Jafarian Ali, Parsapour Alireza, Haj-Tarkhani Amirhasan, Asghari Fariba, Emami Razavi Seyyed Hassan, Yalda Alireza
Professor, Imam Khomeini Hospital Complex, Tehran University of Medical Sciences, Tehran, Iran;
J Med Ethics Hist Med. 2009 Jun 2;2:9. Print 2009.
One of the most important occupational tensions a physician encounters in his/her practice is the complaints lodged against him/her by the patients. The purpose of this study is examining the complaints against physicians and dentists entering the Medical Council Organization of Tehran in the years ending on 20 March 1992, 20 March 1997 and 20 March 2002 from the viewpoint of number, dispersion and inducing factors. The present study was performed as a descriptive and retrospective one with the aid of a questionnaire containing concerned data. Filling in the questionnaire or studying the file was accomplished by a trustee expert of the Medical Council Organization and the data obtained were analyzed after classification. During a 3-year period, 832 complaints were lodged against physicians and dentists. The complaints against physicians in the years ending on 20 March 1997 and 20 March 2002 were 70% more than that in the year ending on 20 March 1992. 83.1% of the physicians and dentists of Tehran that were sued had not been convicted until the date of the performance of the study, on the basis of the contents of the files, and had no malpractice from the vantage point of the Medical Council Organization. The most common causes of complaints from the viewpoint of complainers were therapeutic errors (38%), neglect (30.2%), financial affairs (25.4%) and the physicians' lack of skill (17.7%). On the basis of this study, with the increase of the doctor's practice track record and experience more than 15-20 years, the number of the complaints decreases and most of the complaints are against the middle-aged doctors/dentists with 10-20 years of experience. Most physicians and dentists of Tehran having been sued have not committed any wrong from the vantage point of the Medical Council Organization experts and a large part of the complaints are a consequence of doctor-patient inconvenient interactions. A behavior based on professional commitment of the physician/dentist vis-à-vis the patient can hinder a major part of complaints.
医生在其医疗实践中遇到的最重要的职业矛盾之一，是患者对其提出的投诉。本研究的目的是从投诉数量、分布情况及诱发因素的角度，审视在1992年3月20日、1997年3月20日和2002年3月20日结束的年份里，向德黑兰医学委员会组织投诉医生和牙医的情况。本研究借助一份包含相关数据的问卷，以描述性和回顾性方式开展。问卷填写或档案研究由医学委员会组织的一名受托专家完成，所获数据经分类后进行分析。在3年期间，共收到832起针对医生和牙医的投诉。1997年3月20日和2002年3月20日结束的年份里针对医生的投诉比1992年3月20日结束的年份多70%。根据档案内容，截至本研究开展之日，德黑兰83.1%被起诉的医生和牙医未被定罪，从医学委员会组织的角度看也不存在医疗失误。从投诉者角度来看，投诉的最常见原因是治疗失误（38%）、疏忽（30.2%）、财务问题（25.4%）以及医生缺乏技能（17.7%）。基于本研究，随着医生执业记录和经验超过15至20年，投诉数量会减少，且大多数投诉针对的是有10至20年经验的中年医生/牙医。从医学委员会组织专家的角度看，德黑兰大多数被起诉的医生和牙医并无过错，且很大一部分投诉是医患互动不便的结果。医生/牙医对患者基于职业承诺的行为可减少大部分投诉。
