Analysis of Complaints from Parents of Children in Outpatient Department and Emergency Department

Objectives:To describe the rate of complaints from the parents of the children in outpatient department and emergency department,complaint categories,departments involved,outcomes of complaints.Methods:Retro- spective study was conducted to analyze the complaints made by parents of the children in outpatient department and emergency department in Shanghai Children's Medical Center from Jan.2005 to Nov.2007.The main indexes were complaints rate,department involved,complaints and outcomes.Results:The average rate of complaints was 0.133/1000 patients.Complaints relating to treatment,communication,patient' s right and access to healthcare accounted for 37.4%,29.8%,11.6% and 9.9% respectively.Apologies or explanations and educating the health- care staff resolved 73% of complaints.Conclusion:To take complaint data as quality improvement activities is rec- ommended.Interventions to decrease the number of complaints will be educating the healthcare staffs in the areas of communication,establishing reasonable procedure in outpatient department and emergency department.