title: Looking back, moving forward: an analysis of complaints submitted to a Canadian tertiary care radiology department and lessons learned.
abstract: OBJECTIVE
  We present an analysis of various types and strata of complaints received in a geographically isolated tertiary care center over a 2.5-year period.
  
  
  METHODS
  Research ethics board approval was obtained. The institution described is a closed system with formalized procedures for submitting complaints. All complaints submitted between November 2010 and March 2013 were collected retrospectively. The following data were extracted: type of complainant, nature of the complaint, site or modality of concern, dates in question, and the response. The data were analysed in multiple subgroups and compared with patient and study volume data.
  
  
  RESULTS
  The frequency of complaints equalled 0.01% (100/1,050,000). The largest group of those who submitted complaints were patients (69% [69/100]), followed by referring physicians (16%). Examination scheduling and interpersonal conflicts were equally of greatest frequency of concern (21% [21/100]), followed by issues with study reporting (16%). The average time interval between complaint submission and formal address was 15 days.
  
  
  CONCLUSIONS
  We present a low frequency of complaints, with the majority of these complaints submitted by patients; scheduling and personal interactions were most often involved. Effective communication, both with patients and referring physicians, was identified as a particular focus for improving satisfaction.
authors.affiliation: Department of Medical Imaging, The Ottawa Hospital, Ottawa, Ontario, Canada; Department of Radiology, University of Ottawa, Ottawa, Ontario, Canada. Electronic address: jrobins@toh.on.ca.
authors.forename: Jason A
authors.initials: JA
authors.lastname: Robins
authors.affiliation: Department of Medical Imaging, The Ottawa Hospital, Ottawa, Ontario, Canada; Department of Radiology, University of Ottawa, Ottawa, Ontario, Canada.
authors.forename: Najla
authors.initials: N
authors.lastname: Fasih
authors.affiliation: Department of Medical Imaging, The Ottawa Hospital, Ottawa, Ontario, Canada; Department of Radiology, University of Ottawa, Ottawa, Ontario, Canada.
authors.forename: Mark E
authors.initials: ME
authors.lastname: Schweitzer
mesh_terms: D001071:Appointments and Schedules; D003220:Conflict, Psychological; D003951:Diagnostic Errors / Q000706:statistics & numerical data; D005260:Female; D006801:Humans; D008297:Male; D009864:Ontario; D016134:Organizational Policy; D061214:Patient Safety / Q000706:statistics & numerical data; D017060:Patient Satisfaction / Q000706:statistics & numerical data*; D018802:Patient-Centered Care / Q000706:statistics & numerical data*; D011369:Professional-Patient Relations; D011787:Quality of Health Care / Q000706:statistics & numerical data*; D011871:Radiology / Q000706:statistics & numerical data*; D012189:Retrospective Studies; D063128:Tertiary Health Care; D019564:Unnecessary Procedures / Q000706:statistics & numerical data
keywords: Communication; Education; Patient-centered care; Quality assurance