Back to Search
Start Over
Time needed to resolve patient complaints and factors influencing it: a cohort study
Time needed to resolve patient complaints and factors influencing it: a cohort study
- Source :
- International Journal for Quality in Health Care. 30:571-575
- Publication Year :
- 2018
- Publisher :
- Oxford University Press (OUP), 2018.
-
Abstract
- Objective There has been an increase in the number and complexity of patient complaints against healthcare institutions. An understanding of the resources needed in this area is important for proper planning. Design Cohort study. Setting A 1250-bed tertiary-care teaching hospital. Participants All patient complaints received between 1 February 2014 and 31 January 2015 were prospectively included in this cohort study. Main Outcome Measures The amount of time spent on the investigation and liaising with the complainant for each case was recorded. The complainant's personal details and characteristics were recorded anonymously. Results In total, 908 patient complaints were recorded from 801 individuals during the study period. Longer median person-hours were spent on managing complaints that were brought forward by men (1.48 h), those who were distant relatives of the patients (2.08 h), foreigners (1.58 h) and non-subsidised patients (1.83 h). Patient complaints falling into the categories of clinical domain (3.00 h) and patient rights (2.54 h), quality (3.00 h) and safety (2.83 h) required the longest median time to manage. Multiple logistic regression analysis revealed that the total amount of time spent on the complaints was predicted by the gender of the complainant, the relationship of the complainant with the patient, the subsidy status of the patient, the severity and the domain of the complaint. Conclusions This study reported the time required to manage patient complaints in a larger tertiary-care academic medical centre. Predictors of the time spent on resolving patient complaints can be used as parameters for resource planning.
- Subjects :
- Male
Financing, Government
medicine.medical_specialty
Emigrants and Immigrants
Patient rights
Health administration
Cohort Studies
03 medical and health sciences
Sex Factors
0302 clinical medicine
Patient satisfaction
Hospital Administration
Health care
Complaint
Humans
Medicine
Family
Prospective Studies
030212 general & internal medicine
Hospitals, Teaching
Prospective cohort study
Personal details
business.industry
030503 health policy & services
Health Policy
Public Health, Environmental and Occupational Health
General Medicine
Patient Satisfaction
Time and Motion Studies
Family medicine
Female
0305 other medical science
business
Cohort study
Subjects
Details
- ISSN :
- 14643677 and 13534505
- Volume :
- 30
- Database :
- OpenAIRE
- Journal :
- International Journal for Quality in Health Care
- Accession number :
- edsair.doi.dedup.....b50b11467c1e4d281e55c324edbbaae8
- Full Text :
- https://doi.org/10.1093/intqhc/mzy060