An in-depth analysis of complaints in an orthopaedic department in the NHS

Clin Risk 2009;15:146-150
doi:10.1258/cr.2008.080088
© 2009 Royal Society of Medicine Press

 

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An in-depth analysis of complaints in an orthopaedic department in the NHS

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An in-depth analysis of complaints in an orthopaedic department in the NHS

Articles by Giles, S. J

Articles by Cook, G. A
An in-depth analysis of complaints in an orthopaedic department in the NHS
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An in-depth analysis of complaints in an orthopaedic department in the NHS
An in-depth analysis of complaints in an orthopaedic department in the NHS

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Complaints resolution


Sally J Giles,
Michael Morris and
Gary A Cook

Email: sj_giles{at}yahoo.com

Objective: To undertake an in-depth analysis of all complaints over a 12-monthperiod in an orthopaedic department in the NHS.

Setting: Department of Orthopaedics in a UK NHS Trust.

Methods: Sixteen complaints files and associated patient case-notes wereretrospectively reviewed by an independent consultant orthopaedicsurgeon and members of the research team.

Results: There were some common themes in the adverse events reported.For example, failure to obtain adequately informed consent andlack of information given to patients were the most common adverseevents that were identified by the review process. There were36 adverse events/complications in the sample, 30 were adverseevents and six were complications. Half of the complaints reviewed(18/36) related directly to adverse events. The majority ofthe adverse events that were identified by this study and reviewof complaints (27/36) were covered by the adverse event listand should have triggered an incident report.

Conclusion: Adverse events are not being acknowledged and there is a needfor more openness with patients. As such, a larger study isneeded to explore the extent of these issues.

An in-depth analysis of complaints in an orthopaedic department in the NHS
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