Why do patients complain ? A primary Health care study.
Background/Aim of Study
Patient complaints are indications of their dissatisfaction with the service received.
With increasing patient expectations, we need to address this issue for a more satisfying relationship between healthcare provider and user.
The objective of this study was to analyse the basis of patients'complaints and to make recommendations to reduce its incidence.
This is a retrospective descriptive study of all complaints to the Family Health Service between January 1994 and December 1995.
All complaints, investigations and replies to complainants were examined and analysed by the authors to determine the reasons for complaints and their justification.
There were 226 complaint cases out of 5 620 834 attendances in two years, giving the complaint rate of 4 per 100,000 attendances per year.
The complaint rate was highest for the 20 - 59-year age group and lowest in the 10 - 19-year age group (3.7 and 2.0 per 100,000 attendances respectively).
Sixty-four percent of complaints were verbal and the rest were written.
Forty-seven percent of the complaints were made by relatives and 46% were self-complaints.
The main reasons for complaints were related to attitude/conduct (28.8%), professional skills (17.8%), patient expectations (16.2%), waiting time (10.0%) and communication (7.8%). Forty-three percent of complaints were evaluated as justifiable, 38% not justifiable and 19% inconclusive. (...)
Mots-clés Pascal : Relation médecin malade, Satisfaction, Malade, Autoperception, Soin santé primaire, Service santé, Epidémiologie, Evaluation, Homme, Organisation santé, Singapour, Asie, Perception sociale
Mots-clés Pascal anglais : Physician patient relation, Satisfaction, Patient, Self perception, Primary health care, Health service, Epidemiology, Evaluation, Human, Public health organization, Singapore, Asia, Social perception
Notice produite par :
Inist-CNRS - Institut de l'Information Scientifique et Technique
Cote : 98-0499537
Code Inist : 002B30A05. Création : 19/02/1999.