A 22 month study of patient complaints at a National Health Service hospital

International Journal of Nursing Practice - Tập 13 Số 2 - Trang 107-110 - 2007
S. Siyambalapitiya1,2, J. A. CAUNT1, Natalie Harrison1, Lesley White1, Denise Weremczuk1, Devaka Fernando1,2
1Sherwood Forest Hospitals NHS Trust, Diabetes and Endocrinology, Sutton in Ashfield, Nottinghamshire, UK
2University of Sheffield, Human Metabolism, Sheffield, South Yorkshire, UK

Tóm tắt

Patient complaints are an important source of information for service improvements. We audited patient complaints made about medical care in a National Health Service District general hospital over a 22 month period. Complaints were about medical care, nursing care, attitudes of staff, poor communication, clinical delay (9%) and hospital environment. The complaints department closed 66% complaints within 20 days. The majority of the complaints were directly related to clinical care, poor communication, attitudes of staff and nursing care. However, 99% of patients were satisfied with an explanation and an apology indicating that almost all have been due to a lack of good communication than due to real deficiencies in the clinical care. The hospital management has investigated the majority of cases within 20 days and has made several policy changes after the investigations.

Từ khóa


Tài liệu tham khảo

10.1136/bmj.319.7216.1022

10.1136/bmj.318.7198.1596

Korcok M., 1995, Medicolegal hell in Texas, Canadian Medical Association Journal, 153, 963

10.1108/09526860510602578

10.1046/j.1440-1762.2001.00422.x

10.1093/ageing/29.5.409

10.1046/j.1365-2923.1998.00154.x

10.1046/j.1365-2923.1999.00519.x

Webb B., 1995, A study of complaints by patients of different age groups in an NHS trust, Nursing Standard, 9, 34, 10.7748/ns.9.42.34.s36

RoseJ.Aging and Family Outcomes in Supportive Care of Advanced Cancer Patients. Available from URL:http://www.hsrd.research.va.gov/research/abstracts/IIR_03‐255.htm. Accessed 13 March 2006.

10.5694/j.1326-5377.2004.tb06157.x

Wadhwa SS., 2002, Customer satisfaction and health care delivery systems: Commentary with Australian bias, The Internet Journal of Nuclear Medicine, 1

Thông tin
Thông tin xuất bản

International Journal of Nursing Practice

Tập 13 Số 2

107-110

Thông tin tác giả