Clinical complaints: a means of improving quality of care.
OBJECTIVE
To establish the reasons for clinical complaints, complainants' feelings about the original incident, and their motivation in complaining.


METHODS
Postal questionnaire survey.


METHODS
24 hospitals in North West Thames region.


METHODS
1007 complainants who had written to 20 hospitals between 1 January 1992 and 30 June 1993 about a complaint involving a clinical incident.


METHODS
Personal details, the nature of the complaint, the complainant's reaction to the original incident, the quality of the explanation at the time of the incident, the reasons for making a complaint, and what would have prevented the incident.


RESULTS
491 completed questionnaires were received (response rate 49%). Complaints arose from serious incidents, generally a clinical problem combined with staff insensitivity and poor communication. Clinical complaints were seldom about a clinical incident alone (54; 11%); most (353; 72%) included a clinical component and dissatisfaction with personal treatment of the patient or care. In all, 242(49%) complainants reported a need for additional medical treatment, 206(42%) reported that the patient's condition had worsened as a result of treatment, and 175(36%) that side effects had been experienced. In 26(5%) cases the patient had died. Complainants' primary motive was to prevent recurrence of a similar incident. Lack of detailed information and staff attitude were identified as important criticisms.


CONCLUSIONS
The emphasis must be on obtaining a better response to complaints at the clinical level by the staff involved in the original incident, not simply on adjusting the complaints procedure. Staff training in responding to distressed and dissatisfied patients is essential, and monitoring complaints must form part of a more general risk management programme.
St Mary's Hospital, London.
P
P
Bark
C
C
Vincent
A
A
Jones
J
J
Savory
D001291:Attitude of Health Personnel; D006786:Hospitals, Urban / Q000592:standards*; D006801:Humans; D008131:London; D010342:Patient Acceptance of Health Care; D010347:Patient Care Planning; D017060:Patient Satisfaction; D011787:Quality of Health Care / Q000592:standards*; D012308:Risk Management / Q000592:standards*; D011795:Surveys and Questionnaires