Analysis of the medical complaint data in a district of Beijing during the COVID-19 epidemic / 中华医院管理杂志

Objective:To analyze the complaint data of medical institutions in a district of Beijing in 2021, discuss the patients′ demands for medical services under the background of epidemic normalizaed prevention and control, for reference to improve the service quality and quality management level of medical institutions.Methods:The data was from all patient complaints received by the Beijing Hospital Management Center in 2021 from medical institutions in a district of Beijing, and the information of confirmed cases of COVID-19 in Beijing in 2021 from Wind database. The time of complaint, the complained organization, the object of complaint, the content and reason, and the time distribution of epidemic related complaints and COVID-19 cases were analyzed. All data were analyzed by descriptive analysis.Results:A total of 2 408 valid complaints were included. The tertiary hospitals(1 175, 48.8%) and secondary hospitals(724, 30.1%) received more complaints; The complaints against to hospital managers were the most(1 470, 61.0%), followed by complaints against doctors(590, 24.5%); The number of complaints related to hospital management were the largest(776, 32.2%), followed by complaints related to diagnosis and treatment effects(623, 25.9%) and epidemic situation(431, 17.9%). The time distribution of epidemic related complaints was similar to the change trend of the number of confirmed COVID-19 cases in Beijing during the same period.Conclusions:Under the background of epidemic normalizaed prevention and control, the problems of hospital management in medical complaints were the most prominent, and epidemic related complaints accounted for a large proportion. Medical institutions should closely combine patients′ demands, optimize diagnosis and treatment procedures, unblock doctor-patient communication channels, promote hierarchical diagnosis and treatment, optimize resource allocation, and explore high-quality hospital operation and management mode.

An analysis of medical complaints from 278 hospitalized patients / 重庆医学

Objective To analyse the causes of medical complaints ,seek methods to prevent medical disputes .Methods All medical complaints were collected and analyzed retrospectively in 2011 .Results In 278 medical complaints ,there were 161 (57 .91% ) complaints by telephone ,101 (36 .33% ) complaints by hospital electronic touch screen ,16 (5 .76% ) complaints by E-mail;the top three complaint departments were vasculocardiology department 33(11 .87% ) ,department of gynaecology and obstet-rics 29(10 .43% ) ,urology department 26(9 .35% ) ,respectively ;the top three complaint reason were poor doctor-patient communi-cation 101(36 .33% ) ,poor service level 69(24 .82% ) and ward disadvantaged 45(16 .19% ) ,respectively .Conclusion Prevention of medical complaints of the most important measures is to improve the skill of doctor-patient communication and technical level of medical staff .Furthermore ,hospital should strengthen the construction of infrastructure .

Investigation in the relationship between the number of complaints from outpatients and the time or the outpatient amounts in a certain grade A tertiary hospital / 中国实用护理杂志

Objective To study the relationship between the number of outpatient complaints and the time or the outpatient amounts.Methods A retrospective analysis of 1289 cases of outpatients' medical complaints with basic records since 2009 in our hospital was carried out.The time regularity of the number of outpatient complaints,or the complaint rate was analyzed.And the correlation between the outpatient amounts and the number of outpatient complaints,or the complaint rate was also analyzed.Results In our hospital,the mean monthly number of outpatient complaints was (23.44±8.41)cases; the mean monthly outpatient account was (246 000±27 417)cases.The differences among monthly outpatient complaints,outpatient accounts and monthly complaints rate among every years were statistically significant.Within one year,the outpatient complaints numbers were lowest in February and January.And the outpatient complaints rate was low in November,January,February and December.There were statistically significant correlation between the monthly outpatient complaints and monthly outpatient accounts,and between the monthly outpatient complaints rate and monthly outpatient accounts.Conclusions There was time regularity in the outpatient complaints rates in one year.And there was certain correlation between the outpatient complaints rate and the outpatients' accounts.

Patient safety monitoring indicators based on medical complaints / 中华医院管理杂志

Objective To build the indicators system to collect patient safety monitoring information, focusing on medical complaints. Methods With such methods as literature review and expert advice, building the system for medical complaints collection and monitoring. Such indicators are modified and improved in pilot operations. Results The framework of the medical complaint monitoring indicators system is built in five dimensions, comprising 8 grade-1 indicators including patient complaint causes and hospital cause analysis, and 20 grade-2 indicators. Conclusion These indicators are scientific and operable to detect adverse patient safety events.

