Complaints from emergency department patients largely result from treatment and communication problems.
David McD Taylor, Rory Wolfe, Peter A Cameron
Emergency Medicine | Published : 2002
OBJECTIVE: Emergency department patient complaints are often justified and may lead to apology, remedial action or compensation. The aim of the present study was to analyse emergency department patient complaints in order to identify procedures or practices that require change and to make recommendations for intervention strategies aimed at decreasing complaint rates. METHODS: We undertook a retrospective analysis of patient complaints from 36 Victorian emergency departments during a 61 month period. Data were obtained from the Health Complaint Information Program (Health Services Commissioner). RESULTS: In all, 2,419 emergency department patients complained about a total of 3,418 separate i..View full abstract