PMID- 33512865
OWN - NLM
STAT- MEDLINE
DCOM- 20220223
LR  - 20230930
IS  - 1549-8425 (Electronic)
IS  - 1549-8417 (Linking)
VI  - 17
IP  - 8
DP  - 2021 Dec 1
TI  - What Drives Patients' Complaints About Adverse Events in Their Hospital Care? A 
      Data Linkage Study of Australian Adults 45 Years and Older.
PG  - e1622-e1632
LID - 10.1097/PTS.0000000000000813 [doi]
AB  - OBJECTIVE: The aim of the study was to determine from patient-reported data the 
      relationships between patients' experiences of adverse events (AEs), the 
      disclosure of the events, and patients propensity for complaints or legal action. 
      METHODS: A cross-sectional survey was administered to 20,000 participants 
      randomly chosen from the 45 and Up Study. The surveyed participants were older 
      than 45 years and hospitalized in New South Wales, Australia, between January and 
      June 2014. They were identified using data linkage to capture experiences of AEs. 
      RESULTS: Of the 7661 respondents, 474 participants (7%) reported experiencing an 
      AE. Those who did not receive an apology or expression of regret in the incident 
      disclosure process were significantly more likely to make a complaint (P < 0.05). 
      Those who found out about the event from hospital staff but did not receive a 
      formal open disclosure process were found to be significantly more likely to seek 
      legal advice (P < 0.05). Patients who made a complaint generally perceived that 
      they experienced more problems in their hospital care, with significant 
      differences identified between those who did and did not make a complaint on 13 
      of the 15-item Picker Patient Experience Questionnaire. CONCLUSIONS: Although 
      incident disclosure was not associated with whether a complaint was made or legal 
      action pursued, significant associations between key aspects of the disclosure 
      process and these outcomes were noted. Significant differences between those who 
      did and did not make a complaint were noted in relation to the timing and apology 
      components of open disclosure. The critical role of overall patient experience in 
      the context of optimal AE management was evident from these data.
CI  - Copyright (c) 2021 Wolters Kluwer Health, Inc. All rights reserved.
FAU - Case, Jennifer
AU  - Case J
AD  - From the School of Population Health, UNSW Sydney.
FAU - Walton, Merrilyn
AU  - Walton M
AD  - School of Public Health and Community Medicine.
FAU - Harrison, Reema
AU  - Harrison R
AD  - From the School of Population Health, UNSW Sydney.
FAU - Manias, Elizabeth
AU  - Manias E
AD  - School of Nursing and Midwifery, Centre for Quality and Patient Safety Research, 
      Institute for Health Transformation, Faculty of Health, Deakin University, 
      Burwood, Victoria, Australia.
FAU - Iedema, Rick
AU  - Iedema R
AD  - Centre for Team-based Practice & Learning in Health Care, King's College London, 
      London, United Kingdom.
FAU - Smith-Merry, Jennifer
AU  - Smith-Merry J
AD  - Sydney School of Health Sciences, The University of Sydney, Sydney, New South 
      Wales.
LA  - eng
PT  - Journal Article
PT  - Research Support, Non-U.S. Gov't
PL  - United States
TA  - J Patient Saf
JT  - Journal of patient safety
JID - 101233393
SB  - IM
MH  - Adult
MH  - Australia
MH  - Cross-Sectional Studies
MH  - Hospitals
MH  - Humans
MH  - *Information Storage and Retrieval
MH  - *Medical Errors
COIS- The authors disclose no conflict of interest.
EDAT- 2021/01/30 06:00
MHDA- 2022/02/24 06:00
CRDT- 2021/01/29 14:40
PHST- 2021/01/30 06:00 [pubmed]
PHST- 2022/02/24 06:00 [medline]
PHST- 2021/01/29 14:40 [entrez]
AID - 01209203-202112000-00130 [pii]
AID - 10.1097/PTS.0000000000000813 [doi]
PST - ppublish
SO  - J Patient Saf. 2021 Dec 1;17(8):e1622-e1632. doi: 10.1097/PTS.0000000000000813.