Case study investigating effect of implementing strategies for reducing patient complaints in an outpatient pain clinic.
This case study explores the impact of improving communication for reducing complaints in an outpatient pain clinic. A retrospective review was conducted for two 6-month periods prior to and for 6 months after implementing a structured communication strategy that included changes in staff behavior and documentation. Most complaints were related to not receiving opioids as part of the treatment plan. In the first treatment period prior to implementation, 6 of 3,653 patients lodged complaints. In the second period prior to implementation, 8 of 3,992 patients lodged complaints. Following implementation, 3 of 3,879 patients lodged complaints. Using structured communication strategies appeared to reduce complaints and facilitate chart documentation when addressing difficult patient situations including opioid issues.
Associate Professor, Department of Anesthesiology, Pain Medicine, University of Pittsburgh, Pittsburgh, Pennsylvania.
Cheryl D
CD
Bernstein
Anesthesia Pain Fellow, Department of Anesthesiology, Pain Medicine, University of Pittsburgh, Pittsburgh, Pennsylvania.
Mohammed
M
Khan
Anesthesia Pain Fellow, Department of Anesthesiology, Pain Medicine, University of Pittsburgh, Pittsburgh, Pennsylvania.
Adeel
A
Haq
Staff Nurse, Department of Anesthesiology, Pain Medicine, University of Pittsburgh, Pittsburgh, Pennsylvania.
Nadia
N
Olszanski
Professor, Department of Anesthesiology, Pain Medicine, University of Pittsburgh, Pittsburgh, Pennsylvania.
Dawn A
DA
Marcus
D000701:Analgesics, Opioid / Q000009:adverse effects / Q000627:therapeutic use*; D003142:Communication; D006801:Humans; D010045:Outpatients; D010146:Pain / Q000188:drug therapy*; D018710:Pain Clinics; D017060:Patient Satisfaction; D012189:Retrospective Studies
D000701:Analgesics, Opioid