有任何投诉进入诉讼阶段。投诉是潜在的有用的质量保证工具，可以识别可补救的系统缺陷。卫生专业人员和雇主应该了解患者抱怨的原因，并能够做出适当的反应。

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