SynthesisThe British journal of general practice : the journal of the Royal College of General Practitioners2018
Characterising patient complaints in out-of-hours general practice: a retrospective cohort study in Ireland.
Synthesis in The British journal of general practice : the journal of the Royal College of General Practitioners, 2018. The graph could read no effect estimate from its abstract, so it casts no vote on the map. Cited by 17 papers.
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Who cites it
17 citing papers in PubMed.
- Classifying Patient Complaints Using Artificial Intelligence-Powered Large Language Models: Cross-Sectional Study.Journal of medical Internet research · 2025Article
- Physician and Patient Dissatisfaction with Outpatient Pre-Screening Triage in Public Dental Hospitals: Scope and Strategies for Improvement.Healthcare (Basel, Switzerland) · 2025Article
- Developing Healthcare Complaints Analysis Tool for Health System: A Cross-Sectional Study.Health science reports · 2025Article
- Identifying performance indicators to measure overall performance of telephone triage - a scoping review.Scandinavian journal of primary health care · 2024Article
- Trends in antibiotic prescribing in primary care out-of-hours doctors' services in Ireland.JAC-antimicrobial resistance · 2024Article
- Collecting Patient Feedback as a Means of Monitoring Patient Experience and Hospital Service Quality - Learning from a Government-led Initiative.Patient preference and adherence · 2023Article
- Using Healthcare Complaints Analysis Tool to Evaluate Patient Complaints during the COVID-19 Pandemic at a Medical Center in Taiwan.International journal of environmental research and public health · 2022Article
- Identifying hot spots for harm and blind spots across the care pathway from patient complaints about general practice.Family practice · 2022Article
- An analysis of complaints about hospital care in the Republic of Ireland.International journal for quality in health care : journal of the International Society for Quality in Health Care · 2022Article
- Physician factors associated with medical errors in Norwegian primary care emergency services.Scandinavian journal of primary health care · 2021Article
- A multi-perspective exploration of the understanding of patient complaints and their potential for patient safety improvement in general practice.The European journal of general practice · 2021Article
- Reporting violations of European Charter of Patients' Rights: analysis of patient complaints in Croatia.BMC medical ethics · 2021Article
- The perspectives of Swedish registered nurses about managing difficult calls to emergency medical dispatch centres: a qualitative descriptive study.BMC nursing · 2021Article
- Patient complaints in general practice seen through the lens of professionalism: a retrospective observational study.BJGP open · 2021Article
- Identifying and encouraging high-quality healthcare: an analysis of the content and aims of patient letters of compliment.BMJ quality & safety · 2021Article
- Physician factors associated with increased risk for complaints in primary care emergency services: a case - control study.BMC family practice · 2020Article
- Healthcare Complaints Analysis Tool: reliability testing on a sample of Danish patient compensation claims.BMJ open · 2019Article
Corrections and comments
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Authors and funding
7 authors.
Funding
No grant is acknowledged in the PubMed record.
Abstract
backgroundPatient complaints can provide valuable insights into the quality and safety of clinical care. Studies examining the epidemiology of complaints in out-of-hours general practice internationally are limited.
aimTo characterise patient complaints in an out-of-hours general practice setting. DESIGN AND
settingRetrospective cohort study of patient complaints to an out-of-hours service provider in Dublin, Ireland, over a 5-year period (2011-2016). This comprises nurse-led telephone triage and GP consultations for patients with urgent problems.
methodA modified version of the UK Healthcare Complaints Analysis Tool (HCAT) was utilised to code complaints, which were reviewed independently in duplicate by two academic GPs.
resultsOf 445 598 telephone contacts, 303 085 resulted in face-to-face GP consultations. Of 234 patients who made 298 complaints, 185 (79%) related to GP care. The remainder related to nurse triage, other staff, and management issues. A total of 109 (46%) related to children aged ≤18 years, and 134 (58%) of complainants were female. There were 0.61 complaints per 1000 GP consultations. Most complaints (
conclusionThe majority of complaints related to clinical care problems and were successfully managed locally. Expectation management may be an important way to mitigate the risk of complaints.
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