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Predicting patient complaints in hospital settings
T J B Kline1, C Willness, W A Ghali
1Department of Psychology, University of Calgary, Calgary, Alberta, Canada. babbitt@ucalgary.ca
Quality & Safety in Health Care
|October 10, 2008
Summary
Higher clinical complexity increases the likelihood of patient complaints, while safety culture does not predict them. Understanding case complexity is key to addressing patient grievances in acute care.
Area of Science:
- Healthcare Management
- Patient Safety Research
- Clinical Operations
Background:
- Patient complaints are linked to adverse outcomes in acute care settings.
- Predictors of patient complaints remain unclear, necessitating further investigation.
Purpose of the Study:
- To assess the role of patient case complexity and safety culture in predicting patient complaints.
- To identify factors influencing patient grievances in hospitals.
Main Methods:
- A matched case-control study analyzed data from 586 patients in 2005.
- Patient complaints were compared with matched controls; unit-level safety culture was assessed via staff surveys.
Main Results:
- Increased patient case complexity showed a positive association with patient complaints (OR=1.16).
- No significant relationship was found between a unit's safety culture and the occurrence of patient complaints.
Conclusions:
- Clinical complexity is a significant factor associated with patient complaints.
- Safety culture within hospital units does not appear to influence patient complaint rates, suggesting complexity is a more dominant factor.
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