Authors | Year | Country | Healthcare environment | No. of complaints reported | System-level intervention | Single or multiple coding | No. of codes used | Source of coding frame | Complaint coded by |
---|---|---|---|---|---|---|---|---|---|
Schwartz and Overton23 | 1987 | USA | Emergency | 244 | Suggested | Single | 12 | NR | Secretarial staff |
Chande et al24 | 1991 | USA | Hospital | 176 | Suggested | Single | 11 | NR | Healthcare staff |
Owen25 | 1991 | UK | Primary care | 1000 | NR* | Single | 13 | NR | Author(s) |
Burstein and Fleisher26 | 1991 | USA | Hospital | 67 | Suggested | Multiple | 4 | NR | Unit manager |
Hunt and Glucksman27 | 1991 | UK | Emergency | 122 | Suggested | Multiple | 11 | NR | Author(s) |
Donaldson and Cavanagh28 | 1992 | UK | Hospital | 71 | Suggested | Multiple | 6 | NR | Healthcare staff |
Kadzombe and Coals29 | 1992 | UK | Emergency | 66 | NR | Multiple | 8 | NR | Unit manager |
Hanson et al30 | 1994 | Australia | Child A&E | 71 | Suggested | Single | 5 | NR | Parents |
Allsop31 | 1994 | UK | Surgery | 110 | NR | Multiple | 6 | Literature | Author(s) |
Bark et al7 | 1994 | UK | Hospital | 491 | Suggested | Multiple | 9 | Literature | Author(s) |
Lloyd-Bostock and Mulcahy10† | 1994 | UK | Hospital | 399 | Implemented | Multiple | 36 | Developed | Author(s) |
Nettleton and Harding32 | 1994 | UK | Multiple | 107 | NR | Multiple | 43 | NR | Author(s) |
Curka et al33 | 1995 | USA | Emergency | 371 | Suggested | Single | 8 | NR | Unit manager |
Webb34 | 1995 | UK | Hospital | 188 | Suggested | Single | 18 | NR | Healthcare staff |
Ingram and Roy35 | 1995 | UK | Psychiatric | 47 | NR | Multiple | 10 | NR | Author(s) |
Mulholland and Dawson36 | 1998 | NZ | Multiple | 146 | Suggested | Single | 5 | NR | Author(s) |
Mace37 | 1998 | USA | Hospital | 28 | Implemented | Single | 5 | NR | Healthcare staff |
Lim et al38 | 1998 | Singapore | Clinics | 226 | NR | Multiple | 38 | NR | Complaint staff |
Daniel et al39 | 1999 | Australia | Multiple | 290 | NR | Single | 12 | NR | Complaint staff |
Pichert et al40† | 1999 | USA | Hospital | 6419 | Implemented | Multiple | 15 | Developed | Complaint staff |
Allen et al41‡ | 2000 | USA | Hospital | 3984 | Implemented | Single | 5 | Developed | Patients |
Halperin42 | 2000 | USA | Multiple | 29 | NR | Single | 5 | NR | Complaint staff |
Anderson et al43 | 2000 | Australia | Hospital | 127 | NR | Multiple | 17 | NR | Patient advisor |
Pitarka-Carcani et al44 | 2000 | UK | Psychiatric | 100 | Implemented | Multiple | 23 | NR | NR |
Anderson et al45 | 2001 | Australia | Hospital | 1308 | NR | Multiple | 8 | NR | Patient advisor |
Powers and Bendall-Lyon46 | 2002 | USA | Hospital | 211 | NR | Single | 5 | Literature | Complaint staff |
Taylor et al47 | 2002 | Australia | Emergency | 2419 | Suggested | Multiple | 43 | NR | Complaint staff |
Colwell et al48 | 2003 | USA | Emergency | 286 | Suggested | Single | 10 | NR | Unit manager |
Choy et al49 | 2004 | Hong Kong | Hospital | 241 | Suggested | Multiple | 4 | NR | NR |
Taylor et al50 | 2004 | Australia | Hospital | 19 156 | Suggested | Multiple | 7 | NR | Complaint staff |
