title: Factors associated with Medicare beneficiary complaints about quality of care.
abstract: This article examines the number and types of formal complaints about quality of care that were made by Medicare beneficiaries and submitted to the California Peer Review Organization (PRO) during the period July 1, 1995-December 30, 1996. Logistic regression models were used to analyze the complaints in terms of sociodemographic factors, enabling factors (income and health maintenance organization [HMO] membership), diagnoses, and primary service providers. The complaint rate was found to be very low, and only 13% of complaints were confirmed by the PRO. HMO members and members receiving physician care and outpatient/emergency room care were more likely to complain about denials of or delays in services or the failure to be referred to specialists than were members in fee-for-service plans and those receiving other types of provider care. Complaints about poor nursing care were associated with receiving skilled nursing/rehabilitation care. Complaints about care that resulted in injury were associated with the denial of care, failure to be referred to a specialist, poor medical care, and poor communications. Complaints about care that led to disability were associated with medical errors, whereas those that led to death were associated with misdiagnosis and premature hospital discharge. It would be valuable for PROs to focus their complaint review efforts on common types of complaints in different settings. A review of PRO procedures should be undertaken to understand why so few complaints are submitted and confirmed.
authors.affiliation: Department of Social and Behavioral Sciences, School of Nursing, University of California, San Francisco, USA. chas@itsa.ucsf.edu
authors.forename: C
authors.initials: C
authors.lastname: Harrington
authors.forename: S
authors.initials: S
authors.lastname: Merrill
authors.forename: J
authors.initials: J
authors.lastname: Newman
mesh_terms: D000368:Aged; D002140:California; D014487:Centers for Medicare and Medicaid Services, U.S.; D003258:Consumer Behavior / Q000706:statistics & numerical data*; D004496:Education, Continuing; D005260:Female; D006801:Humans; D016015:Logistic Models; D008297:Male; D006278:Medicare / Q000592:standards*; D017063:Outcome Assessment, Health Care; D011366:Professional Review Organizations; D011787:Quality of Health Care / Q000706:statistics & numerical data*; D014481:United States