Neonatal Unit, Homerton University Hospital NHS Foundation Trust, London, UK.
Newcombe Library, Homerton University Hospital NHS Foundation Trust, London, UK.
BMJ Paediatr Open. 2021 Oct 6;5(1):e001177. doi: 10.1136/bmjpo-2021-001177. eCollection 2021.
Complaints and malpractice claims by families on the care of their babies are pertinent issue. Beyond just the financial implications, it involves harm to babies and distress to parents.
The aim was to review published reports of complaints by families on the care of their babies in the neonatal units in order to understand the nature of these complaints and the areas of care that they relate to.
We considered articles in English, which report on complaints made by families to organisations providing neonatal care. We performed our structured search on AMED, CINAHL, EMBASE, EMCARE, SCOPUS and MEDLINE from January 2000 to December 2020. A total of 378 articles were appraised using eligibility criteria.
A total of 12 articles were included. The most common category of complaint was delayed/incorrect diagnosis. Communication issues were highlighted as a significant category of complaints. The majority of such claims were between the physicians and families. Factors implicated for clinician's errors that resulted in complaints were lack of clinical and communication training, inadequate supervision of junior clinicians, work culture and hierarchy, not listening to families' concerns and system failure.
The most frequent categories of complaint reported in our systematic review were delayed/incorrect diagnosis and delayed/incorrect treatment. Organisations should be encouraged to share complaints data as it can facilitate shared learning. An understanding of human factor principles and its role in patient safety is also emphasised in this report in order to optimise patient outcomes and improve experience for families requiring neonatal care.
家庭对婴儿护理的投诉和医疗事故索赔是一个重要问题。这不仅涉及到财务问题，还涉及到对婴儿的伤害和对父母的困扰。
本研究旨在回顾发表的关于新生儿病房家庭对婴儿护理投诉的报告，以了解这些投诉的性质和涉及的护理领域。
我们考虑了以英语发表的报告，这些报告涉及向提供新生儿护理的组织提出的家庭投诉。我们对 AMED、CINAHL、EMBASE、EMCARE、SCOPUS 和 MEDLINE 进行了结构搜索，检索时间为 2000 年 1 月至 2020 年 12 月。使用资格标准评估了总共 378 篇文章。
共纳入 12 篇文章。最常见的投诉类别是延迟/误诊。沟通问题是一个重要的投诉类别。此类投诉大多发生在医生和家属之间。导致投诉的临床医生失误的因素包括缺乏临床和沟通培训、对初级临床医生的监督不足、工作文化和等级制度、不倾听家属的担忧以及系统故障。
在我们的系统评价中报告的最常见投诉类别是延迟/误诊和延迟/错误治疗。应鼓励组织分享投诉数据，因为这可以促进共同学习。本报告还强调了理解人为因素原则及其在患者安全中的作用，以优化患者结局并改善需要新生儿护理的家庭的体验。
