[Unexpected events in patient complaints and insurance cases at Hvidovre Hospital, Denmark, 2002-2003].
BACKGROUND
The aim of this study was to do a systematic evaluation patients' complaints and insurance cases, to produce knowledge that will allow the prevention of future similar events.


METHODS
143 cases filed as patients' complaints or insurance cases during the period 1 January 2002-30 June 2003 were evaluated for the occurrence of adverse events. In the case of an adverse event, a classification score, ranging from mild to serious, was allotted based on the SAC matrix score. An audit of the case, involving the specialist who had treated the patient, was performed in all cases of serious adverse events.


RESULTS
In 61% of the reviewed cases, an adverse event had occurred. It was estimated that in approximately 90% of the cases, the adverse events would not have been reported by the hospital staff, since they did not fit into the categories for mandatory reporting. In 38% of the cases where an audit was carried out, the event was found to have been preventable.


CONCLUSIONS
The study shows that systematic evaluation of patients' complaints and insurance cases, plus audit, is potentially an effective method of preventing future adverse events.
Aasvang
Eske Kvanner
EK
H:S Hvidovre Hospital, Enhed for Patientsikkerhed og Direktionen. eskeaasvang@yahoo.dk
Thorsen
Dorrit
D
Petersen
Beth Lilja
BL
Mogensen
Torben
T
D003718:Denmark; D006801:Humans; D007345:Insurance Claim Review; D008318:Malpractice / Q000706:statistics & numerical data; D019300:Medical Errors / Q000517:prevention & control / Q000706:statistics & numerical data; D012308:Risk Management; D017751:Safety Management