Patient complaints as predictors of patient safety incidents

Patients remain an underused resource in efforts to improve quality and safety in healthcare, despite evidence that they can provide valuable insights into the care they receive. This study aimed to establish whether high-level patient safety incidents (HLIs) were predictable from preceding complain...

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Autores principales:	Helen Kroening, Bronwyn Kerr, James Bruce, Iain Yardley
Formato:	article
Lenguaje:	EN
Publicado:	The Beryl Institute 2015
Materias:	patient experience patient safety communication consumer engagement Medicine (General) R5-920 Public aspects of medicine RA1-1270
Acceso en línea:	https://doaj.org/article/c009626680e64bd4ba4dd7878d63de05
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spelling	oai:doaj.org-article:c009626680e64bd4ba4dd7878d63de052021-11-15T03:55:59ZPatient complaints as predictors of patient safety incidents2372-0247https://doaj.org/article/c009626680e64bd4ba4dd7878d63de052015-04-01T00:00:00Zhttps://pxjournal.org/journal/vol2/iss1/14https://doaj.org/toc/2372-0247Patients remain an underused resource in efforts to improve quality and safety in healthcare, despite evidence that they can provide valuable insights into the care they receive. This study aimed to establish whether high-level patient safety incidents (HLIs) were predictable from preceding complaints, enabling complaints to be used to prevent HLIs. For this study complaints received from November 2011 through June 2012 and HLI incident reports from April through September 2012 were examined. Complaints and HLIs were categorised according to location or specialty and the themes they included. Data were analysed to look for correlations between number of complaints and HLIs in a given area. A qualitative analysis was carried out to determine whether any complaints contained information that, if acted upon earlier, could have prevented later HLIs. In the data a total of 52 complaints and 16 HLIs were included. No correlation was established between location of HLIs and complaints. Complaints commonly focused on staff attitude, diagnostic problems and delayed treatment. HLIs most often arose from failure to recognise a patient’s deterioration and escalate appropriately or incorrect patient identification. Most HLIs were not preceded by similar complaints. However, in two instances complaints did signpost future HLIs. Patient complaints can highlight specific risks to patient safety and act as an early warning system. There is a need to devise reliable means of identifying the minority of complaints that do precede serious incidents.Helen KroeningBronwyn KerrJames BruceIain YardleyThe Beryl Institutearticlepatient experiencepatient safetycommunicationconsumer engagementMedicine (General)R5-920Public aspects of medicineRA1-1270ENPatient Experience Journal (2015)
institution	DOAJ
collection	DOAJ
language	EN
topic	patient experience patient safety communication consumer engagement Medicine (General) R5-920 Public aspects of medicine RA1-1270
spellingShingle	patient experience patient safety communication consumer engagement Medicine (General) R5-920 Public aspects of medicine RA1-1270 Helen Kroening Bronwyn Kerr James Bruce Iain Yardley Patient complaints as predictors of patient safety incidents
description	Patients remain an underused resource in efforts to improve quality and safety in healthcare, despite evidence that they can provide valuable insights into the care they receive. This study aimed to establish whether high-level patient safety incidents (HLIs) were predictable from preceding complaints, enabling complaints to be used to prevent HLIs. For this study complaints received from November 2011 through June 2012 and HLI incident reports from April through September 2012 were examined. Complaints and HLIs were categorised according to location or specialty and the themes they included. Data were analysed to look for correlations between number of complaints and HLIs in a given area. A qualitative analysis was carried out to determine whether any complaints contained information that, if acted upon earlier, could have prevented later HLIs. In the data a total of 52 complaints and 16 HLIs were included. No correlation was established between location of HLIs and complaints. Complaints commonly focused on staff attitude, diagnostic problems and delayed treatment. HLIs most often arose from failure to recognise a patient’s deterioration and escalate appropriately or incorrect patient identification. Most HLIs were not preceded by similar complaints. However, in two instances complaints did signpost future HLIs. Patient complaints can highlight specific risks to patient safety and act as an early warning system. There is a need to devise reliable means of identifying the minority of complaints that do precede serious incidents.
format	article
author	Helen Kroening Bronwyn Kerr James Bruce Iain Yardley
author_facet	Helen Kroening Bronwyn Kerr James Bruce Iain Yardley
author_sort	Helen Kroening
title	Patient complaints as predictors of patient safety incidents
title_short	Patient complaints as predictors of patient safety incidents
title_full	Patient complaints as predictors of patient safety incidents
title_fullStr	Patient complaints as predictors of patient safety incidents
title_full_unstemmed	Patient complaints as predictors of patient safety incidents
title_sort	patient complaints as predictors of patient safety incidents
publisher	The Beryl Institute
publishDate	2015
url	https://doaj.org/article/c009626680e64bd4ba4dd7878d63de05
work_keys_str_mv	AT helenkroening patientcomplaintsaspredictorsofpatientsafetyincidents AT bronwynkerr patientcomplaintsaspredictorsofpatientsafetyincidents AT jamesbruce patientcomplaintsaspredictorsofpatientsafetyincidents AT iainyardley patientcomplaintsaspredictorsofpatientsafetyincidents
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Patient complaints as predictors of patient safety incidents

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