Publication

Patient complaints in radiology: 9-year experience at a European tertiary care center

van den Berg, P. F., Yakar, D., Glaudemans, A. W. J. M., Dierckx, R. A. J. O. & Kwee, T. C., Oct-2019, In : European Radiology. 29, 10, p. 5395-5402 8 p.

Research output: Contribution to journalArticleAcademicpeer-review

APA

van den Berg, P. F., Yakar, D., Glaudemans, A. W. J. M., Dierckx, R. A. J. O., & Kwee, T. C. (2019). Patient complaints in radiology: 9-year experience at a European tertiary care center. European Radiology, 29(10), 5395-5402. https://doi.org/10.1007/s00330-019-06158-z

Author

van den Berg, Pieter F ; Yakar, Derya ; Glaudemans, Andor W J M ; Dierckx, Rudi A J O ; Kwee, Thomas C. / Patient complaints in radiology : 9-year experience at a European tertiary care center. In: European Radiology. 2019 ; Vol. 29, No. 10. pp. 5395-5402.

Harvard

van den Berg, PF, Yakar, D, Glaudemans, AWJM, Dierckx, RAJO & Kwee, TC 2019, 'Patient complaints in radiology: 9-year experience at a European tertiary care center', European Radiology, vol. 29, no. 10, pp. 5395-5402. https://doi.org/10.1007/s00330-019-06158-z

Standard

Patient complaints in radiology : 9-year experience at a European tertiary care center. / van den Berg, Pieter F; Yakar, Derya; Glaudemans, Andor W J M; Dierckx, Rudi A J O; Kwee, Thomas C.

In: European Radiology, Vol. 29, No. 10, 10.2019, p. 5395-5402.

Research output: Contribution to journalArticleAcademicpeer-review

Vancouver

van den Berg PF, Yakar D, Glaudemans AWJM, Dierckx RAJO, Kwee TC. Patient complaints in radiology: 9-year experience at a European tertiary care center. European Radiology. 2019 Oct;29(10):5395-5402. https://doi.org/10.1007/s00330-019-06158-z


BibTeX

@article{4ab14e9cea7048efa0f43519fb195426,
title = "Patient complaints in radiology: 9-year experience at a European tertiary care center",
abstract = "Objective To determine the frequency, nature (using standardized coding taxonomy), and temporal trends of patient complaints about the radiological service provided in a European tertiary care center. Methods This retrospective study included all written patient complaints received by the department of radiology of a European tertiary care center within a 9-year period. Results A total of 94 written patient complaints were included. Overall complaint frequency was 14.4 per 100,000 radiological procedures. Complaint frequencies per 100,000 procedures were 103.7 for interventional radiology, 13.9 for MRI, 6.9 for ultrasonography, 6.5 for CT, 4.5 for fluoroscopy, and 1.2 for conventional radiography. Interventional radiology received significantly more complaints than all other radiological procedures (p <0.001), and cross-sectional imaging (CT, MRI, and ultrasonography) received significantly more complaints than conventional radiography (p <0.001). Fifty-three (56.4{\%}) complaints belonged to the clinical domain, 22 (23.4{\%}) to the relationships domain, and 19 (20.2{\%}) to the management domain. Quality (34.0{\%}), safety (22.3{\%}), timing and access (18.1{\%}), and communication (18.1{\%}) constituted almost all complaint categories. Patient journey (19.1{\%}), delays (18.1{\%}), communication breakdown (16.0{\%}), errors in diagnosis (11.7{\%}), quality of care (9.6{\%}), treatment (6.4{\%}), and staff attitudes (2.1{\%}) constituted almost all complaint subcategories. Annual frequency of complaints decreased over time (Mann-Kendall tau = - 0.429), although not significantly (p = 0.174). Conclusion Written patient complaints directed to a department of radiology at a European tertiary care center are relatively few in number and have not shown a temporal increase. Knowledge of sources of patient dissatisfaction may help to reduce the number of patient complaints and improve patient care.",
keywords = "Hospital-patient relations, Patient-centered care, Patient satisfaction, Radiology, SATISFACTION, RELIABILITY, SYSTEMS",
author = "{van den Berg}, {Pieter F} and Derya Yakar and Glaudemans, {Andor W J M} and Dierckx, {Rudi A J O} and Kwee, {Thomas C}",
year = "2019",
month = "10",
doi = "10.1007/s00330-019-06158-z",
language = "English",
volume = "29",
pages = "5395--5402",
journal = "European Radiology",
issn = "0938-7994",
publisher = "SPRINGER",
number = "10",

