A Taxonomic Review of Patient Complaints in Adult Hospital Medicine

Author:

Elias Richard M1ORCID,Fischer Karen M2,Siddiqui Mustaqeem A34ORCID,Coons Trevor1ORCID,Meyerhofer Cindy A4,Pretzman Holly J5,Greig Hope E4,Stevens Sheila K4,Burton M Caroline1

Affiliation:

1. Division of Hospital Internal Medicine, Department of Medicine, Mayo Clinic, Rochester, MN, USA

2. Health Sciences Research Biomedical Statistics and Informatics, Mayo Clinic, Rochester, MN, USA

3. Division of Hematology, Department of Hematology and Oncology, Mayo Clinic, Rochester, MN, USA

4. Office of Patient Experience, Mayo Clinic, Rochester, MN, USA

5. Informatics and Quality Management Services, Mayo Clinic, Rochester, MN, USA

Abstract

Previous studies show that patient complaints can identify gaps in quality of care, but it is difficult to identify trends without categorization. We conducted a review of complaints relating to admissions on hospital internal medicine (HIM) services over a 26-month period. Data were collected on person characteristics and key features of the complaint. The complaints were also categorized into a previously published taxonomy. Seventy-six unsolicited complaints were identified, (3.5 per 1000 hospital admissions). Complaints were more likely on resident services. The mean duration between encounter and complaint was 18 days, and it took an average of 12 days to resolve the complaint. Most patients (59%) had a complaint in the Relationship domain. Thirty-nine percent of complaints mentioned a specific clinician. When a clinician was mentioned, complaints regarding communication and humaneness predominated (68%). The results indicate that the efforts to reduce patient complaints in HIM should focus on the Relationships domain.

Publisher

SAGE Publications

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