Analysis of complaints in a rural emergency medical service system.
BACKGROUND
The health care industry is increasingly focused on customer service, one aspect of which is dealing with customer complaints. The purpose of this study was to assess the prevalence and nature of complaints against prehospital providers in a rural Emergency Medical Services (EMS) system.


METHODS
This retrospective study of logged complaints utilized data from May 28, 1999 through September 26, 2008. All complaints were investigated by a single trained staff member of the regional EMS office. He interviewed witnesses, and reviewed statements and other documentation related to the complaints. Each complaint was classified into one of four categories: (1) operational; (2) clinical; (3) educational; or (4) customer service. In addition, each complaint was examined to determine if the grievance was founded. The study was conducted in a seven-county region of western Pennsylvania with a population of 639,641 and more than 3,000 EMS providers.


RESULTS
There were 110 complaints over a nine-year period (approximately 12 per year). Forty were considered unfounded complaints (43%) and 49 persons (45%) had made more than a single complaint. No EMS provider had an EMS certification suspended or revoked based on a clinically-related complaint. The data revealed a substantial number of complaints for which insufficient information was available to allow a conclusion based on reasonable certainty or the degree of certainty expected of a reasonable person evaluating the facts.


CONCLUSIONS
One hundred ten complaints were logged for the study EMS program. No complaints violated treatment protocols. Forty complaints were unfounded. There were 49 "repeat" complaints against providers who had previously had complaints made against them.
Department of Emergency Medicine, Emergency Medicine Residency, UPMC Hamot, Erie, Pennsylvania 16550, USA. risavib@upmc.edu
Brian L
BL
Risavi
Erik
E
Buzzard
Christopher J
CJ
Heile
D004632:Emergency Medical Services; D006801:Humans; D017060:Patient Satisfaction; D010414:Pennsylvania; D012189:Retrospective Studies; D019035:Rural Health Services