}

RIS

TY - JOUR

T1 - Patient complaints in radiology

T2 - 9-year experience at a European tertiary care center

AU - van den Berg, Pieter F

AU - Yakar, Derya

AU - Glaudemans, Andor W J M

AU - Dierckx, Rudi A J O

AU - Kwee, Thomas C

PY - 2019/10

Y1 - 2019/10

N2 - Objective To determine the frequency, nature (using standardized coding taxonomy), and temporal trends of patient complaints about the radiological service provided in a European tertiary care center. Methods This retrospective study included all written patient complaints received by the department of radiology of a European tertiary care center within a 9-year period. Results A total of 94 written patient complaints were included. Overall complaint frequency was 14.4 per 100,000 radiological procedures. Complaint frequencies per 100,000 procedures were 103.7 for interventional radiology, 13.9 for MRI, 6.9 for ultrasonography, 6.5 for CT, 4.5 for fluoroscopy, and 1.2 for conventional radiography. Interventional radiology received significantly more complaints than all other radiological procedures (p <0.001), and cross-sectional imaging (CT, MRI, and ultrasonography) received significantly more complaints than conventional radiography (p <0.001). Fifty-three (56.4%) complaints belonged to the clinical domain, 22 (23.4%) to the relationships domain, and 19 (20.2%) to the management domain. Quality (34.0%), safety (22.3%), timing and access (18.1%), and communication (18.1%) constituted almost all complaint categories. Patient journey (19.1%), delays (18.1%), communication breakdown (16.0%), errors in diagnosis (11.7%), quality of care (9.6%), treatment (6.4%), and staff attitudes (2.1%) constituted almost all complaint subcategories. Annual frequency of complaints decreased over time (Mann-Kendall tau = - 0.429), although not significantly (p = 0.174). Conclusion Written patient complaints directed to a department of radiology at a European tertiary care center are relatively few in number and have not shown a temporal increase. Knowledge of sources of patient dissatisfaction may help to reduce the number of patient complaints and improve patient care.

AB - Objective To determine the frequency, nature (using standardized coding taxonomy), and temporal trends of patient complaints about the radiological service provided in a European tertiary care center. Methods This retrospective study included all written patient complaints received by the department of radiology of a European tertiary care center within a 9-year period. Results A total of 94 written patient complaints were included. Overall complaint frequency was 14.4 per 100,000 radiological procedures. Complaint frequencies per 100,000 procedures were 103.7 for interventional radiology, 13.9 for MRI, 6.9 for ultrasonography, 6.5 for CT, 4.5 for fluoroscopy, and 1.2 for conventional radiography. Interventional radiology received significantly more complaints than all other radiological procedures (p <0.001), and cross-sectional imaging (CT, MRI, and ultrasonography) received significantly more complaints than conventional radiography (p <0.001). Fifty-three (56.4%) complaints belonged to the clinical domain, 22 (23.4%) to the relationships domain, and 19 (20.2%) to the management domain. Quality (34.0%), safety (22.3%), timing and access (18.1%), and communication (18.1%) constituted almost all complaint categories. Patient journey (19.1%), delays (18.1%), communication breakdown (16.0%), errors in diagnosis (11.7%), quality of care (9.6%), treatment (6.4%), and staff attitudes (2.1%) constituted almost all complaint subcategories. Annual frequency of complaints decreased over time (Mann-Kendall tau = - 0.429), although not significantly (p = 0.174). Conclusion Written patient complaints directed to a department of radiology at a European tertiary care center are relatively few in number and have not shown a temporal increase. Knowledge of sources of patient dissatisfaction may help to reduce the number of patient complaints and improve patient care.

KW - Hospital-patient relations

KW - Patient-centered care

KW - Patient satisfaction

KW - Radiology

KW - SATISFACTION

KW - RELIABILITY

KW - SYSTEMS

U2 - 10.1007/s00330-019-06158-z

DO - 10.1007/s00330-019-06158-z

M3 - Article

VL - 29

SP - 5395

EP - 5402

JO - European Radiology

JF - European Radiology

SN - 0938-7994

IS - 10

ER -

ID: 78810806