Emergency medicine (Fremantle, W.A.)
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Emerg Med (Fremantle)
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Emerg Med (Fremantle) · Mar 2002
Complaints from emergency department patients largely result from treatment and communication problems.
Emergency department patient complaints are often justified and may lead to apology, remedial action or compensation. The aim of the present study was to analyse emergency department patient complaints in order to identify procedures or practices that require change and to make recommendations for intervention strategies aimed at decreasing complaint rates. ⋯ Communication remains a significant factor in emergency department patient dissatisfaction. While patient complaints have resulted in major changes to policy and procedure, research and intervention strategies into communication problems are indicated. In the short term, focused staff training is recommended.