An analysis of in-patient complaints and subsequent intervention

Abstract

Background : An important issue in health care today is in trying to center service

around the hospitalized patient. There is a "Kindness Movement" developing now, where

in the focus of Health Care is being changed from simply treating the basic physical

needs of the patient with sophisticated technology, to keeping emotional well being

healthy with more humane and attentive treatment. In our attempt to reach the goal of a completely satisfied patient, we undertook a study of the common complaints of patients, and the subsequent nature of the interventions.

Method : The study was carried out in two stages, first the patients made known

their complaints by filling out questionnaires, then we collected data on the attempts to alleviate the complaints. The questionnaire provided 19 different complaints, which were then analysed for such variables as content, source of complaint, persons treating the complaint, and length of time and method used to solve the complaint.

Results : 1. The Chief complaints made by patients(99.1%) were of physical discomfort, such as pain nausea, vomiting, indigestion, diarrhea and constipation.

2. The complaints were voiced primarily by either a member of the patient's family, or

by the patients themselves (78.4%).

3. The complaints were intervened by nurses alone(53.5%), physicians alone(25.5%), or

by nurses and physicians together(19.25%).

4. The method by which the complaints were resolved included the utilization of

prescriptions(55.7%), further explanation and education(25.55) and notification after

treatment(13.2%).

5. Most complaints were voiced during the dayshift(42.6%, 7:00-15:00), followed by the

evening shift(36.0%, 15:00-22:00), and then the nightshift(21.3%, 22:00-07:00).

6. The time required for succesful of the patient's problems varied from 10-88.9min,

according to the nature of the complaint.

Conclusion : Hopefully by knowing beforehand the nature of both complaint and

intervention, we can anticipate problems and shorten reaction time, in order to provide

for a more satisfied patient.