Análisis de las quejas derivadas de las prácticas quirúrgicas / Complaint analysis derived from surgical practice

Se analizan los asuntos presentados ante la Comisión Nacional de Arbitraje Médico desde junio de 1996 hasta diciembre de 2007, para difundir su magnitud e identificar los problemas de seguridad en la atención médica. De 182 407 asuntos, 87 % lo resolvió el Área de Orientación y Gestión. Las restantes 18 443 quejas fueron derivadas a la Dirección de Conciliación; de ellas, en 48 % se logró la conciliación entre promoventes y médicos y en 31 % esto no fue factible; 3 % se trató de quejas irresolubles. La mayor frecuencia de quejas se registró en el Distrito Federal y Estado de México, principalmente correspondientes a instituciones de seguridad social y hospitales privados. Entre las nueve especialidades involucradas con mayor frecuencia, existieron seis quirúrgicas. Se identificó mala práctica en 25 % de los casos. Las principales pretensiones de los promoventes de las quejas fueron reintegro de los gastos erogados por atención médica en 51 % de los casos e indemnización en 40 %; en estos últimos el monto promedio de lo pagado por caso fue 4.6 veces mayor. El conocimiento de las quejas médicas permite investigar sus causas y generar acciones preventivas y correctivas, para su abatimiento. Se propone que la Academia Mexicana de Cirugía, por su liderazgo académico y docente, asuma la vanguardia en la difusión y promoción del plan “Las prácticas quirúrgicas seguras salvan vidas”, de la Organización Mundial de la Salud, y la implantación en nuestro país de la “Lista de verificación de la seguridad quirúrgica”.

This study reports on the analysis of medical complaints presented to the National Commission on Medical Arbitration (Comisión Nacional de Arbitraje Médico, CONAMED) between June 1996 and December 2007 to determine its magnitude and to identify the causes of safety problems in medical care. Out of 182,407 complaints presented to CONAMED, 87% were resolved by the Office of Orientation and Management. The remaining 18,443 complaints were presented to the Council Directorate. Of those cases, 48% were resolved by an agreement between the complainants and the physicians, 31% were not resolved by this method, and 3% were irresolute complaints. The highest frequency of complaints was registered in the Federal District (Distrito Federal) and the State of México (Estado de México), mainly corresponding to social security institutions and private hospitals. Among the nine most frequently involved specialties, six were surgical specialties. Malpractice was identified in 25% of all cases. The principal demands of those making complaints were the refunding of expenses in patient medical care (51%) and indemnification (40%) and, in those, the average amount of payments was 4.6 times greater. Due to the incidence of medical complaints, it was reasonable to investigate the causes and to take preventive and corrective actions required for its decrease. It was proposed to the Mexican Academy of Surgery that this organization should use their educational leadership and assume the vanguard in the dissemination and promotion of the WHO plan "Safe Surgery Saves Lives" and the implementation in Mexico of the "Surgical Safety Checklist."

Perfil epidemiológico general de las quejas médicas atendidas en la Comisión Nacional de Arbitraje Médico: 1996-2007 / Epidemiological general profile of complaints treated at the National Medical Arbitration Commission: 1996-2007

OBJECTIVE: To analyze medical complaints over a period of 11 years, for making recommendations for prevention and improving planning for responding. MATERIAL AND METHODS: We studied the medical complaints at the National Medical Arbitration Commission (Conamed, per its acronym in Spanish) between 1996 and 2007 using descriptive statistics to identify their general profile in relation to the variables of time, place and person. We also studied the frequency of evident medical malpractice as well as the severity of the damage it produces. RESULTS: The request for responses to medical complaints increased between 1996 and 2007 and there was less demand between July and December. Two states in the country account for 69.7 percent of the complaints and 74.0 percent are from public institutions. Fifty-eight percent come from women and the 25-34 and 65+ age groups have the highest percentage. We found in 27.0 percent of the complaints there is evidence of medical malpractice and obstetrics and gynecology have the highest percentage of complaints, physical harm and severity of injury. Complaints about treatment are nearly four times more than diagnosis. CONCLUSIONS: It is necessary to improve the quality of diagnosis and treatment and identify cost-effective measures to reduce medical malpractice and the severity of physical damage in patients.

OBJETIVO: Analizar las quejas médicas atendidas en un periodo de 11 años con el fin de formular recomendaciones para prevenirlas y mejorar la planeación para su atención. MATERIAL Y MÉTODOS: Se estudiaron las quejas de la Comisión Nacional de Arbitraje Médico (Conamed) recibidas entre 1996 y 2007 y se utilizaron medidas de estadística descriptiva para conocer su perfil general en relación con las variables de tiempo, lugar y persona. También se determinó la frecuencia de mala práctica médica evidente, así como la gravedad del daño que producen. RESULTADOS: La solicitud de atención de quejas se incrementó entre 1996 y 2007, y existió menor demanda de atención en julio y diciembre. Dos estados del país concentran 69.7 por ciento de las quejas y 74 por ciento proviene de instituciones públicas. El 58 por ciento son de mujeres y los grupos de 25 a 34, y de 65 y más años tienen el mayor porcentaje. En 27 por ciento de las quejas atendidas hay evidencia de mala práctica médica y ginecología y obstetricia presenta el mayor porcentaje de quejas, daño físico y gravedad del daño. Las quejas por tratamiento son casi cuatro veces más que las de diagnóstico. CONCLUSIONES: Es necesario mejorar la calidad del diagnóstico y el tratamiento e identificar medidas efectivas para el costo que reduzcan la mala práctica médica y la gravedad del daño físico en los pacientes.