[Hospital physicians in the light of letters of complaint]

In a competitive health-care system the quality of services and, closely related, customer satisfaction are significant success factors. Some patients or their relatives who are dissatisfied with the provided service express this in letters of complaint. Using the critical incident technique based on a sample of 54 letters of complaint regarding doctors' performance sent to the administration of the Inselspital of Berne we examined information such feedback contains. A total of 133 critical occurrences have been described. Seventy percent of the occurrences were related to medical treatment and 6% to the medical education and research process. The remaining 26% of the complaints concerned accommodation, care, administration or other areas. In the sphere of medical service procedures the dissatisfaction of patients centered on information provided to patients and their families (38%), followed by criticism concerning clinic organization (23%), interaction with the doctor (14%), his professional competence (13%) as well as the management of clinical data (12%). On average, 3 out of 10 letters allude to possible criminal or liability proceedings or seemed to have a potential for escalation in other areas. The situations as presented in these complaints is to be considered as objective and relevant. To continue the process of optimization and quality improvement it is therefore recommendable to take these signals seriously.