Complaints concerning the hospital care of elderly patients: a 12-month study of one hospital's experience

Citation
K. Anderson et al., Complaints concerning the hospital care of elderly patients: a 12-month study of one hospital's experience, AGE AGEING, 29(5), 2000, pp. 409-412
Citations number
18
Language
INGLESE
art.tipo
Article
Categorie Soggetti
General & Internal Medicine
Journal title
AGE AND AGEING
ISSN journal
0002-0729 → ACNP
Volume
29
Issue
5
Year of publication
2000
Pages
409 - 412
Database
ISI
SICI code
0002-0729(200009)29:5<409:CCTHCO>2.0.ZU;2-M
Abstract
Objective: to determine the number, instigators, nature and outcome of comp laints concerning elderly patients treated at a single hospital over 1 year . Design: descriptive analysis of computerized data gathered prospectively; f ollow-up of complaints until resolution. Setting: large, urban, university teaching hospital in Australia. Subjects: all patients aged 65 years and above whose hospital care was the subject of complaint. Methods: analysis of computerized database of all complaints made in a sing le year. Results: 1.44 complaints were made per 1000 occasions of sen ice to elderly people (95% confidence intervals, 1.19 - 1.69). This was similar to the ov erall complaint rate of 1.32 per 1000 occasions of service for patients of ail age groups (95% confidence intervals, 1.19-1.45). However, 73% of compl aints were made by advocates rather than by elderly patients themselves and 96% related to communication or treatment issues. Many complaints resulted in an explanation and/or an apology and, to date, none has resulted in lit igation. Conclusions: complaints concerning older hospitalized people are as common as those concerning younger patients. Analysis of complaints provides point ers for improvements in quality of care.