An analysis of in-patient complaints and subsequent intervention

Kim, Yong-Soon; Park, Jee-Won; Park, Yon-Ok

Journal of Korean Society Quality Assurance Health Care 1997;4(1): 64.
Published online May 30, 1997.

환자호소에 대한 해결시간 단축을 위한 기초조사연구

김용순¹, 박지원¹, 박연옥²

¹아주대학교 의과대학 간호학부
²아주대학교 의료원

An analysis of in-patient complaints and subsequent intervention

Yong-Soon Kim¹, Jee-Won Park¹, Yon-Ok Park²

¹Department of Nuring Science, School of Medicine, AJOU University
²AJOU Medical Center

Abstract

Background
An important issue in health care today is in trying to center service around the hospitalized patient. There is a "Kindness Movement" developing now, where in the focus of Health Care is being changed from simply treating the basic physical needs of the patient with sophisticated technology, to keeping emotional well being healthy with more humane and attentive treatment. In our attempt to reach the goal of a completely satisfied patient, we undertook a study of the common complaints of patients, and the subsequent nature of the interventions. Method : The study was carried out in two stages, first the patients made known their complaints by filling out questionnaires, then we collected data on the attempts to alleviate the complaints. The questionnaire provided 19 different complaints, which were then analysed for such variables as content, source of complaint, persons treating the complaint, and length of time and method used to solve the complaint.
Results
1. The Chief complaints made by patients(99.1%) were of physical discomfort, such as pain, nausea, vomiting, indigestion, diarrhea and constipation. 2. The complaints were voiced primarily by either of the patient's family, or by the patients themselves(78.4). 3. The complaints were intervened by nurses alone(53.5%), physicians alone(25.5%), or by nurses and physicians together(19.25%). 4, The method by which the complaints were resolved included the utilization of prescriptions(55.7%), further explanation and education(25. 5%) and notification after treatment(13.2%). 5. Most complaints were voiced during the dayshift(42.6%, 7:00-15:00), followed by the evening shift(36.0% 15:00~22:00), and then the nightshift(21.3 %, 22:00-07:00). 6. The time required for successful resolution of the patient's problems varied from 10~88.9min, according to the nature of the complaint.
Conclusion
Hopefully by knowing beforehand the nature of both complaint and intervention, we can anticipate problems and shorten reaction time, in order to provide for a more satisfied patient.