Grievances against physicians: 11 years' experience of a medical society grievance committee.
OBJECTIVE
To understand causes of patient dissatisfaction that result in complaints.


METHODS
Grievances received by the grievance committee between January 1, 1989, and January 1, 2000, were reviewed.


METHODS
A 2-county area of North Carolina.


METHODS
Of 29 patients who filed grievances, the 9 male (31%) and 20 female (69%) patients had a mean (+/-SD) age of 39 (+/-19) years. In 18 instances, the patient consulted the physician less than 3 times (64%) before the complaint and in 8 instances more than 4 times (29%). Main outcome measures Allegations of the grievance and the committee's findings.


RESULTS
Grievances fell into 5 categories: failure to fulfill expectations for examination and treatment (38%), failure to promptly diagnose (20%), rudeness (17%), producing excessive pain or practicing beyond the area of expertise (13%), and inappropriate behavior related to billings (10%). In 45% of the grievances, the committee found no breach of practice standards. In 17% of the cases, the physician resolved the grievance by apologizing, adjusting a bill, or completing insurance forms.


CONCLUSIONS
Most grievances were filed by younger women against newly encountered physicians and were related to inadequate communication or alleged delay in diagnosis.
Halperin
E C
EC
Department of Radiation Oncology and Pediatrics Duke University Medical Center Box 3085 Durham, NC 27710, USA. halperin2radonc.duke.edu
D000293:Adolescent; D000328:Adult; D000368:Aged; D002648:Child; D005260:Female; D006801:Humans; D008297:Male; D008875:Middle Aged; D009657:North Carolina; D017060:Patient Satisfaction; D010817:Physician-Patient Relations; D012955:Societies, Medical