An analytic observational study on complaints management in the general practice out of hours care setting: who complains, why, and what can we do about it?
Local subject classificationOut Of Hours
Education, Medical, Continuing
Process Assessment (Health Care)
MetadataShow full item record
CitationAn analytic observational study on complaints management in the general practice out of hours care setting: who complains, why, and what can we do about it? 2016, 17:87 BMC Fam Pract
JournalBMC family practice
AbstractGeneral Practice Co-Operatives provide most out of hours care in communities in Ireland. Limited data exists on patient complaints. This study reports on complaints at Kildare and West Wicklow Doctors on Call ('K Doc'), a GP Co-Operative in Ireland, examining the impact of a formal risk reduction strategy implemented (2010-2013). The aim of the study was to determine if it was possible to reduce the rate of written complaints per 1000 consultations through a formal approach encompassing evaluation of complaints, improved communication in relation to complaints, and more direct use of insights gained from complaints analysis in continuing professional development at the Co-Operative.