A Three-Year Review of Complaints in Emergency Department

Abstract

A three-year retrospective analysis of complaints in an emergency department (ED) in Hong Kong was performed as part of a risk management and quality assurance program for improving patient care and reducing future complaints. The incidence, validity, causes, pattern, legal risk and settlement time of all complaints were studied. From June 1995 to May 1998, there were 71 complaints out of a total of 728040 ED attendance. They were classified into urgent and non-urgent patient groups, yielding a frequency of 0.1 complaint per 1,000 patient visits. Among the 71 complaints, 42 (59%) complaints were judged valid, corresponding to a total of 47 (47%) dissatisfactions. About two third of the complaints had only one dissatisfaction. The frequent dissatisfaction categories were insufficient communication, misdiagnosis and inadequate patient management. Four complaints were potential legal cases but none had subsequent action or claim. More than 51 (70%) complaints were settled within 3 weeks. Regular assessment of complaint is helpful to improve the ED service as well as patient satisfaction.