Wofford et al51 | 2004 | USA | Hospital | 222 | Suggested | Multiple | 7 | Developed | Author(s) |
Stelfox et al52 | 2005 | USA | Hospital | 483 | NR | Single | 2 | NR | NR |
Friele and Sluijs53 | 2006 | Netherlands | Hospital | 424 | NR | Multiple | 4 | Literature | Patients |
Chavan et al54 | 2007 | UK | Eye infirmary | 94 | Implemented | Single | 6 | NR | Complaint staff |
Cowan and Wilson55† | 2007 | UK | Surgery | 526 | Suggested | Single | 6 | NR | Healthcare staff |
Kline et al56 | 2007 | Canada | Hospital | 586 | Suggested | Single | 11 | NR | Complaint staff |
Saravanan et al57 | 2007 | UK | Hospital | 100 | Suggested | Single | 6 | NR | NR |
Siyambalapitiya et al58† | 2007 | UK | Hospital | 183 | Suggested | Single | 6 | NR | Complaint staff |
Natangelo59 | 2007 | Italy | Hospital | 151 | Suggested | Multiple | 6 | Literature | Healthcare staff |
Wong et al60 | 2007 | Singapore | Emergency | 175 | Suggested | Multiple | 16 | NR | Author(s) |
Haw et al61 | 2008 | UK | Psychiatric | 392 | Implemented | Single | 15 | NR | Complaint staff |
Friele et al62 | 2008 | Netherlands | Hospital | 279 | Suggested | Multiple | 5 | Literature | Patients |
Montini et al63 | 2008 | USA | Hospital | 1216 | Implemented | Multiple | 22 | Developed | Author(s) |
Giugliani et al64 | 2009 | France | Hospital | 164 | NR | Single | 6 | NR | Healthcare staff |
Parry and Hewage65 | 2009 | Australia | Hospital | 101 | Suggested | Single | 4 | NR | Complaint staff |
Jangland et al13 | 2009 | Sweden | Hospital | 105 | Implemented | Multiple | 14 | Literature | Author(s) |
Levtzion-Korach et al3 | 2010 | USA | Hospital | 4722 | Suggested | Multiple | 8 | Literature | Author(s) |
Moghadam et al66 | 2010 | Iran | Cardiac | 1642 | Implemented | Single | 10 | Developed | Complaint staff |
Stimson et al67 | 2010 | USA | Hospital | 1516 | Suggested | Single | 5 | Literature | Complaint staff |
Hsieh68 | 2010 | Taiwan | Hospital | 59 | Suggested | Multiple | 8 | Literature | Social worker |
McGregor et al69§ | 2011 | Canada | Nursing home | 629 | NR | Single | 28 | NR | Complaint staff |
Gogos et al70§ | 2011 | Australia | Multiple | 481 | NR | Multiple | 5 | Literature | Healthcare staff |
Hsieh8 | 2012 | Taiwan | Hospital | 665 | Suggested | Single | 38 | NR | Social worker |
Källberg et al71 | 2012 | Sweden | Emergency | 1778 | Suggested | Single | 10 | Developed | Author(s) |
Sachdeo et al72 | 2012 | USA | Dental clinic | 214 | Suggested | Single | 5 | NR | Author(s) |
Schnitzer et al73† | 2012 | Germany | Multiple | 13 505 | NR | Single | 4 | NR | Author(s) |
Mann et al74 | 2012 | UK | Surgery | 113 | Suggested | Multiple | 15 | Literature | Healthcare staff |
van Mook et al75 | 2012 | Netherlands | Multiple | 137 | Suggested | Multiple | 29 | Literature | Author(s) |
Bismark et al76 | 2013 | Australia | Multiple | 18 907 | Suggested | Multiple | 20 | Literature | Author(s) |
*NR, not retrievable.
†Discrepancy between the total number of complaints reported and the tally of the individual complaints we managed to extract.
‡Imperfect data extraction due to the study reporting rounded percentages.
§Study analyses a subset of ‘substantiated’ complaints.
A&E, Accident and Emergency.