ArticleCritical care (London, England)2018
Comparison of complaints to the intensive care units and those to the general wards: an analysis using the Healthcare Complaint Analysis Tool in an academic medical center in Taiwan.
Article in Critical care (London, England), 2018. The graph could read no effect estimate from its abstract, so it casts no vote on the map. Cited by 13 papers.
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Who cites it
13 citing papers in PubMed.
- An Intelligent System for Classifying Patient Complaints Using Machine Learning and Natural Language Processing: Development and Validation Study.Journal of medical Internet research · 2025Article
- Developing Healthcare Complaints Analysis Tool for Health System: A Cross-Sectional Study.Health science reports · 2025Article
- Six Years of Complaints Issued by Patients at a Laser Treatment Center in a Plastic Surgery Hospital.Plastic and reconstructive surgery. Global open · 2023Article
- Does systematic analysis of patient complaints and compensation cases at hospitals provide useful information to guide quality improvement? Experience from Denmark.BMJ open quality · 2023Article
- 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
- 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
- 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
- Can compliment and complaint data inform the care of individuals with chronic subdural haematoma (cSDH)?BMJ open quality · 2021Article
- Identifying and encouraging high-quality healthcare: an analysis of the content and aims of patient letters of compliment.BMJ quality & safety · 2021Article
- Therapeutic alternatives and strategies for drug conservation in the intensive care unit during times of drug shortage: a report of the Ontario COVID-19 ICU Drug Task Force.Canadian journal of anaesthesia = Journal canadien d'anesthesie · 2020Article
- Point-of-care ultrasound (POCUS) assessment of central volume status in healthy fasted adults: no evidence for fluid deficit.Canadian journal of anaesthesia = Journal canadien d'anesthesie · 2020Article
- Healthcare Complaints Analysis Tool: reliability testing on a sample of Danish patient compensation claims.BMJ open · 2019Article
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7 authors.
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Abstract
backgroundThe management of complaints in the setting of intensive care may provide opportunities to understand patient and family experiences and needs. However, there are limited reports on the structured application of complaint analysis tools and comparisons between healthcare complaints in the critical care setting and other settings.
methodsFrom the complaint management database of a university-affiliated medical center in Taiwan, we retrospectively identified the records of healthcare complaints to the intensive care units (ICUs) from 2008 to 2016. Complaints to the general wards in the same period were randomly selected from the database with twice the number of that of the ICU complaints. We coded, typed, and compared the complaints from the two settings according to the Healthcare Complaint Analysis Tool.
resultsWe identified 343 complaints to the ICUs and randomly selected 686 complaints to the general wards during the 9-year study period. Most (94.7%) of the complaints to the ICUs came from the family members, whereas more complaints to the general wards came from the patients (44.2%). A total of 1529 problems (441 from ICU and 818 from general wards) were identified. Compared with the general ward complaints, in the ICU there were more complaints with multiple problems (25.1% vs. 16.9%, p = 0.002), complaints were referred more frequently to the nurses (28.1% vs. 17.5%, p < 0.001), and they focused more commonly on the care on the ICU/ward (60.5% vs. 54.2%, p = 0.029). The proportions of the three domains (clinical, management, and relationship) of complaints were similar between the ICU and general ward complaints (p = 0.121). However, in the management domain, the problems from ICU complaints focused more on the environment than on the institutional processes (90.9% vs. 74.5%, p < 0.001), whereas in the relationship domain, the problems focused more on communication (17.9% vs. 8.0%) and less on listening (34.6% vs. 46.5%) (p = 0.002) than the general ward complaints.
conclusionsA structured typing and systematic analysis of the healthcare complaints to the ICUs may provide valuable insights into the improvement of care quality, especially to the perceptions of the ICU environment and communications of the patients and their families.
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